Operations Support Specialist

About the Role

The Operations Center Specialist role responds to a wide variety of inbound calls—including emergency leaks, odor reports, and after‑hours warranty issues—gathering necessary information quickly and accurately. The specialist manages service interruption logs, contacts ratepayers, creates and schedules customer service work orders in SAP, and ensures all regulatory paperwork is complete. Additional responsibilities include compiling data for regulatory reporting, monitoring call performance metrics, and supporting the Operations Center team. Secondary duties involve communicating with customers to reschedule at‑risk appointments, maintaining data integrity for alternate main/gas accounts, tracking referrals for invoicing Homeworks & Peoples Protection Program services, and creating SAP capital project numbers for damages and emergency service costs. The specialist also updates construction meter spreadsheets, assigns work orders in mobile dispatch (VENTYX), and provides general support to Operations Center Specialists. • Answer emergency and non‑emergency calls, gather information, and determine appropriate response. • Manage and monitor service interruption logs, contact ratepayers, and arrange service restoration. • Research property owner data via county tax websites and issue registered letters when needed. • Create and process customer service work orders in SAP, including emergency, non‑emergency, and temporary services. • Validate plumber qualifications and process SIR forms per regulatory requirements. • Compile and submit regulatory reports such as Emergency Response, PUC compliance, and IVR call performance metrics. • Track and report on Operations Center performance measures, including average handle time and call availability. • Communicate with customers to reschedule at‑risk appointments and maintain appointment performance goals. • Update alternate main/gas account records and ensure data integrity in mapping systems. • Generate invoices for Homeworks & Peoples Protection Program referrals. • Create SAP capital project numbers for damages and emergency services to support cost tracking. • Provide support to Operations Center Specialists and assign work orders in mobile dispatch (VENTYX). • Perform light physical work (up to 10 lb) and operate standard office equipment.

Key Responsibilities

• ▸sap workorders
• ▸regulatory reporting
• ▸call monitoring
• ▸data integrity
• ▸customer rescheduling
• ▸ventyx dispatch

What You Bring

Applicants must have at least two years of customer service experience, with field or gas‑distribution experience preferred. An Associate’s degree is preferred, though relevant experience may substitute. Required skills include proficiency with Microsoft Office, SharePoint, and SAP, strong attention to detail, effective time‑management, and excellent written and verbal communication abilities. The role demands the ability to work in a distracting office environment, collaborate as part of a team, and handle flexible schedules including overtime. The position involves light physical work, typically lifting up to 10 pounds, and requires extended periods of sitting in an office setting. Employees must use standard office equipment such as computers, keyboards, fax machines, radios, headsets, and multiple software applications. Occasionally the role may require relocation to a DR site or Wilkinsburg. • Minimum two years of customer service experience; gas field or field operations experience preferred. • Associate’s degree preferred; related experience may substitute. • Proficient with Microsoft Office (Excel, Word, PowerPoint, Outlook, SharePoint) and SAP. • Strong attention to detail, time‑management, and ability to multitask. • Excellent written and verbal communication skills. • Ability to work flexible schedules and overtime as operationally needed.

Requirements

• ▸customer service
• ▸associate degree
• ▸microsoft office
• ▸sap
• ▸detail oriented
• ▸flexible hours

Work Environment

Field