Customer Service Representative - North Shore, Pittsburgh

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

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 provider—we'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.

• 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.

• 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 (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.