Meet Tasha Butler, Lead Help Liaison - Senior Inspector I!

We had a conversation with Tasha to learn more about her background, what brought her to Pittsburgh Water, and how her role puts customers first during critical infrastructure projects.

Tell us about your role at Pittsburgh Water and your typical responsibilities.

As a Lead Help Liaison, I am the key point of contact for customers regarding lead line replacement. My work covers a wide range of topics and responsibilities, including educating customers about the inspection and replacement process, providing lead sample kits, ensuring agreement contracts are signed, and acting as a coordinator between the customer and the contractor for the actual completion of the lead service line replacement. In this role, I also address customer complaints regarding lead service line replacements.

How did you first find your way to Pittsburgh Water?

I first joined Pittsburgh Water more than ten years ago as a Customer Service Representative, a role where I used my skills and talents to better serve the community. Through hard work, I was promoted to the role of Lead Help Liaison. I have found this position to be a fulfilling career. Every day I get to witness firsthand how my work directly makes Pittsburgh a better place to live! Through playing a part in the removal of lead service lines from our system, I get to participate in Pittsburgh Water's mission of protecting public health, while seeing the direct impact of my contributions one customer at a time.

How do the contributions of you and your colleagues impact the customers and community members who live and work in our service area?

When I meet with residents at pre-construction appointments, I get the opportunity to not only complete the necessary work components, but also educate the customer on the various Customer Assistance Programs Pittsburgh Water offers. Our Community Lead Response has provided a great service to the community. I am proud to say Pittsburgh Water is actively working to address the problem of lead service lines, and I enjoy being part of the solution!

What do you like most about working at Pittsburgh Water?

Working at Pittsburgh Water has provided an opportunity for me to give back to my community and build lasting relationships, which I immensely appreciate.

What are your favorite challenges to tackle?

Oftentimes, the most challenging part of my job is addressing customer complaints regarding service line replacement. In a process with so many moving parts (coordination between customers and contractors, delays due to unforeseen circumstances like weather, etc.) new and unexpected scenarios can come up at any time. I like handling complaints, though, because I get to be part of the solution once again. It's fulfilling to be able to show the customer that you understand their concern, and then address that concern to achieve the best possible outcome.

What’s something that a Pittsburgh Water customer might be surprised to learn about the work you do?

Customers often tell me directly that they are surprised that a woman is in my line of work. Pittsburgh Water has proven to be a place where I have been given opportunities I might not have had elsewhere. I take great pride in the work I do, and I like to think it shows.

What is the best advice you’ve ever received?

The best advice that I have received is to remember the impact you have on the world. Each day you have an opportunity to make a difference; don't waste it. You and your actions matter to someone and affect your environment. Make the most of it.