{"id":791,"date":"2019-10-07T17:57:00","date_gmt":"2019-10-07T21:57:00","guid":{"rendered":"https:\/\/water.phila.gov\/blog\/2019-customer-serviceweek\/"},"modified":"2022-12-03T11:38:44","modified_gmt":"2022-12-03T16:38:44","slug":"2019-customer-serviceweek","status":"publish","type":"post","link":"https:\/\/water.phila.gov\/blog\/2019-customer-serviceweek\/","title":{"rendered":"Customer Service Week: Here to Help with 24\/7 Support"},"content":{"rendered":"<p class=\"big\">Join us during National Customer Service Week (Oct.\u00a07-11) as we highlight the work of PWD customer service employees who interact with City residents daily and provide tips for getting\u00a0help.<\/p>\n<p>Each day, our social media accounts will focus on a new unit and its role in helping residents or maintaining infrastructure.<\/p>\n<h3>Commissioner Hayman Thanks PWD Service Employees<\/h3>\n<div class=\"embed center\">\n<blockquote class=\"instagram-media\" data-instgrm-captioned=\"\" data-instgrm-permalink=\"https:\/\/www.instagram.com\/p\/B3Umwn1Dqix\/?utm_source=ig_embed&#038;utm_campaign=loading\" data-instgrm-version=\"12\" style=\" background:#FFF; border:0; border-radius:3px; box-shadow:0 0 1px 0 rgba(0,0,0,0.5),0 1px 10px 0 rgba(0,0,0,0.15); margin: 1px; max-width:540px; min-width:326px; padding:0; width:99.375%; width:-webkit-calc(100% - 2px); width:calc(100% - 2px);\">\n<div style=\"padding:16px;\">\n<div style=\" display: flex; flex-direction: row; align-items: center;\">\n<div style=\"background-color: #F4F4F4; border-radius: 50%; flex-grow: 0; height: 40px; margin-right: 14px; width: 40px;\">\u00a0<\/div>\n<div style=\"display: flex; flex-direction: column; flex-grow: 1; justify-content: center;\">\n<div style=\" background-color: #F4F4F4; border-radius: 4px; flex-grow: 0; height: 14px; margin-bottom: 6px; width: 100px;\">\u00a0<\/div>\n<div style=\" background-color: #F4F4F4; border-radius: 4px; flex-grow: 0; height: 14px; width: 60px;\">\u00a0<\/div>\n<\/div>\n<\/div>\n<div style=\"padding: 19% 0;\">\u00a0<\/div>\n<div style=\"display:block; height:50px; margin:0 auto 12px; width:50px;\"><a href=\"https:\/\/www.instagram.com\/p\/B3Umwn1Dqix\/?utm_source=ig_embed&#038;utm_campaign=loading\" style=\" background:#FFFFFF; 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font-family:Arial,sans-serif; font-size:14px; font-style:normal; font-weight:550; line-height:18px;\"><a href=\"https:\/\/www.instagram.com\/p\/B3Umwn1Dqix\/?utm_source=ig_embed&#038;utm_campaign=loading\" style=\" background:#FFFFFF; line-height:0; padding:0 0; text-align:center; text-decoration:none; width:100%;\" target=\"_blank\" rel=\"noopener\">View this post on Instagram<\/a><\/div>\n<\/div>\n<div style=\"padding: 12.5% 0;\">\u00a0<\/div>\n<div style=\"display: flex; flex-direction: row; margin-bottom: 14px; align-items: center;\">\n<div>\n<div style=\"background-color: #F4F4F4; border-radius: 50%; height: 12.5px; width: 12.5px; transform: translateX(0px) translateY(7px);\">\u00a0<\/div>\n<div style=\"background-color: #F4F4F4; height: 12.5px; transform: rotate(-45deg) translateX(3px) translateY(1px); width: 12.5px; flex-grow: 0; margin-right: 14px; margin-left: 2px;\">\u00a0<\/div>\n<div style=\"background-color: #F4F4F4; border-radius: 50%; height: 12.5px; width: 12.5px; transform: translateX(9px) translateY(-18px);\">\u00a0<\/div>\n<\/div>\n<div style=\"margin-left: 8px;\">\n<div style=\" background-color: #F4F4F4; border-radius: 50%; flex-grow: 0; height: 20px; width: 20px;\">\u00a0<\/div>\n<div style=\" width: 0; height: 0; border-top: 2px solid transparent; border-left: 6px solid #f4f4f4; border-bottom: 2px solid transparent; transform: translateX(16px) translateY(-4px) rotate(30deg)\">\u00a0<\/div>\n<\/div>\n<div style=\"margin-left: auto;\">\n<div style=\" width: 0px; border-top: 8px solid #F4F4F4; border-right: 8px solid transparent; transform: translateY(16px);\">\u00a0<\/div>\n<div style=\" background-color: #F4F4F4; flex-grow: 0; height: 12px; width: 16px; transform: translateY(-4px);\">\u00a0<\/div>\n<div style=\" width: 0; height: 0; border-top: 8px solid #F4F4F4; border-left: 8px solid transparent; transform: translateY(-4px) translateX(8px);\">\u00a0<\/div>\n<\/div>\n<\/div>\n<p style=\" margin:8px 0 0 0; padding:0 4px;\"><a href=\"https:\/\/www.instagram.com\/p\/B3Umwn1Dqix\/?utm_source=ig_embed&#038;utm_campaign=loading\" style=\" color:#000; font-family:Arial,sans-serif; font-size:14px; font-style:normal; font-weight:normal; line-height:17px; text-decoration:none; word-wrap:break-word;\" target=\"_blank\" rel=\"noopener\">Here&#39;s a message from PWD Commissioner Randy Hayman on #CustomerServiceWeek! Each day, we&#39;ll highlight a new unit and how they can help. Stay tuned to learn more.<\/a><\/p>\n<p style=\" color:#c9c8cd; font-family:Arial,sans-serif; font-size:14px; line-height:17px; margin-bottom:0; margin-top:8px; overflow:hidden; padding:8px 0 7px; text-align:center; text-overflow:ellipsis; white-space:nowrap;\">A post shared by <a href=\"https:\/\/www.instagram.com\/phillyh2o\/?utm_source=ig_embed&#038;utm_campaign=loading\" style=\" color:#c9c8cd; font-family:Arial,sans-serif; font-size:14px; font-style:normal; font-weight:normal; line-height:17px;\" target=\"_blank\" rel=\"noopener\"> Philadelphia Water Dept.<\/a> (@phillyh2o) on <time datetime=\"2019-10-07T15:26:38+00:00\" style=\" font-family:Arial,sans-serif; font-size:14px; line-height:17px;\">Oct 7, 2019 at 8:26am PDT<\/time><\/p>\n<\/div>\n<\/blockquote>\n<p><script async src=\"\/\/www.instagram.com\/embed.js\"><\/script><\/div>\n<h3>Utility Fair<\/h3>\n<p>Residents can also get in-person help will assistance applications from customer service employees representing not only the Water Dept. but also Philadelphia Gas Works (PGW) and PECO at a <strong><a href=\"https:\/\/phillyh2o.info\/2019-utility-fair-fall\" target=\"_blank\" rel=\"noopener\">Utility Fair being held Thursday, Oct. 10<\/a>:<\/strong><\/p>\n<div class=\"caption\"><a href=\"https:\/\/phillyh2o.info\/2019-utility-fair-fall\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" alt=\"The Utility Fair will take place with staff from Councilwoman Blackwell&rsquo;s office Click for details about what to bring.\" src=\"\/wp-content\/uploads\/static\/191010_utility_fair_flyer.PNG\" \/><\/a><\/p>\n<p>Click the image to see and share the <a href=\"https:\/\/phillyh2o.info\/2019-utility-fair-fall\" target=\"_blank\" rel=\"noopener\">Facebook Event listing<\/a>.<\/p>\n<\/div>\n<h3>Customer Service Week Heroes<\/h3>\n<p>When people hear \u201ccustomer service,\u201d they often think of call centers like the one you reach when you call our hotline. But really, calling (215)\u00a0685-6300 is just the beginning of the customer service process. We have a number of units who work with call center dispatchers, our social media team, and others when it comes to responding to customer needs.<\/p>\n<p>Here are some of the teams we will highlight this week:<\/p>\n<h4>Call Center<\/h4>\n<p>Our call center is staffed with about 70 employees, and all calls are routed through the (215) 685-6300 hotline. The staff is trained to help with calls ranging from billing questions to emergencies, like water main breaks.<\/p>\n<p>For questions about bills, call between 8 a.m. and 5 p.m. Water emergencies can be reported 24 hours a day, seven days a week.<\/p>\n<p><strong>Tip:<\/strong> Not sure who to call about a water issue? See the <a class=\"semibold\" href=\"https:\/\/www.phila.gov\/water\/pdf\/customer-guide.pdf#page=37\" target=\"_blank\" rel=\"noopener\">Quick Reference section<\/a> starting on page 37 of our <em>Guide for Customers<\/em>.<\/p>\n<h4>Customer Field Services<\/h4>\n<p>After you report the water emergency, calls are sent to Customer Field Service Inspectors to investigate. Armed with their tools in their cars, they arrive to diagnose a problem. They will either address the situation on the scene or refer the issue to the appropriate unit for follow up. From leaks in the street to brown water at the tap, a Customer Field Inspector is the first to respond to water emergencies.<\/p>\n<p>These employees are responsible for reinspecting a property after a \u201cNotice of Defect\u201d has been issued. If a isn\u2019t corrected, they would be the ones to shut off the property.<\/p>\n<h4>Meter Shop<\/h4>\n<p>Meters measure how much water is used so a property can be properly billed. Whether it\u2019s installing a meter inside the basement of a major corporation or helping to replace a\u00a0residential meter damaged by freezing temps, our technicians make sure it\u2019s done the right way each and every time.<\/p>\n<h4>Inlet Cleaning Unit<\/h4>\n<p>Inlet crews make sure that trash and leaves aren\u2019t clogging our approximately 72,000 inlets. They have scheduled inlet cleaning stops, but they also responded to reports of blocked inlets and even retrieve valuable possessions dropped into a sewer. They\u2019ve even recovered animals, such as dogs, cats, rabbits, and frogs.<\/p>\n<h4>Sewer Maintenance<\/h4>\n<p>There are about <em>3,700 miles<\/em> of sewers beneath the city, and we have specially trained Sewer Maintenance crews who help ensure they\u2019re working. By doing the hard and potentially dangerous work of entering sewers, they can inspect for problems like leaking laterals that cause street cave-ins or identify the cause of a blocked sewer.<\/p>\n<p>And, yes, there are roaches and rats down there, <strong>but they do it anyway!<\/strong><\/p>\n<hr \/>\n<h5>Follow @PhillyH2O and #PhillyH2OTips during #CSWeek:<\/h5>\n<h5>\u00a0<a class=\"btn btn-lg btn-primary white bold\" href=\"https:\/\/www.instagram.com\/phillyh2o\/\" target=\"_blank\" rel=\"noopener\">Instagram<\/a>\u00a0 \u00a0<a class=\"btn btn-lg btn-primary white bold\" href=\"https:\/\/twitter.com\/PhillyH2O\" target=\"_blank\" rel=\"noopener\">Twitter<\/a>\u00a0 \u00a0<a class=\"btn btn-lg btn-primary white bold\" href=\"https:\/\/www.facebook.com\/\" target=\"_blank\" rel=\"noopener\">Facebook<\/a>\u00a0<\/h5>\n","protected":false},"excerpt":{"rendered":"<p>Join us during National Customer Service Week (Oct. 7-11)\u00a0as we highlight the work of PWD customer service employees who interact with City residents daily and provide tips for getting help.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"custom_css":"","custom_js":"","footnotes":""},"categories":[3],"tags":[8,35,48,94,99,111],"class_list":["post-791","post","type-post","status-publish","format-standard","hentry","category-events","tag-announcement","tag-event","tag-home-plumbing","tag-storm-drains","tag-tips-and-how-to","tag-west-philadelphia","wpautop"],"acf":{"suggested":null},"parsely":{"version":"1.1.0","canonical_url":"https:\/\/phila.gov\/blog\/2019-customer-serviceweek\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"Customer Service Week: Here to Help with 24\/7 Support","url":"http:\/\/water.phila.gov\/blog\/2019-customer-serviceweek\/","mainEntityOfPage":{"@type":"WebPage","@id":"http:\/\/water.phila.gov\/blog\/2019-customer-serviceweek\/"},"thumbnailUrl":"","image":{"@type":"ImageObject","url":""},"articleSection":"Events","author":[],"creator":[],"publisher":{"@type":"Organization","name":"@PhillyH2O Blog","logo":""},"keywords":["announcement","event","home plumbing","storm drains","tips and how-to","west philadelphia"],"dateCreated":"2019-10-07T21:57:00Z","datePublished":"2019-10-07T21:57:00Z","dateModified":"2022-12-03T16:38:44Z"},"rendered":"<script type=\"application\/ld+json\" class=\"wp-parsely-metadata\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"NewsArticle\",\"headline\":\"Customer Service Week: Here to Help with 24\\\/7 Support\",\"url\":\"http:\\\/\\\/water.phila.gov\\\/blog\\\/2019-customer-serviceweek\\\/\",\"mainEntityOfPage\":{\"@type\":\"WebPage\",\"@id\":\"http:\\\/\\\/water.phila.gov\\\/blog\\\/2019-customer-serviceweek\\\/\"},\"thumbnailUrl\":\"\",\"image\":{\"@type\":\"ImageObject\",\"url\":\"\"},\"articleSection\":\"Events\",\"author\":[],\"creator\":[],\"publisher\":{\"@type\":\"Organization\",\"name\":\"@PhillyH2O Blog\",\"logo\":\"\"},\"keywords\":[\"announcement\",\"event\",\"home plumbing\",\"storm drains\",\"tips and how-to\",\"west philadelphia\"],\"dateCreated\":\"2019-10-07T21:57:00Z\",\"datePublished\":\"2019-10-07T21:57:00Z\",\"dateModified\":\"2022-12-03T16:38:44Z\"}<\/script>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/phila.gov\/p.js"},"_links":{"self":[{"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/posts\/791","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/comments?post=791"}],"version-history":[{"count":0,"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/posts\/791\/revisions"}],"wp:attachment":[{"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/media?parent=791"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/categories?post=791"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/tags?post=791"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}