Intermediate Community Assistance Specialist

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.

We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.

Support ratepayer and government funded programs for the benefit of the Company and the Customer, ensuring that customers are properly enrolled in eligible programs, records are well maintained and required reporting is prepared. Research and respond to cases submitted by customers to regulatory bodies such as the PUC, OCA and Office of Attorney General or any other elected official.

ESSENTIAL DUTIES:

• Screen customers for eligibility to participate in all available Company, Governmental and Third Party programs such as, but not limited to: CAP, LIURP, ERP, DEF Hardship, LIHEAP.
• Complete all tasks required to allow customer to receive full benefits of eligible programs, such as completion of LIHEAP tasks, reviewing and approving Hardship grants, and enrolling customers into programs using SAP.
• Maintain records of program eligibility and expenditures in support of audits performed by PA PUC, PA Department of Human Services, PSC of KY and other internal or external audits.
• Support periodic and on-demand reporting of program participation and benefits as needed.
• Under general direction, research and investigate customer information to provide a complete and accurate response to PA PUC complaints and payment arrangement requests.
• Research and investigate customer information and provide documentation to legal counsel for cases which have appealed the PUC decisions and chosen to file a formal complaint. Serve as an expert witness in formal complaint hearings and teleconferences.
• Identify causes of customer complaints through root cause analysis. Such problem identification shall include determining if the problem is of human or system nature and providing a recommendation for reducing future incidents (i.e. system change, employee training, etc.).
• Update customer accounts with closing decisions from PUC daily. Properly establish payment agreements and document accounts as required.
• Provide feedback from cases handled to support coaching and/or training of personnel to increase compliance, improve customer service and prevent future complaints of a similar nature.
• Assists with other tasks or projects as assigned.

QUALIFICATIONS:

• High school diploma/GED required.
• 2-4 years relevant experience.

KNOWLEDGE, SKILLS AND ABILITIES: (Examples below)

• Must be proficient in Microsoft Office (Email, Word, Excel, PowerPoint)
• Excellent written and verbal communications skills; communicate effectively (clearly, concisely and professionally) with internal customers.
• Strong customer service and sensitivity skills
• Ability to work well under pressure
• Ability to work on multiple projects simultaneously and adapt to changing priorities in a fast-paced environment
• A team player able to work effectively in a team fostered multi-tasking environment
• Strong knowledge of PA PUC regulations, PNG policy, practices, procedures including Universal Service Regulation, 52 PA Code, PUC Chapter 56 and 66 PSA, Chapter 14, as well as other related dept. guidelines.

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Perform sedentary work- exerting up to 20 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function(s).

Essential Utilities, Inc., is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.
Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).
To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:

• Family members cannot result in a supervisor/subordinate reporting relationship
• Family members cannot work in the same department.