Customer Service - Lead Program Customer Assist.

Pittsburgh Water; Pittsburgh (Allegheny County); Hybrid; USD 36,000 - 41,000; Full time

Job summary

Pittsburgh Water is seeking a Lead Program Customer Assistant in the Customer Service department to support the Lead Service Line Replacement program and assist in preparing notices and informational packets for customers.

The role requires strong communication, data handling, and MS Office skills, with a focus on accuracy, reliability, and customer service across a hybrid work environment in Pittsburgh, PA.

Qualifications

• High School Diploma or GED required.
• Two years of experience in customer service/public outreach.
• Call center experience preferred.

Responsibilities

• Communicate with customers via email and telephone.
• Interface with Pittsburgh Water personnel and contractors regarding LSLR work.
• Notify customers with lead sample results and provide follow-up instructions.
• Document and track all customer communication using Pittsburgh Water’s software.
• Merge files using Microsoft Word and Excel.
• Prepare and mail outgoing letters and notices.
• Perform data entry, retrieval and related tasks.
• Prepare reports for regulatory agencies as needed.
• Compute figures and analyses as required.
• Document QA/QC of reports.
• Perform other related tasks as assigned or required.

Skills

Time Management

Organizational Skills

Technical & analytical skills

Detail oriented

Microsoft Excel

Microsoft Outlook

Microsoft Word

Customer service

Flexibility

Credibility/Reliability

Education

High School Diploma or GED

Job description

Job Title: Lead Program Customer Assistant
Department: Customer Service
Union: American Federation of State, County, and Municipal Employees (AFSCME), District Council 84 Local 2719
Rate: $26.27 (Probationary Rate) - $29.51 (Full Rate)
FLSA Status: Non-Exempt
Hybrid: Yes

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

RESPONSIBILITIES
• Communicate with customers via email and telephone
• Interface with Pittsburgh Water personnel and contractors 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
• Document and track all customer communication using Pittsburgh Water’s software applications
• 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

KNOWLEDGE, SKILLS & ABILITIES
• Time Management
• Organizational Skills
• 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 (2) 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) PA 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 Allegheny County at the time of appointment and remain a resident in Allegheny County throughout employment with the Pittsburgh Water.

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.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and see, talk and hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl on even and uneven surfaces. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

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 and/or recalled 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 randomized drug and alcohol testing conducted without advance notice and for reasonable 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:

Pittsburgh Human Resources Department
1200 Penn Avenue
Pittsburgh, PA 15222
412-255-8800
[e-mail]

An Equal Opportunity Employer: Pittsburgh Water 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. Pittsburgh Water is committed to providing candidates with reasonable accommodations for those with disabilities during our recruiting process; if you need assistance, please contact us at [e-mail] 412-255-8800.