Community Assistance Program Specialist

Aqua, an Essential Utilities company, employs people in a variety of roles within our eight-state footprint, ranging from field workers and customer service representatives who are on the front lines working with customers, to scientists and engineers who help ensure we’re delivering reliable water and wastewater services to our communities.  If you’re looking for a rewarding career helping improve our environment and protect our natural resources, we encourage you to join our team!

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 Essential Utilities? We have an outstanding opportunity for a Community Assistance Program Specialist in the Pittsburgh, PA area!

Support Aqua PA's low income programs including the Customer Assistance Program (CAP), Aqua Aid hardship fund, Leak Repair Program and distribution of conservation kits to eligible customers.  

• Review CAP applications for enrollment.  Includes trouble-shooting accounts related to billing and/or credit activity.
• Review monthly vendor invoices for accuracy and follow accounting procedures to process.
• Answer and resolve concerns related to program eligibility and enrollment  This may include direct customer contact via telephone or email or responding to customer service staff of Aqua or program administrators. 
• Qualify customers for Leak Repair Program assistance.
• Prepare mailing labels and distribute conservation kits to eligible customers
• Draft reports in compliance with PA PUC regulations regarding participation in programs.
• Respond to data requests to support filings and reports related to customer programs.
• Assists with other tasks or projects as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function(s).

QUALIFICATIONS (Required Experience, Education, Licenses, and Certifications)

• High School Diploma required
• 0-2 years relevant experience required
• Ability to develop business relationships with colleagues from other utilities, energy assistance staff and social service agencies required
• Strong customer focus required

KNOWLEDGE, SKILLS AND ABILITIES: (Examples below)

• Excellent computer skills including Microsoft office suite; experience in customer information systems, including Banner and SAP, preferred
• Excellent written and verbal communications skills; communicate effectively (clearly, concisely and professionally) with internal customers
• Strong customer service and interpersonal skills
• Strong customer service focus
• Ability to work on multiple projects simultaneously and adapt to changing priorities in a fast-paced environment
• A team player able to work effectively in a team fostered multi-tasking environment     

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Perform sedentary work- exerting up to 20 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
• Operate standard office equipment.
• Working conditions may include travel to work sites of Essential Utilities and/or other constituents
• Travel Requirements up to 20%
• Flexibility and overtime may be required during critical periods

Aqua, an Essential Utilities company 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.
Aqua 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.