Exam Announcement Details
Exam Title Customer Care Specialist Exam Number 6J18-20250414-28-00 Salary $51,440.00 - $56,449.00 per year. Certification Rule Rule of List Competition Department Only Promotional Department 28 - Water Department Announcement Date 04/14/2025 Close Date 04/27/2025 General Definition
This posting is for Water Department employees only. This posting is not open to the public.
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.
Union Code M. AFSCME DC 33 FLSA Code Non-Exempt 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.
City of Philadelphia – Office of Human Resources
1401 JFK Blvd., Room 1530
Philadelphia, PA 19102-1675
Phone: 215-685-8011
Fax: 215-686-0861
Email: [email protected]
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.
ANTICIPATED ELIGIBILITY: Candidates who meet all experience requirements within 6 months of the application deadline will be admitted to this examination. Successful candidates will be placed (October 27, 2025) on the eligible list but may not be hired or promoted until all requirements have been satisfied.
AND
Two years of experience at the full performance level as a Water Customer Care Representative.
OR
Option 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.
OR
Two years of experience as an Airport Communications Operator 2, providing a variety of telephone communication or maintenance dispatch services at a large international airport.
City of Philadelphia class that typically meets the experience requirement
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
Airport Guest Experience Assignment Only
Must be able to pass and maintain Security Identification Display Area (SIDA) and Airfield Operations Area (AOA) clearance.
Other Requirements
TRANSCRIPT, LICENSES, REGISTRATIONS AND CERTIFICATION REQUIREMENTS
Candidates MUST submit a copy of their official college or university transcript(s) indicating completion of the educational requirement and all required licenses, registrations, or certifications at the time of application. Transcripts MUST indicate conference of the appropriate degree. Candidates with a degree from foreign colleges or universities must submit proof of degree as certified by a professional evaluation service.
Candidates MUST submit a copy of their license, registration, or certification.
If you have ever submitted a paper transcript, license, registration, or certification for any City of Philadelphia civil service examination, you have to submit another document
Option 1 – Upload a paperless transcript, license, registration, or certification – One time only!
You may upload documents into your account and attach a document with this application. Once the document is uploaded to your account, it may be attached to all future applications. Attaching your document will save you time and money if you apply for an examination in the future, and you will be assured that your transcript cannot be misplaced.
Your documents should be uploaded and attached to your application before it is submitted. They cannot be uploaded or added to your application electronically after your application has been submitted.
Option 2 – Submit a paper transcript, license, registration, or certification – Separate document required for each application
If you submit a paper copy of a transcript, license, registration or certification, the document will be used for this application only. You will have to submit documents again whenever you apply for an examination in the future. Paper documents will not be retained and will not be returned to applicants.
Mailing Address For Paper Transcript And Other Required Materials
Ashanay Graham
City of Philadelphia – Office of Human Resources
1401 JFK Blvd., Room 1530
Philadelphia, PA 19102-1675
Phone: 215-685-8011
Fax: 215-686-0861
Email: [email protected]
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 Details
Notes to Applicants
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.
What We Offer
Impact – The work you do here matters to millions.
Growth – Philadelphia is growing, why not grow with it?
Diversity & Inclusion – Find a career in a place where everyone belongs.
Benefits – We Care About Your Well-being.
The City of Philadelphia is a Public Service Loan Forgiveness Program qualified employer.
Learn more here: https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service
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 accommodation for candidates with documented medical or religious reasons. Candidates may request accommodation for a Civil Service examination by contacting the Office of Human Resources (OHR) at 215-686-2350. The accommodation process is interactive and requires cooperation and communication between the applicant and OHR. 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 April 27, 2025.
Your application will be rejected, and you will be disqualified from competing in this examination if you:
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] and eskill.com, eskill.proctorexam.com for ProctorIO and the analyst email 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:
Facebook @PhilaOHR
Twitter @PhilaOHR
Youtube @PhilaOHR
NextDoor
Linkedin
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.
Reference 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 May 15th, 2025, 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 to 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
Promotional Exams using Proctor Exam or Proctor IO
This examination will be scheduled for Promotional Exams using Proctor Exam or Proctor IO . This examination will be scheduled for May 15th, 2025. Please note that this examination date is subject to change. Candidates will need access to a desktop computer or laptop with a webcam and internet access to take the written examination. Candidates will need to be able to operate computerized software proficiently and independently.
If you do not have access to a desktop computer or laptop with a webcam and internet access, or cannot operate computerized software proficiently and independently, please contact [email protected], and alternative arrangements will be made for you to take this examination.
An Eligible List will be established the week of May 26th, 2025. 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 Ashanay Graham
Parts & Weights
Part Computer-Based Multiple Choice Exam Weight 90% Part Seniority Rating Weight 10% Part Weight
Exam Title Customer Care Specialist Exam Number 6J18-20250414-28-00 Salary $51,440.00 - $56,449.00 per year. Certification Rule Rule of List Competition Department Only Promotional Department 28 - Water Department Announcement Date 04/14/2025 Close Date 04/27/2025 General Definition
This posting is for Water Department employees only. This posting is not open to the public.
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.
Union Code M. AFSCME DC 33 FLSA Code Non-Exempt 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.
- 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.
- Notification of application approval, disapproval, and testing dates will be sent within the three-week period prior to May 15th, 2025. 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.
- The analyst responsible for reviewing applications and additional documentation for this job opportunity is:
City of Philadelphia – Office of Human Resources
1401 JFK Blvd., Room 1530
Philadelphia, PA 19102-1675
Phone: 215-685-8011
Fax: 215-686-0861
Email: [email protected]
- For all other inquiries please contact Customer Service at 215-686-0880 or email [email protected]
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.
ANTICIPATED ELIGIBILITY: Candidates who meet all experience requirements within 6 months of the application deadline will be admitted to this examination. Successful candidates will be placed (October 27, 2025) on the eligible list but may not be hired or promoted until all requirements have been satisfied.
- 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.
- EDUCATION:
AND
- EXPERIENCE:
Two years of experience at the full performance level as a Water Customer Care Representative.
OR
Option 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.
OR
Two years of experience as an Airport Communications Operator 2, providing a variety of telephone communication or maintenance dispatch services at a large international airport.
City of Philadelphia class that typically meets the experience requirement
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
Airport Guest Experience Assignment Only
Must be able to pass and maintain Security Identification Display Area (SIDA) and Airfield Operations Area (AOA) clearance.
Other Requirements
TRANSCRIPT, LICENSES, REGISTRATIONS AND CERTIFICATION REQUIREMENTS
Candidates MUST submit a copy of their official college or university transcript(s) indicating completion of the educational requirement and all required licenses, registrations, or certifications at the time of application. Transcripts MUST indicate conference of the appropriate degree. Candidates with a degree from foreign colleges or universities must submit proof of degree as certified by a professional evaluation service.
Candidates MUST submit a copy of their license, registration, or certification.
If you have ever submitted a paper transcript, license, registration, or certification for any City of Philadelphia civil service examination, you have to submit another document
Option 1 – Upload a paperless transcript, license, registration, or certification – One time only!
You may upload documents into your account and attach a document with this application. Once the document is uploaded to your account, it may be attached to all future applications. Attaching your document will save you time and money if you apply for an examination in the future, and you will be assured that your transcript cannot be misplaced.
Your documents should be uploaded and attached to your application before it is submitted. They cannot be uploaded or added to your application electronically after your application has been submitted.
Option 2 – Submit a paper transcript, license, registration, or certification – Separate document required for each application
If you submit a paper copy of a transcript, license, registration or certification, the document will be used for this application only. You will have to submit documents again whenever you apply for an examination in the future. Paper documents will not be retained and will not be returned to applicants.
Mailing Address For Paper Transcript And Other Required Materials
Ashanay Graham
City of Philadelphia – Office of Human Resources
1401 JFK Blvd., Room 1530
Philadelphia, PA 19102-1675
Phone: 215-685-8011
Fax: 215-686-0861
Email: [email protected]
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 Details
Notes to Applicants
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.
What We Offer
Impact – The work you do here matters to millions.
Growth – Philadelphia is growing, why not grow with it?
Diversity & Inclusion – Find a career in a place where everyone belongs.
Benefits – We Care About Your Well-being.
The City of Philadelphia is a Public Service Loan Forgiveness Program qualified employer.
Learn more here: https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service
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 accommodation for candidates with documented medical or religious reasons. Candidates may request accommodation for a Civil Service examination by contacting the Office of Human Resources (OHR) at 215-686-2350. The accommodation process is interactive and requires cooperation and communication between the applicant and OHR. 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 April 27, 2025.
Your application will be rejected, and you will be disqualified from competing in this examination if you:
- Do not provide your complete and accurate social security number.
- Attempt to practice fraud or deception in the preparation of this application
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] and eskill.com, eskill.proctorexam.com for ProctorIO and the analyst email 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:
Facebook @PhilaOHR
Twitter @PhilaOHR
Youtube @PhilaOHR
NextDoor
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.
Reference 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 May 15th, 2025, 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 to 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
Promotional Exams using Proctor Exam or Proctor IO
This examination will be scheduled for Promotional Exams using Proctor Exam or Proctor IO . This examination will be scheduled for May 15th, 2025. Please note that this examination date is subject to change. Candidates will need access to a desktop computer or laptop with a webcam and internet access to take the written examination. Candidates will need to be able to operate computerized software proficiently and independently.
If you do not have access to a desktop computer or laptop with a webcam and internet access, or cannot operate computerized software proficiently and independently, please contact [email protected], and alternative arrangements will be made for you to take this examination.
An Eligible List will be established the week of May 26th, 2025. 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 Ashanay Graham
Parts & Weights
Part Computer-Based Multiple Choice Exam Weight 90% Part Seniority Rating Weight 10% Part Weight