Customer Service - CSR 1

About the position

The Customer Service Representative I at the Pittsburgh Water and Sewer Authority (PWSA) is responsible for performing clerical duties that require independent analysis and a detailed understanding of PWSA programs, policies, and regulations. This role involves managing customer interactions, maintaining accurate records, and providing information to both the public and PWSA personnel.

Responsibilities

• Manage inbound and outbound customer calls in a timely manner, identifying customers' needs and wants, and building strong relationships with customers.
• Utilize call queue software to mitigate customer call wait times by self-monitoring telephone presence.
• Respond to inquiries from the general public and PWSA personnel regarding various PWSA programs, policies, procedures, and regulations.
• Follow up on requests or complaints; maintain accurate records through file maintenance and operate office machines.
• Classify, index, file, or distribute forms, correspondence, and payments; research and route files as appropriate.
• Receive visitors, mail, and telephone calls; provide information and direction, and route visitors or personnel to the appropriate department.
• Perform data entry, retrieval, and other processes as requested or required.
• Compute figures and/or mathematical calculations or analyses as requested or required.
• Proofread materials and verify documents and invoices.
• Type correspondence, invoices, lists, and notate customer accounts as needed.
• Maintain up-to-date knowledge of PWSA policies and procedures, tariffs, rules, and regulations.
• Perform other tasks as assigned or required.

Requirements

• High School Diploma or GED
• Two (2) years of relevant Customer Service experience
• Contact center experience preferred
• Considerable knowledge of general office procedures, including filing and receptionist duties, business English, spelling, and mathematics.
• Strong ability to quickly learn and effectively communicate PWSA programs, policies, procedures, and regulations.
• Ability to establish and maintain manual and/or automated records and files; to proofread copy and compare words and numbers for accuracy.
• Ability to 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; establish and maintain effective working relationships with supervisors, associates, outside agencies, and the general public.

Nice-to-haves

• Working knowledge of MS Word, Excel, and Access is a plus.

Benefits

• Hourly pay rate of $19.89 (Probationary Rate) and $21.10 (Full Rate)
• Union membership with AFSCME District Council 84 Local 2719
• Equal Employment Opportunity policies
• Reasonable accommodations for candidates with disabilities during the recruiting process.