Customer service - lead program customer

Full job description

The Lead Program Customer Assistant will provide support to Lead Help by conducting customer outreach, handling incoming customer calls regarding the Authority’s Lead Service Line Replacement (LSLR) program, and assisting in the preparation of customer notices and informational packages regarding scheduled lead line replacements.
RESPONSIBILITIES

• Correspond with customers via email and telephone
• Document and track all customer communication using PWSA’s software tools
• Merge files using Microsoft Word and Excel
• Prepare and mail outgoing letters and notices
• Perform data entry, retrieval and other processes as requested or required
• Prepare reports for regulatory agencies as needed
• Compute figures and/or mathematical calculations or analyses as requested or required
• Document QA/QC of various reports
• Perform other related tasks as assigned or required
• Interface with operations managers regarding scheduled lead service line replacements, LSLR construction progress, and emergency lead line replacements

Contact customers with lead sample results that exceed the Environmental Protection Agency’s Lead and Copper Rule action level and provide follow up instructions to those customers
KNOWLEDGE, SKILLS & ABILITIES

• Time Management
• Organization Skills
• Communicate effectively with customers over the telephone and in correspondence
• Strong technical and analytical skills
• Detail oriented
• Proficiency with Microsoft Office products, such as Microsoft Excel, Outlook, and Word
• Strong customer service skills
• Flexibility/Stress Management
• Personal Effectiveness/Credibility/Reliability

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 years of experience working in a customer service/public outreach capacity
• Call center experience is preferred

GENERAL REQUIREMENTS
Applicant must present a current, valid Class C (Class 1) Motor Vehicle Operator’s License at the time of application or prior to appointment. A valid driver’s license must be maintained throughout employment.
Applicant must have permanent residency in the 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 directly from the Lead Help 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


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 or .
Position: Lead Program Customer Assistance
Division: Customer Service
Union: American Federation of State, County, and Municipal Employees (AFSCME), District Council 84 Local 2719
Rate: $24.76 - $27.82
FLSA: Non-Exempt
Application Deadline: 7/12/2024