Additional Phone Lines Have Been Added
August 12, 2014
As PWS has continued to grow over the years, we have outgrown the capacity of the existing four telephone lines. Recently we have been made aware of members having issues being able to get through to PWS. Additionally, PWS staff have had issues making calls due to all lines being utilized. Yesterday three additional telephone lines were added to increase capacity.
During office hours, the phone is answered by customer service representatives. If all lines are busy or all customer service representatives are helping other members the call is forwarded to voicemail. After hours calls are answered via a recording. The recording does have a selectable option for emergencies that forwards the call to a contracted call center.