Utility Support Specialist (Field Based)

ERM is hiring a Utility Support Specialist in Bryn Mawr, PA . The Utility Support Specialist is responsible for providing customer service, administrative, data management, and program support for Lead Service Line (LSL) sampling and replacement programs. This position will report to our client’s offices and serve as a key point of coordination between customers, field staff, project teams, and program stakeholders.

The ideal candidate is highly organized, detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced environment. During the initial onboarding and training period, the position will work approximately 3-4 days per week in-office before transitioning to a full-time in-office schedule of 5 days per week. This is a full time (40 hours per week) limited-term role for a duration of 12 months, extendable.

Key Responsibilities

• Answer incoming customer calls and return voicemails.
• Manage and respond to customer, client, and internal email inquiries.
• Communicate with homeowners regarding service line investigations, water sampling activities, contracts, scheduling, and program participation.
• Provide support through Microsoft Teams and other communication platforms.
• Maintain daily activity logs, tracking reports, and program spreadsheets.
• Review, update, and close completed work orders.
• Process invoices and support billing activities.
• Create work orders for identified galvanized service lines.
• Prepare, distribute, and track contracts electronically and through mail correspondence.
• Update GIS systems and program databases.
• Track water kit requests and maintain customer records.
• Coordinate water sampling kit deliveries, pickups, and related logistics.
• Support customer outreach initiatives.
• Assist field staff and project teams with scheduling and operational needs.
• Complete expense reports and timesheets.
• Support special projects and priority assignments as directed.
• Prepare monthly customer correspondence and program communications.
• Conduct data reviews and quality assurance checks.
• Transfer and organize program data between systems.
• Generate reports and attend project meetings.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 1-3 years of experience in customer service, administrative support, or program coordination.
• Strong customer service and communication skills.
• Excellent organizational and multitasking abilities.
• Proficiency with Microsoft Office, including Outlook, Excel, Word, and Teams.
• Strong attention to detail and data entry skills.
• Ability to work independently and as part of a team.

Preferred Qualifications

• Experience supporting utility, environmental, water quality, infrastructure, or compliance programs.
• Experience with GIS, CRM, or work order management systems.

Who We Are:
As the largest global pure play sustainability consultancy, we partner with the world’s leading organizations, creating innovative solutions to sustainability challenges and unlocking commercial opportunities that meet the needs of today while preserving opportunity for future generations.

At ERM we know that creating a diverse, equitable and inclusive work environment is an essential part of making our company a great place to build a career. We also see our diversity as a strength that helps us create better solutions for our clients. Our diverse team of world-class experts supports clients across the breadth of their organizations to operationalize sustainability, underpinned by our deep technical expertise in addressing their environmental, health, safety, risk and social issues. We call this capability our “boots to boardroom” approach for its comprehensive service model that allows ERM to develop strategic and technical solutions that advance objectives on the ground or at the executive level.

Please submit your resume and brief cover letter.

ERM does not accept recruiting agency resumes. Please do not forward resumes to our jobs alias, ERM employees or any other company location. ERM is not responsible for any fees related to unsolicited resumes.

ERM is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Thank you for your interest in ERM!