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Customer Service Representative



Work Schedule

Full Time

Position Open



Customer Service


Main office

Position Reports To

Vice President-Customer Service

Position Summary

This is basic, entry level utility customer service work in support of the Customer Service Department of The York Water Company. The individuals in this position will be required to staff the Customer Service Department by performing the following duties: complete customer payment transactions and other related financial processes, answer customer questions; inbound and outbound customer contact by telephone, email, and mail; advise and assist customers in procedures for acquiring and/or terminating water and wastewater services; review past payment history and applications for service; determine if applications for service and transfers of service are valid; refer customers to financial assistance sources when appropriate; edit customer data for connect and disconnect orders; initiate work orders for completion by Distribution Department and Meter Reading personnel; maintain electronic customer files; schedule customer water and wastewater service connects and disconnects; resolve basic customer utility connect and disconnect problems; answer general and basic customer utility questions; provide account information to individuals and commercial customers; distribute mail; assist other staff members as needed, and perform other related duties as required.

Provide prompt and courteous service to all customers of the Company by processing customer inquiries, complaints, and requests within the scope of the Company’s tariff, policies and procedures and regulations of the PA PUC. Interface and coordinate with outside Departments including Accounting, Distribution, Dispatch and Meter Repair.

Duties and Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  1. Process cash receipts from customers and balance collected receipts.
  2. Maintain records of cash activity.
  3. Assist in processing mailed payments.
  4. Communicate with customers via email, telephone or in person 2 concerning service terminations for non-payment, billing dispute resolution, orders for new service, turn off/on discontinuance or change in service.
  5. Prepare documents necessary for new service, transfer of ownership, turn off/on, complaints, etc.
  6. Prepare payment agreements and pursue collection activity on delinquent customers in accordance with PA PUC regulations and Company policies and procedures.
  7. Prepare termination orders for varied situations in accordance with PA PUC regulations and Company policies and procedures.
  8. Accept customer electronic payments over the internet or telephone.
  9. Prepare routine customer correspondence.
  10. Possess a working knowledge of PA PUC regulations and the Company’s tariff.
  11. Consistently demonstrate positive and professional behavior with all individuals contacted on behalf of the Company, including fellow employees.

Qualification Requirements


Associate degree in business administration, Management, or equivalent or, five years of related customer service experience and/or training.


Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information to customers and employees.

Bilingual (Spanish) skills preferred.


Microsoft Windows XP or 7, Microsoft Outlook, Word, Excel, Access, Internet Explorer


Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers and decimals. Ability to compute rate and percent.


Ability to apply commonsense understanding to carry out instructions furnished in written or oral form.


Proficiently and accurately operate calculator, copier, postage machine, telephone, typewriter, computer, bill inserter.

Physical Demands


Employees must be able to stand, sit, walk, and lift at least 25 pounds. Additional requirements are listed in the Essential Function and Physical Demands Analysis. The employee must be able to work under stress and occasionally be able to work additional hours in order to meet deadlines.


The noise level in the work environment is usually moderate. Typically works in an office setting.

This is a Collective Bargaining Unit position