Customer Service Representative - North Shore, Pittsburgh

Customer Service Representative

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.

Build Your Future with a Company That's Been Serving Western Pennsylvania for Over 130 Years! Are you looking for a stable, long-term career with a growing utility company? Join the Peoples team and become part of a proud tradition of serving Western Pennsylvania communities for more than 130 years. Our next paid Customer Service Representative training class begins November 16th! Apply today to secure your spot and start building a rewarding career with Peoples.

Why Join Peoples?

• Starting pay of $20.81/hour
• Opportunity to increase to $24+/hour within 18 months
• Comprehensive benefits starting on Day 1
• Consistent daytime schedules
• Paid time off
• Career growth and advancement opportunities
• Supportive team environment with long-term stability

We're looking for customer-focused professionals who excel in fast-paced environments and are passionate about helping others. If you enjoy solving problems, providing exceptional service, and making a positive impact in your community, we encourage you to apply.

About the Role:

As a Customer Service Representative, you will serve as a key point of contact for our customers, delivering exceptional service while addressing a wide range of customer needs. In this role, you will resolve routine and complex billing inquiries, support credit and collection activities, ensure compliance with Public Utility Commission (PUC) guidelines, and help create a positive customer experience with every interaction.

Successful candidates will demonstrate sound judgment, strong communication skills, and the ability to work effectively within established policies and procedures. This position offers a clear path for growth, with opportunities to advance to higher levels as you gain experience and develop your skills.

At Peoples, we're more than an energy providerwe're committed to serving our neighbors, supporting our employees, and Making Lives Better every day. Come grow your career with a company that invests in your success.

Duties of this position include:

• Answer inbound calls, and when required make outbound customer calls. Independently respond to and resolve customer questions, concerns, and complaints via calls and correspondence.
• Provides prompt and accurate service to promote an excellent customer experience while utilizing complex computer systems.
• Identify, review and resolve complex billing issues including errors. Perform credit identification for new applicants
• Schedule service orders to address service issues including emergency orders.
• Assessing customer needs and educating customers on procedures and services. Clarify information, research every issue and provide solutions and alternatives.
• Enter customer meter reads utilizing complex SAP system to identify, track and document correspondence, issues, actions, and resolutions.
• Provide administrative and clerical support as needed within the Customer Service Center.

Successful candidates will possess the following knowledge and skills:

• Excellent PC skills including mouse navigation, computer software skills (such as Microsoft Office). Able to operate computerized and standard office equipment.
• Must be proficient in all computer applications including Outlook email.
• Ability to work and multi-task in a high volume and fast paced environment.
• Excellent written & verbal communication & interpersonal skills; able to address complex customer needs and determine appropriate action independently. Strong negotiations skills to resolve problems.
• Ability to utilize multiple screens and systems to resolve customer inquiries.
• Able to follow procedures, process work load and help customers, while using independent thinking and good judgment.
• Organized, detail oriented, exercise discretion while operating within complex PUC regulatory requirements.
• Must be flexible & able to maintain professional disposition during diverse & stressful conditions.

Reliable, regular attendance is an essential function of this job.

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 View phone number on click.appcast.io). 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.