Customer Service - Customer Service Representative I

Pittsburgh Water & Sewer Authority•Pittsburgh, PA

22h

About The Position

The Customer Service Representative I performs moderately responsible clerical duties requiring independent analysis, judgment, and detailed knowledge of Pittsburgh Water programs, policies, procedures, and regulations. The role handles customer communications and inquiries, maintains accurate records, performs data entry and calculations, and provides general office support. The position is subject to remaining on duty beyond normal hours and/or being recalled during emergencies or other extensive periods.

Requirements

High school diploma or GED.
Two years of relevant customer service experience.
Permanent residency in Allegheny County at the time of appointment and continued residency in Allegheny County throughout employment.
Considerable knowledge of general office procedures, including filing and receptionist duties, business English, spelling, mathematics, and locating and retrieving information.
Ability to quickly learn and effectively communicate Pittsburgh Water programs, policies, procedures, regulations, and relevant technical or legal information.
Ability to establish and maintain manual or automated records and files, proofread copy, and compare words and numbers for accuracy.
Ability to follow simple to moderately complex oral and written instructions, operate office machines, and type and/or operate a PC.
Ability to communicate effectively orally and in writing and maintain effective working relationships with supervisors, associates, outside agencies, and the public.
Ability to pass the required pre-employment background investigation, including applicable criminal history, employment, performance, reference, credential, and credit history checks.
Employment may be contingent on passing a post-offer physical examination and drug screening.

Nice To Haves

Working knowledge of Microsoft Word, Excel, and Access.

Responsibilities

Manage inbound and outbound customer calls promptly, identify customer needs, provide clarifying information, and build strong customer relationships.
Use call queue software and self-monitor telephone presence to help mitigate customer wait times.
Respond to inquiries from the public and Pittsburgh Water personnel about programs, policies, procedures, and regulations.
Follow up on requests and complaints and maintain accurate manual or automated records through filing, posting, updating, and checking.
Operate office machines such as a PC, copier, and calculator.
Classify, index, file, or distribute forms, correspondence, and payments; research, retrieve, and route files as appropriate.
Receive visitors, mail, and telephone calls; provide information and directions, distribute equipment, and route visitors or personnel to the appropriate department as needed.
Perform data entry, retrieval, and other processes as requested or required.
Compute figures and perform mathematical calculations or analyses as requested or required.
Proofread materials and verify documents and invoices.
Type correspondence, invoices, and lists, and make notations on customer accounts as needed.
Maintain current knowledge of Pittsburgh Water policies, procedures, tariffs, rules, and regulations.
Perform other tasks as assigned or required.