Operations Center Specialist

Reference #: R4391 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. ESSENTIAL DUTIES: Defines requirements, prepares plans, organizes, and coordinates personnel needs to facilitate efficient Field Customer Service and Field Operations. Handles all after hours emergency calls from customers and coordinates field response through established protocol in a timely manner to ensure public safety. Works in conjunction with 911 Centers and local emergency (police & fire) to gather critical data to ensure timely response to emergency situations. Schedules daily work assignments and makes adjustments for time-off requests and determines if additional resources are required. Manages same day time off requests. Communicates with field personnel regarding work assignments. Monitors and re-aligns work to ensure all work is completed as day progresses. Makes contact with at-risk appointments for possible rescheduling as required. Manages cyclical maintenance and compliance work to ensure compliance is achieved and resources are fully and effectively utilized. Plans monthly work by incorporating program work into promised work. Equalizes work levels and maintains productivity so that overtime costs are reduced. Acts as the primary liaison between field supervision and field personnel during incidents, occurrences and outages. Responsible for research and delivery of status and impact information. Coordinates communication to impacted customers, and ensures accuracy in data and data entry. Utilizes mapping and GPS based software to maintain and improve response times to emergencies and customer appointments as well as other software to validate plumber qualifications, create work orders, assign work using mobile dispatching, track accounts off due to construction or emergencies and research historical data. Places PA One Call notifications for all damages. Prepares damage reports, associated work order/capital numbers and communicates to field personnel and field supervisors in a timely manner. Successful candidates will possess the following knowledge and skills: Good computer software skills - Microsoft Office (Excel, Work, PowerPoint, etc.) and SharePoint. Ability to maintain composure and interact effectively in a fast paced environment with continual disruptions. Good planning, attention to detail, scheduling and time management skills. Ability to prioritize and manage multiple projects simultaneously and follow through on issues in a timely manner. Ability to analyze data and present alternatives, recommendations and solutions. Ability to adapt to change quickly, work in a close environment and foster teamwork. Good communication skills, including written, verbal and interpersonal relationships. KNOWLEDGE, SKILLS AND ABILITIES: Good computer software skills - Microsoft Office (Excel, Work, PowerPoint, etc.) and SharePoint. Ability to maintain composure and interact effectively in a fast paced environment with continual disruptions. Good planning, attention to detail, scheduling and time management skills. Ability to prioritize and manage multiple projects simultaneously and follow through on issues in a t mely manner. Ability to analyze data and present alternatives, recommendations and solutions. Ability to adapt to change quickly, work in a close environment and foster teamwork. Good communication skills, including written, verbal and interpersonal relationships. EXPERIENCE/EDUCATION REQUIREMENTS: Understanding of natural gas public utility and natural gas field operations preferred. Entry level; experience in dispatching preferred. Experience with analyzing data to identify problems and issues. Must have the ability to work flexible schedules with varying days off including holidays, nights, weekends, and emergencies. Expectation to cover additional shifts as needed. Experience with electronic mapping programs. Bachelor's degree preferred; demonstrated related experience may be substituted for preferred education. 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. Aqua America, 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.

Created: 2024-10-19