Intermediate Compliance Specialist

Essential Utilities, Inc.

About The Position

Peoples, an Essential Utilities company, has been proudly serving Western Pennsylvania for over 130 years, offering talented individuals the opportunity to serve more than 700,000 customers in the region. Peoples is more than your average natural gas utility. We have a vision to: Provide valuable services to our customers Encourage economic growth for businesses in our region Improve the quality of life for our communities Ensure that we are protecting our environment Support our employees and partners Join our team and make a difference! About Essential Utilities 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. Are you looking for a fantastic career at People's Natural Gas? We have a great opportunity for an Intermediate Compliance Specialist to join our team in Pittsburgh, PA! 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. Resolution of such cases as well as identification of root causes are key focuses. Act as witness for the Company representing the customer's records in formal proceedings.

Requirements

Minimum of five years of demonstrated success working with PA PUC and other regulatory stakeholders to resolve customer complaints and support the Company's positions.
In depth knowledge of PUC regulations, Universal Service and Energy Conservation Plan (USECP) and Company policies and practices.
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.
Excellent computer skills and software applications, such as SAP and Microsoft Office.
Strong ability to multi-task activities, resources, and time.
Ability to work in as an independent and with others in a supportive team environment.
Strong decision making skills.

Nice To Haves

Bachelors degree in business/communications/other related field preferred.
Demonstrated experience may be substituted for preferred education.

Responsibilities

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.)
Answer and resolve customer complaints received as escalated complaints from the Better Business Bureau, Office of Attorney General, State Legislators and any other agency as needed in a timely manner.
Update customer accounts with closing decisions from PUC daily.
Properly establish payment agreements and document accounts as required.
Review and research citations from the PA PUC to determine the accuracy of the citation and provide a thorough recommendation of whether such citation should be challenged or accepted.
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.
Support the Lead Compliance Specialist and fellow Customer Relations Specialists as is needed and directed.