Announced in Anticipation of Approval by the Administrative Board
This is customer service work at the advanced performance level in the Philadelphia Water Department Customer Contact Center. Employees in this class serve as a lead worker providing technical direction to lower level customer service representatives and are responsible for training employees in applying established Water Department customer service proficiencies. The work of this class differs from lower level classes in that employees are responsible for investigating unresolved, complex customer inquiries, reviewing account histories and determining next steps for complex customer issues. Recommending and implementing new procedures to improve customer service is a significant aspect of the work. Employees have significant contact with the general public and other city departments and perform work under the direct supervision of a Water Customer Care Supervisor.