Job Description

Position: Customer Service Representative I

Division: Customer Service

Rate: $21.10 (Probationary Rate) - $22.38 (Full Rate)

Union: American Federation of State, County and Municipal Employees (AFSCME) District Council 84 Local 2719

FLSA: Non- Exempt

The Customer Service Representative I will perform moderately responsible clerical duties requiring independent analysis, exercise of judgement and detailed knowledge of relevant Pittsburgh Water programs, policies, procedures, and regulations.

RESPONSIBILITIES

• Manage inbound and outbound customer calls in a timely manner, identify customers’ needs and wants, give clarifying information, and continue to build strong relationships with customers.
• Utilize call queue software to mitigate customer call wait times by self-monitoring telephone presence.
• Responds to inquiries from the general public and Pittsburgh Water personnel regarding various Pittsburgh Water programs, policies, procedures, and regulations.
• Follow-up on requests or complaints; keeps manual and/or automated records accurate through file maintenance, posting, updating, checking; operates office machines (e.g. PC, copier, calculator).
• Classifies, indexes, files, or distributes forms, correspondence, and payments; researches, pulls, and routes files as appropriate.
• Receives visitors, mail, and telephone calls; may give information and direction, distribute equipment and route visitors or personnel to the appropriate department.
• Performs data entry, retrieval and other processes as requested or required.
• Computes figures and/or mathematical calculations or analyses as requested or required.
• Proofreads materials and verifies documents, and invoices.
• May type correspondence, invoices, lists, and notate customer accounts.
• Maintaining up to date knowledge of Pittsburgh Water policies and procedures, tariffs, rules, and regulations.
• Perform other tasks as assigned or required.

KNOWLEDGE, SKILLS & ABILITIES

• Considerable knowledge of general office procedures, including filing and receptionist duties, business English, spelling, mathematics, looking up information and retrieval of information
• Strong ability to quickly learn and effectively communicate Pittsburgh Water programs, policies, procedures, regulations, relevant technical and/or legal information
• Ability to establish and maintain manual and/or automated records and files; to proofread copy and compare words and numbers for accuracy
• Perform simple to moderately complex oral and written instructions; operate office machines (e.g., copier, calculator, etc.); ability to type and/or operate a PC
• Strong ability to communicate effectively both orally and in writing; and to establish and maintain effective working relationship with supervisors, associates, outside agencies and the general public. Working knowledge of MS Word, Excel, and Access is a plus

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.

• High School Diploma or GED
• Two (2) years of relevant Customer Service experience

GENERAL REQUIREMENTS

Applicant must have permanent residency in Allegheny County at the time of appointment and remain a resident in Allegheny County throughout employment with the Pittsburgh Water:

SUPERVISION EXERCISED / RECEIVED

No direct reports / Will receive supervision directly from the Senior Customer Service Coordinator.

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, stand, walk, use hands/fingers, including fine dexterity and coordination; see, talk, and hear. The employee is frequently required to lift up to 25lbs, reach with hands and arms, and bend.

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.

Applications: You may be considered for other available positions based on qualifications provided on your employment application. If you have questions regarding your application, please contact the Human Resources Department at:

Pittsburgh Water Human Resources Department

1200 Penn Avenue

Pittsburgh, PA 15222

412-255-8800

hr@pgh2o.com

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.