Water Field Customer Service Representative

This is utility field customer service work at the full performance level in the Water Department’s Operations Administration section. Employees in this class perform work in one of three areas of assignment: Customer Service, Delinquency & Restoration or Metering. Employees in the Customer Service assignment conduct field investigations of customer complaints and claims pertaining to water and sewer services, plumbing violations and emergency repairs and are responsible for the issuance and enforcement of Notices of Plumbing Defects when water and sewage violations are found. Employees in the Delinquency & Restoration assignment are responsible for conducting field investigations, issuing violations and Notices of Plumbing Defects, collecting payment of delinquent and non-complaint accounts, the shut-off and restoration of delinquent accounts and the shutoff of illegally restored services. Employees in the Metering Assignment perform inspections to determine compliance with Philadelphia Water Department regulations and investigate, install, repair and troubleshoot residential and commercial AMR (Automated Meter Reading) water meters. Communicating in the field with water customers, business representatives, and the general public to resolve problems is a significant aspect of the work. Work is performed under the direction of a Water Field Customer Service Supervisor or a Water Meter Repair Supervisor.

ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)
1. Employees must be located in the assigned unit of the Operations Administration section of the Water Department.
2. Employees perform utility field work at the full performance level in one of three areas of assignment: Customer Service, Delinquency & Restoration or Metering.


CONTACT INFORMATION:

The analyst responsible for reviewing applications and additional documentation for this job opportunity is

Jenna R. Smith

City of Philadelphia – Office of Human Resources

1401 JFK Blvd., Room 1530

Philadelphia, PA 19102-1675

Phone:215-686-0874

Fax: 215-686-0861

Email: jenna.smith@phila.gov

For all other inquiries please contact Customer Service at 215-686-0880 or email hrhelpdesk@phila.gov

ELIGIBLE LIST: DEPARTMENTAL-ONLY PROMOTIONAL
Only a departmental promotional eligible list for the Water Department will be established as a result of this examination.

Candidates who pass the exam and are placed on the civil service list will be retained on the list for a minimum of one year and a maximum of two years after the establishment of the Eligible List.

PREFERENCE FOR PHILADELPHIA RESIDENTS
Candidates who have maintained a bona fide residence in Philadelphia for at least one year prior to the date of the civil service examination shall have priority over all other people receiving an identical test score. 

To receive such preference, candidates must respond to the question regarding residence on this application. This response will be used to determine eligibility for preference for residents. Documentation of residence may be required if there is any question as to whether you meet the residency preference requirements.

If an applicant does not respond to the appropriate residence question, it will be assumed that the applicant does not qualify for residence preference.  Eligibility for residence preference must be determined by the date of the test administration.  No requests for residence preference will be granted after the test administration.

TRAINING AND EXPERIENCE EVALUATION
Applicants will be evaluated and scored based upon their training and experience credentials. Applicants will not be asked to appear to take a scheduled examination.

Scores in the Training and Experience Evaluation will be based on documentation of education and experience provided by the candidate. To receive full credit for your education and experience, you should submit all relevant documentation including college transcripts, licenses, certifications, paid out of class documentation, etc. and provide a detailed description of your education, experience, and credentials.

An Eligible List will be established the week of June 15, 2026. Please note that this date may change.

TEST REVIEW

In accordance with Civil Service Regulation 9.091D, candidates may review their answer sheets and other test papers to determine if they have been scored correctly or if there has been an irregularity in the administration of the examination. Candidates will have 30 days after the results have been mailed to review their test and to file a written appeal. Call 215 686-0880 if you wish to schedule a test review.

High School/GED

ANTICIPATED ELIGIBILITY
 Candidates who meet all eligibility requirements within 6 months of the application deadline will be admitted to this examination.  Successful candidates will be placed on the eligible list but may not be hired or promoted until all requirements have been satisfied.

1. CIVIL SERVICE STATUS:
Presently employed by the City of Philadelphia with permanent Civil Service status in the Water Department with a performance rating of Satisfactory or higher.

2. EDUCATION
Education equivalent to the completion of the twelfth school grade.

AND

3. EXPERIENCE
Two years of experience as a Utility Representative, performing utility customer support work, receiving and interpreting requests or complaints related to water and sewer service which has included making on-site inspections to ascertain the nature of complaints.

OR
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources.

City of Philadelphia classes which typically meet the experience requirements:

Utility Representative (6F11)

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

LICENSES, REGISTRATIONS AND CERTIFICATES
Possession of a valid proper class motor vehicle operator's license as issued by the Commonwealth of Pennsylvania prior to appointment and during tenure of employment

Salary : $50,543 - $55,290