6J13

PAY RANGE: 9

WATER CUSTOMER CARE TRAINEE

(General)

(Bilingual)

GENERAL DEFINITION

This is customer service work at the entry level for the Philadelphia Water Department Customer Contact Center. Employees in this class participate in a training program to learn established departmental customer service proficiencies and to resolve customer inquiries leading to the full performance level. Employees are responsible for responding to billing inquiries and establishing payment agreements to meet the needs of residential water customers. Employees have significant contact with the general public and perform work under the close supervision of a Water Customer Care Supervisor.

ALLOCATING FACTORS: (The following conditions must be met for a position to be approved for this class.)

1. Employees in this class must perform customer service work at the trainee level in the Water Department Customer Contact Center.

2. Positions in this class must be located in the Water Department.

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)

BILINGUAL SPECIALTY

Performs the duties shown below with members of the English language speaking and designated non‑English language speaking populations.

GENERAL SPECIALITY

Learns the standards and principles of call management, including greetings and call escalation procedures; explains customer rights and responsibilities and the processes of the metering, billing and revenue collection process; provides customers with reference materials as necessary or directs to online resources; answers, via telephone and in writing customer questions; investigates and resolves complaints pertaining to utility billing; understands and provides information regarding water customer service facilities, payment options and water assistance programs, including grant status requests, applicant eligibility and discount programs; establishes payment agreements including terms of the agreement to inquiries regarding water shut-offs; responds to billing inquiries; provides billing history, investigates and provides information regarding high usage or zero bills, adjustments, duplicate bills and/or stormwater charges.

Assists customers with change of record accountholder name requests and inquiries; makes revisions to account identifying information.

Uses various computer systems to enter data of new utility customers and make data changes; obtains other information to assist customers.

Participates in required training to develop knowledge of customer service and utility processes and procedures.

Performs related work as required.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE OF:

· principles and processes for providing customer service

· modern office procedures, methods and equipment including computers

· computer applications and systems for billing and account management

· basic business communication

· methods, procedures, practices, and terminology used in billing and financial record keeping

· English usage, punctuation and grammar

ABILITY TO:

· learn and apply the departmental policies, principles and procedures of the Water Department Customer Contact Center

· learn Water Department policies and procedures pertaining to water and sewer billing and associated codes and fees

· learn the Water Department rules and regulations pertaining to water and sewer services

· learn Water Department operations, services, and programs related to customer accounts

· learn state and federal regulations that dictate the operational requirements of the Water Department, e.g., the Clean Water Act and Safe Drinking Water Act

· use computer applications and systems for utility billing and account management

· learn programs and services of the organization relating to service fees, billing, and account maintenance

· exercise tact and judgment in responding to inquiries and resolving complaints and problems

· interpret and respond to customer communications appropriately

· find and reconcile discrepancies in balancing accounts

· perform basic mathematical computations with accuracy

· communicate clearly and concisely, both orally and in writing

· establish and maintain effective working relationships with associates and the public

· type and enter data at a speed necessary for successful job performance

MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 2/18.)

BOTH SPECIALTIES:

EDUCATION:

Education equivalent to completion of the twelfth school grade.

AND

GENERAL EXPERIENCE:

Six months of customer service experience in a high-volume call center consisting of 50 or more employees with responsibility for interacting with customers regarding their accounts and establishing payment and billing agreements.

ADDITIONAL REQUIREMENT FOR THE BILINGUAL SPECIALTY

Sufficient training and/or experience to be able to converse effectively in English and the designated non‑English language.

PHYSICAL AND MEDICAL REQUIREMENTS

Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

Class Established

CSC – 12/17

Ad Board – 2/18