Starting as a customer service representative upon her hire at PWSA, Tracy then played various other roles including a stint in our Management Information Technology (MIS) Department.
“I’m proud to serve the public and make things easier and more convenient for our customers. I love working with people,” said Tracy regarding what motivates her.
Tracy has been a member of Team PGH2O for an impressive 18 years. Now, her primary task is to ensure the integrity of our billing system, which includes managing the transition to our brand-new billing and payment portal. Launched at the beginning of the year, this new feature provides customers with a more streamlined, easy, and convenient way to receive, view, and pay their monthly bill.
“So far, the project is going very well. There’s been no lag time in getting bills out to customers, our joint project team (with KUBRA, our new vendor) is very responsive to feedback, and we’re making great progress towards high enrollment,” Tracy said.
A critical part of the billing process is to make sure that the meter readings we take are accurate. Although maintaining and upgrading our metering infrastructure has been made somewhat more difficult during the pandemic, Tracy is thankful for the efforts of her team and elsewhere, such as self-reads from our great customers.
Concerning billing, Tracy said, “Verifying that bills are based on actual water consumption is something we take very seriously with a lot of time and effort involved.”
Tracy’s other duties include overseeing our Water for Community Gardens Program, which provides up to $500.00 worth of potable water to approved community gardens, gateway gardens, and vacant land greening projects within our water service area.
In addition, Tracy manages the processing of backflow device testing results for nonresidential properties and apartment buildings with more than four units. A backflow prevention device is a fixture installed on a private water service line that prevents the reverse flow of water from a building into the public water system.
In her time away from work, Tracy is currently kept busy by the many school-related and extracurricular activities of her 13-year-old daughter.