Customer Service - Pgh2o Cares Analyst

PGH2O Cares Analyst

Under general supervision of the PGH2O Cares leadership, responsible for increasing enrollment in Pittsburgh Water's suite of customer assistance programs by cold calling potentially eligible customers, handling customer calls either received or transferred to the Cares queue, and establishing productive relationships with community-based organizations to enroll eligible customers in-person at community meetings and events.

Responsibilities

• Conduct research and develop recommendations for potential strategies and campaigns to increase enrollment in the Winter Moratorium, Bill Discount, Hardship Grant, Arrearage Forgiveness, and Line Repair and Water Conservation programs.
• Work independently or participate as a part of a cross-functional team; keeping customers informed through clear communication while improving customer enrollment.
• Prepare reports and communicate key performance indicator data with key stakeholders, including state representatives, senators, and their local staff.
• Utilize and interpret Pittsburgh Water policies and procedures, tariffs, rules and regulations to make recommendations and address issues.
• Lead the development of standard operating procedures to document the activities of the PGH2O Cares team.
• Manage current and future business processes ensuring compliance with applicable federal, state and local laws.
• Collect and compile data from various reports that illustrate the impact of customer assistance program and enrollment initiatives.
• Routinely perform research and review of current programs and policies, submitting recommendations for improvements or adjustments.
• Perform other related tasks as assigned or required.

Knowledge, Skills & Abilities

• Advanced ability to prepare detailed written reports and procedures.
• Excellent business acumen with highly developed communications skills, problem solving capabilities and a proven track record for results.
• Understanding of Pittsburgh Water operations, including AMI and Billing, Collections, Contact Center, Dispatch, Lead Help, and PUC Compliance.
• Proficient in use of MS Word, Excel, Pittsburgh Water's billing system, and other systems and third-party services as necessary.
• Demonstrate a personal commitment and drive to accomplish goals as set by the PGH2O Cares leadership.
• Establish and maintain effective working relationships with supervisors, associates, outside agencies and the public.

Education / Experience Requirements

The following requirements list the minimum education/training/experience required to qualify for this job. An equivalent combination of education and/or experience may be accepted:

• Bachelor's Degree in Business Management or a related field from an accredited college or university.
• Three – Five years of related experience.
• Proficient in Microsoft Office Software including Word, Excel, and PowerPoint.

General Requirements

Applicant must present a current, valid Class C (Class 1) PA Motor Vehicle Operator's License at the time of application or prior to appointment. A valid driver's license must be maintained throughout employment.

Applicant must have permanent residency within one of the following Pennsylvania counties at the time of appointment and remain a resident within one of the noted counties throughout employment with the Pittsburgh Water: Allegheny, Armstrong, Beaver, Butler, Fayette, Greene, Lawrence, Indiana, Washington, or Westmoreland.

Supervision Exercised / Received

No direct reports / Will receive supervision directly from the PGH2O Cares leadership.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and see, talk and hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl on even and uneven surfaces. The employee must frequently lift and/or move up to 25 pounds.

Conditions

While performing the duties of this job, the employee is regularly exposed to a moderate or quiet noise level in the office work environment. Subject to remain on duty beyond normal hours and/or recalled during emergency situations or other extensive periods.

Medical Examination

Employment may be contingent upon the results of a post-offer (initial employment or promotion) physical examination performed by the Authority's examining physician.

Drug Testing

Employment may be contingent upon the results of a post-offer (initial employment or promotion) drug screening. Continued employment may be subject to randomized drug and alcohol testing conducted without advance notice and for reasonable suspicion.

Pre-Employment Background Investigation

Ability to successfully pass a thorough investigation consisting of a criminal history check, verification of prior employment and performance, reference, and credentials checks, and in some cases credit history.

Applicants are subject to a System for Award Management (SAM) or any successor system search as maintained by the General Services Administration (GSA) to ensure compliance with federal procurement and non-procurement programs.

An Equal Opportunity Employer: Pittsburgh Water is proud to be an Equal Employment Opportunity Employer. We do not discriminate based on any legally protected statuses, including, but not limited to race, color, ancestry, religion, national origin, sexual orientation, age, marital or family status, disability, gender, gender identity or expression, pregnancy status, or veteran status. Pittsburgh Water is committed to providing candidates with reasonable accommodations for those with disabilities during our recruiting process; if you need assistance, please contact us at hr@pgh2o.com or 412-255-8800.