This is customer service work at the advanced performance level in the Philadelphia Water Department Customer Contact Center or in the Philadelphia International Airport’s (PHL) Guest Experience unit. 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 departmental 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 inquiry history 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 Customer Care Supervisor.
CONTACT INFORMATION
The analyst responsible for reviewing applications and additional documentation for this job opportunity isDiana Salcido
City of Philadelphia – Office of Human Resources1401 JFK Blvd., Room 1530Philadelphia, PA 19102-1675Phone: 215-685-5835Fax: 215-686-2317 Email: diana.salcido@phila.govFor all other inquiries please contact Customer Service at 215-686-0880 or emailhrhelpdesk@phila.govELIGIBLE LIST: DEPARTMENTAL-ONLY PROMOTIONAL
Only a departmental promotional eligible list for the Department of Aviation (PHL) 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 May 4, 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
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 Department of Aviation (PHL) with a performance rating of Satisfactory or higher.
AND2. EDUCATION:
Education equivalent to completion of the twelfth school grade.
AND
3. EXPERIENCE:
OPTION 1:
Two years of experience at the full performance level as a Water Customer Care Representative.
OROPTION 2:
Two years of experience in the Airport’s Guest Experience Unit resolving in-person customer service inquiries and reporting facility issues, one year of which as a Customer Care Representative.
ORTwo years of experience as an Airport Communications Operator 2 providing a variety of telephone communication or maintenance dispatch services at a large international airport.
ORAny equivalent combination of training and experience determined to be acceptable by the Office of Human Resources, which has included the experience as specified above.
City of Philadelphia class that typically meets the experience requirement
Customer Care Representative (6J17)
PHYSICAL AND MEDICAL REQUIREMENTSAbility to physically perform the duties and to work in the environmental conditions required of a position in this class.
AIRPORT GUEST EXPERIENCE ASSIGNMENT ONLYMust be able to pass and maintain Security Identification Display Area (SIDA) and Airfield Operations Area (AOA) clearance.
