Customer Service - Customer Service Representative I
About The Position
The Customer Service Representative I performs moderately responsible clerical duties requiring independent analysis, sound judgment, and detailed knowledge of Pittsburgh Water programs, policies, procedures, and regulations. The role handles customer and public inquiries, maintains records, processes information and documents, and provides general office support. The position requires a high school diploma or GED and two years of relevant customer service experience. An equivalent combination of education and/or experience may be accepted. Applicants must be permanent residents of Allegheny County at the time of appointment and remain residents there throughout their employment. The position has no direct reports and receives supervision from the Senior Customer Service Coordinator. The office-based role involves regular sitting, standing, walking, hand use and fine dexterity, and seeing, talking, and hearing. Employees frequently lift up to 25 pounds, reach, and bend. The work environment has moderate or quiet noise levels. Employees may need to remain on duty beyond normal hours or be recalled during emergencies or other extended periods. Employment may be contingent on post-offer physical examination and drug screening; continued employment may be subject to random drug and alcohol testing. A pre-employment background investigation is required, including criminal history, employment and performance, reference, and credential checks, and in some cases a credit history check. Applicants are also subject to a System for Award Management (SAM) search.
Requirements
- High school diploma or GED; an equivalent combination of education and/or experience may be accepted.
- Two years of relevant customer service experience.
- Permanent residency in Allegheny County at the time of appointment and throughout employment.
- Considerable knowledge of general office procedures, including filing and receptionist duties, business English, spelling, mathematics, and looking up and retrieving information.
- Ability to quickly learn and effectively communicate Pittsburgh Water programs, policies, procedures, regulations, and relevant technical and/or legal information.
- Ability to establish and maintain manual and/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 and operate office machines, including a copier and calculator; ability to 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 general public.
- Ability to meet the described physical demands, including frequent lifting of up to 25 pounds, reaching, and bending.
- Ability to pass a thorough pre-employment background investigation, including criminal history, prior employment and performance, reference, and credential checks, and in some cases a credit history check.
- Subject to a post-offer physical examination and drug screening, and potentially to randomized drug and alcohol testing during employment.
Nice To Haves
- Working knowledge of MS Word, Excel, and Access.
Responsibilities
- Manage inbound and outbound customer calls in a timely manner, 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 general public and Pittsburgh Water personnel about programs, policies, procedures, and regulations.
- Follow up on requests or complaints and maintain accurate manual and/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 appropriate departments 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, or lists and make notations on customer accounts as needed.
- Maintain up-to-date knowledge of Pittsburgh Water policies, procedures, tariffs, rules, and regulations.
- Perform other tasks as assigned or required.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
