June 4, 2023

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[New Job Vacancy] job in The Pittsburgh Water and Sewer Authority, (Pittsburgh, PA 15222) – Jobs in Pittsburgh, PA 15222

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Job Opening details:-
Company Name :-
The Pittsburgh Water and Sewer Authority
Position Name :-

Company Location :-
Pittsburgh, PA 15222
Job Category :-

Full Job Description :-
Under limited supervision of the Director of Customer Service, responsible and accountable for directing, planning, and managing the day-to-day operations of the Contact Center, Dispatch, Collections, and Lead Help sections of the Customer Service department. The incumbent is responsible for the implementation and project management of standards, targets, policies, and plans to ensure department operational efficiency and effectiveness.


Oversee day-to-day services, programs, and activities for the Contact Center, Dispatch, Collections, and Lead Help sections of the Customer Service department.
Implement, enforce and recommend strategies to increase the quality and efficiency of support to customers.
Research and recommend expansions to technology, equipment, and policies that will improve customer service and retention.
Oversee and maintain Contact Center operations including its staff and statistics.
Maintain and advance Headwaters and Public Utility Commission performance metrics for Contact Center, Dispatch, Collections, and Lead Help staff.
Collaborate with all levels of leadership to develop, execute and monitor transformational activities while driving measurable and sustainable goals.
Partner with other departments and management to accommodate timely and complete issue resolution.
Manage service levels and requirements for the department.
Ensure departmental projects are managed and executed effectively, meeting all necessary deadlines and goals.
Monitor and evaluate departmental performance; recommend, within departmental policy, appropriate service and staffing levels.
Partner with leadership on matters of policy and short and long-term planning.
Maintain awareness of new trends and developments in the fields of customer service and professional practices and techniques; incorporate new developments as appropriate.
Supervise, evaluate, coach, mentor, train, discipline and motivate staff and contractors.
Performs other related tasks as assigned or required.


Extensive ability to develop and implement best practices to promote continuous improvement, operational efficiencies, innovation, and excellent customer service.
Strong management skills (planning, organizing, analysis, problem solving, team working, employee development).
Advanced knowledge and understanding of the operation of Customer Service and Utility Billing.
Excellent leadership skills, with the ability to lead, motivate and empower employees.
Knowledge of the principals and practices of system programming, mail distribution, and overall management of a public entity.
Skilled in a variety of technology platforms with proficiency in Microsoft Office products.

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:

Bachelor’s degree in Business Management, Business Administration or a related field from an accredited four-year college or university. Master’s degree preferred.
7-10 years of related experience with a minimum of five (5) years of supervisory experience.


Applicant must present an up-to-date COVID-19 vaccination at the time of application or prior to commencement of work (subject to applicable law including the Americans with Disabilities Act (ADA) and Title VII of the Civil Rights Act of 1964 reasonable accommodation 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 within one of the following Pennsylvania counties at the time of appointment and remain a resident within one of the noted counties throughout employment with PWSA: Allegheny, Armstrong, Beaver, Butler, Fayette, Greene, Lawrence, Indiana, Washington, or Westmoreland.

Will directly supervise Administrative Assistant, Senior Customer Service Manager, Senior Collections Manager, and Senior Lead Help Coordinator / Will receive supervision directly from the Director, Customer Service.

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.


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.

Employment may be contingent upon the results of a post-offer (initial employment or promotion) physical examination performed by the Authority’s examining physician.

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.


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 hr@pgh2o.com or 412-225-8800.

Position: Deputy Director, Customer Service

Division: Customer Service

Salary: $130,000-$150,000

FLSA: Exempt

Application Deadline: Until Filled

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