No

Full Time

Customer Service

Main office

Vice President-Customer Service

This position provides essential field support that ensures accurate meter data, reliable service at customer properties, and collections and posting activities that adhere to Pennsylvania Public Utility Commission (PA PUC) regulations. This role works closely with the Customer Service team and other departments to support efficient utility operations and exceptional customer service.

Work is performed primarily outdoors in varying weather conditions; however, the employee will be cross-trained in other Customer Service functions and may be assigned to perform indoor customer service duties based on departmental needs, workload demands, weather conditions, or other circumstances that limit field operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

1. Read residential, commercial, and industrial water meters as assigned, including performing re-reads, verification reads, and other field investigations necessary to ensure the accuracy and integrity of meter consumption data.
2. Identify and communicate unusual consumption patterns, meter irregularities, and other anomalies encountered in the field.
3. Investigate customer complaints, unusual service conditions, and potential violations of the Company’s tariff at customer properties.
4. Field customer questions and complaints; when the issue is beyond the representative’s knowledge, forward to the appropriate staff or appropriate supervisor.
5. Post termination notices and other required property postings and provide phone notifications for delinquent accounts in accordance with Pennsylvania Public Utility Commission (PA PUC) regulations.\
6. Perform service terminations and restorations in accordance with Company policies and PA PUC regulations.
7. Inspect curb boxes and service locations to verify service status at vacant properties.
8. Complete, maintain, process, and submit field forms, reports, and documentation required for regulatory compliance, Company recordkeeping, and the accurate recording of billing and accounting information.
9. Safely operate and maintain Company vehicles, tools, and assigned field equipment.
10. Maintain a professional appearance and consistently demonstrate positive, courteous, and respectful behavior while representing the Company and interacting with customers, the public, and fellow employees.
11. Possess a working knowledge of the Company’s service territory and utilize maps, GPS, and other navigation tools to efficiently locate customer properties.
12. Deliver mail, notices, and other materials to the post office and Company facilities as assigned.
13. Collaborate and coordinate with other functional areas to ensure prompt and appropriate resolution of customer inquiries, service issues, and field investigations.
14. Cross-train in Customer Service functions and perform office-based customer service duties as assigned to support departmental operations, workload demands, staffing needs, weather conditions, or other operational requirements.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent required.
• Prior meter reading, field service, utility operations, customer service, collections, or related experience preferred.

OTHER SKILLS AND ABILITIES:

• Excellent communication and interpersonal skills.
• Ability to interact professionally and courteously with customers and the public.
• Strong organizational and time management skills.
• Ability to work independently with minimal supervision.
• Ability to accurately complete forms, reports, and other required documentation.
• Proficient use of standard office equipment and mobile technology.
• Basic computer skills and the ability to learn new software applications.
• Ability to read and interpret maps, service orders, and route information.
• GPS navigation ability.
• Ability to safely operate Company vehicles and field equipment.
• Working knowledge of Pennsylvania Public Utility Commission (PA PUC) regulations preferred.

PHYSICAL REQUIREMENTS:

• The employee must regularly be able to work under stress and work additional hours as necessary.
• Required to stand, walk, climb, balance, stoop, kneel, crouch, and crawl.
• Required to drive a Company vehicle and enter and exit the vehicle regularly.
• Required to reach with hands and arms and use hands to handle tools and equipment.
• Regularly lift/move up to 25 pounds and occasionally lift/move up to 75 pounds.
• Required to talk, hear, and see. Vision requirements for this position include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to differentiate between colors.
• Ability to work outdoors in varying weather conditions.
• Ability to wear personal protective equipment (PPE), including gloves, hard hats, safety glasses, and other PPE as required.

LICENSE and/or CERTIFICATIONS:

• Possess a valid Pennsylvania driver’s license.

WORK ENVIRONMENT:

• The position primarily works in the field.
• Frequent driving and work performed from a Company vehicle.
• Regular exposure to outdoor weather conditions.
• Frequent interaction with customers and other employees.
• The noise level in the work environment is usually moderate.

THIS IS A SAFETY-SENSITIVE POSITION AND WOULD REQUIRE COMPLIANCE

No