Service Associate, SCD

Salisbury, MD posted on August 12

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Position Description

Under limited supervision performs clerical or other office type work. Routinely assess the needs of external and internal customers to determine a best approach to resolution. Routinely support, maintain and coordinate the Engineering Process in the Job Order System from a variety of sources to provide customer service. Support district/department operations in the timely preparation, maintenance and coordination of the processes within Planning & Design, District Resources, Field Services and other District processes. Daily usage of applicable corporate computer systems to support, maintain, and coordinate the Engineering Process in the Job Order System from a variety of sources to provide quality customer service.  Such as but not limited to pereforming non-design activities like looking up information in GIS/GWD system. Routinely demonstrate the principles of safety, diversity, teamwork and development/training of coworkers. Communicate in all directions as a task-orientated employee who works independently. Make recommendations and implements work practices for process improvements and streamlining. Supports the emergency restoration efforts as set forth in the Storm Restoration Plan. Direct and instruct other Service Associates as required. Perform clerical duties as required by the district/department to meet business needs.

Position Requirements

Experience demonstrating skill performing general administrative duties simultaneously (for example filing, answering phones, making copies, faxing, sorting mail, sending mail, checking/responding to email).
Experience demonstrating skill operating office machines such as calculator, copier, computer, printer, fax machine, scanner, telephone, etc.
Experience demonstrating skill performing data entry into a computer.
Experience demonstrating skill communicating orally and in writing with others internal and external to the organization.
Experience demonstrating skill ensuring accuracy and being accountable for work (e.g., checking and verifying work).
Experience demonstrating skill performs mathematical calculations (for example, addition, subtraction, multiplication, division, percentages, averages).
Experience demonstrating skill using PC-based word processing, spreadsheet and email software.
Ability and willingness to sit and input data into the computer for prolonged periods of time.
Ability and willingness to work overtime and during emergencies with little or no notice, as required.
Ability and willingness to work independently and accurately under tight deadlines.
Ability and willingness to prioritize and multi-task work.
Ability and willingness to travel to various locations as required.
Ability and willingness to adhere to safety regulations and policies as required.
Ability and willingness to maintain confidential information.
Ability and willingness to perform a second role in accordance with PH's Emergency Preparedness Guidelines for all employees.
Must successfully pass a Criminal History Records Check which consists of a 7-year criminal records check for felony convictions.
Must successfully pass a medical screening to include a drug test.
Must possess a valid driver's license.
Must successful pass qualification test.

Knowledge of utility rates and tariffs.
Experience demonstrating skill resolving customer complaints and issues.
Experience demonstrating skill processing customer work orders or new applications.
Experience demonstrating skill researching and interpreting customer information, work requests and/or applications.
Experience demonstrating skill supporting emergency restoration efforts.
Experience demonstrating skill interpreting and understanding union contracts.
Experience demonstrating skill using WIMS, CIS/GUI and/or SAP.