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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.
Union Code M. AFSCME D.C.33
FLSA Code Non-Exempt
Minimum Training, Education & Experience
The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Candidates must meet requirements within 30 days after the last date for filing applications.
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.
AND
2. EDUCATION
Education equivalent to completion of the twelfth school grade.
AND
3. EXPERIENCE
Two years of experience at the full performance level as a Water Customer Care Representative.
City of Philadelphia class that typically meets the experience requirement:
Water Customer Care Representative (6J17)
Physical & Medical Requirements
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
Required Licenses & Certifications
Other Requirements
Equivalency Statement(s)
Any equivalent combination of training and experience determined to be acceptable by the Office of Human Resources, which has included the experience as specified above.
Application Procedures
CITY OF PHILADELPHIA APPLICATION INFORMATION
Thank you for your interest in employment with the City of Philadelphia. Please refer to the important information below regarding this job opportunity.
1. You must complete the entire application process, provide accurate and up to date contact information, and submit all certifications, required licenses, and relevant documentation with each application or email the documents as an attachment to the Human Resources Representative listed below prior to the date of the exam.
2. Notification of application approval, disapproval, and testing dates will be sent within the three-week period prior to February 2, 2022. Applicants are responsible for regularly checking their email and providing any additional information requested or application status appeals within the two week period listed in the notice.
3. The analyst responsible for reviewing applications and additional documentation for this job opportunity is
Nathan Vader Wyse
City of Philadelphia – Office of Human Resources
1401 JFK Blvd., Room 1530
Philadelphia, PA 19102-1675
Phone: 215-686-2345
Fax: 215-686-0861
Email: [email protected]
4. For all other inquiries please contact Customer Service at 215-686-0880 or email [email protected]
Notes to Applicants
The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected]. For more information, go to: www.phila.gov/humanrelations
The City of Philadelphia is committed to ensuring access to Civil Service examinations by providing appropriate accommodations for candidates with documented medical or religious reasons. Candidates may request an accommodation for a Civil Service examination by contacting the Equal Employment Opportunity / Affirmative Action Unit of the Philadelphia Department of Labor at 215-683-5085. The accommodation process is interactive and requires cooperation and communication between the applicant requesting a test accommodation and the EEO Unit. Decisions will be made on a case-by-case basis using the required documentation that is submitted. Requests are to be made in a timely manner prior to the scheduled date of the Civil Service examination.
Only an on-line application will be accepted for this exam. Paper applications will not be accepted.
Computers are available in the 3-1-1 Walk-In Center located in Room 167 of City Hall (Weekdays from 9 AM to 5 PM) and at your local Philadelphia Free Library branch.
For inquiries regarding City employment, contact the Office of Human Resources Monday through Friday between 8 AM and 4 PM by telephone at 215-686-0880 or by email at [email protected]
ALL Applications must be received by the end of business on January 7, 2022.
Your application will be rejected and you will be disqualified from competing in this examination if you:
1) Do not provide your complete and accurate social security number.
2) Attempt to practice fraud or deception in the preparation of this application
All correspondence and notifications will be sent to your e-mail address or postal address listed in the contact information (address, phone #, e-mail) of your account profile. Your contact information will be automatically updated each time you submit an application for employment. It is your responsibility to change your contact information and to ensure that it is correct
If you provide an e-mail address, all correspondence regarding this examination will be sent to you by e-mail. You should add [email protected] to your address book or list of trusted contacts to prevent notices from being marked as spam by your e-mail provider.
Please call the Office of Human Resources at 215-686-0880 or email [email protected] if you have any questions.
Information concerning employment with the City of Philadelphia may be found at:
http://www.phila.gov/personnel
http://www.phila.gov/personnel/ExamsFAQ.html
Facebook @CityofPhiladelphiaJOBS
Twitter @PHLCityJobs
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 persons receiving an identical test score. If you have maintained a bona fide residence in Philadelphia for at least one year immediately preceding February 2, 2022, you are eligible to claim residency preference.
To receive such preference, candidates must respond to the question regarding residence later in this form.
The response on this application 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.
Projected Exam Date
This examination will be scheduled for February 2, 2022. Please note that this examination date is subject to change. Candidates must have access to a desktop computer or laptop with internet access. If you do not have internet access please contact the analyst listed on this announcement.
An Eligible List will be established the week of February 14, 2022. Please note that this date may change.
Test Review
In accordance with Civil Service Regulation 9.091B, candidates will have 30 days after the results have been mailed to review their test and to file appeals to the key answers. Call 215-686-0880 if you wish to schedule a Test Review.
Assigned to (view only)
Assigned to Nathan Vader
Parts & Weights
Part
Weight 90%
Part
Weight 10%
