Customer Service - CSR 1

The Customer Service Representative I will perform moderately responsible clerical duties requiring independent analysis, exercise of judgement and detailed knowledge of relevant PWSA 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 PWSA personnel regarding various PWSA 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 PWSA 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 PWSA 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
● Contact center experience preferred 

GENERAL REQUIREMENTS
Applicant must have permanent residency in Allegheny County at time of appointment and remain a permanent resident throughout employment with the PWSA. Verification of Allegheny County residence is required at time of filing application.

SUPERVISION EXERCISED / RECEIVED
No direct reports / Will receive supervision 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. 

The physical demands consist of walking, climbing stairs, finger movements including fine dexterity and coordination, hearing conversation, seeing near and far, and speaking clearly. Frequently bending, stooping, repetitive leg and arm movements, lifting up to 25 lbs. 

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 or 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 drug and alcohol testing conducted without advance notice and without individualized 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: 
 
PWSA Human Resources Department 
1200 Penn Avenue 
Pittsburgh, PA 15222 
412-255-8800 
hr@pgh2o.com   
 
An Equal Opportunity Employer: The Pittsburgh Water and Sewer Authority (PWSA) 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. PWSA 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. 
 
Position: Customer Service Representative I
Division: Customer Service  
Rate: $19.89 (Probationary Rate) | $21.10 (Full Rate) 
Union: American Federation of State, County and Municipal Employees (AFSCME) District Council 84 Local 2719 
FLSA: Non- Exempt 
Application Deadline: