Tapping Into Customer Service at Pittsburgh Water

When most people think about water service, they may think about turning on the tap, paying a bill, or calling when something goes wrong. But behind every bill, every service question, and every customer interaction is a team of people working to keep essential services moving. In this episode of Authorities on Air, Julie Mechling, Director of Customer Service at Pittsburgh Water, talks about what customer service really looks like at one of Pennsylvania’s largest municipal water authorities. Julie shares how Pittsburgh Water supports more than 100,000 accounts, manages customer questions, helps customers understand their bills, and uses technology to improve communication and service. She also explains how tools like advanced meter reading, customer portals, leak alerts, outage notifications, and AI help staff respond more efficiently while keeping the human connection at the center of customer service. Julie also walks through some of the most important customer-focused work happening at Pittsburgh Water, including:Billing and meter readingEmergency dispatchCustomer assistance programsLead service line replacement effortsLeak repair and conservation programsThe role of trained customer service staff in helping residents every day This conversation is a reminder that water service is about much more than infrastructure. It is also about people, communication, compassion, and trust. As Julie says in the episode, the water that comes out of your tap and the wastewater and stormwater systems you rely on are dependable because real people show up every day to protect and maintain them.PMAA WebsiteLinkedInPittsburgh Water Website