Customer Field Representative

This bid will be utilized to fill any job opening for a regular-status, part-time or temporary status position. It is your responsibility to provide sufficient information on the bid application in order for the Human Resources & Risk staff to determine if you possess the minimum qualifications for the open position. Should you submit an incomplete bid application or if Human Resources & Risk staff is unable to determine if you possess the requisite qualifications for the open position, your bid may be disqualified. Each bid submission is evaluated independently of any of your previously submitted bid applications. Accordingly, please review the posted class specification carefully before you complete the bid application, especially the qualifications section. Be clear, accurate and thorough when completing the application. FLSA: Non-Exempt DEFINITION

Under general supervision, performs a variety of customer service functions in the field; installs and replaces meters; turns water services on and off; conducts water audits; retrieves water usage and consumption data from meters; and performs related duties as assigned.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from assigned supervisory or management personnel. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

This journey-level classification in the customer field representative series is responsible for independently performing customer field service duties such as issuing customer service tags, turning water service on and off, and conducting water audits. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. This class is distinguished from the Senior Customer Field Representative in that the latter performs the more complex work assigned to the series, such as dealing with difficult or sensitive customer meter-service problems, coordinating meter reading schedule and routes, and/or providing technical and functional direction over lower-level staff.

(Illustrative Only)

Management reserves the right within the scope of the classification to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

- Turns on and off water service; issues customer service tags to notify customers of water services and changes, leaks, water waste, and related District notifications.

- Observes condition of meter or other unusual conditions relative to need for repair; conducts checks to identify leaks or non-operational meters; makes routine meter repairs; replaces and installs meters; maintains boxes, lids, and landscape around meter boxes; submits work order requests for higher-level meter maintenance-related tasks.

- Delivers delinquency and past-due notices; turns off water service for non-payment; collects payment and/or refers to appropriate District staff.

- Receives, investigates, and resolves customer inquiries, complaints, and requests for service; advises consumers of problems and suggests solutions; refers customers to other departments and agencies and/or creates work order, as appropriate.

- Conducts water audits by reading and verifying accuracy of meter read, investigating for leaks, repairing meters, calculating water usage and leak adjustment, and completing and submitting work order for billing purposes.

- Reviews meter readings and re-reads meters to ensure accuracy of readings.

- Reports water-use violations; assists customers in resolving water volume and pressure problems.

- Observes and complies with all District and mandated safety rules, regulations, and protocols.

- Performs related duties as assigned.

Qualifications

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be: Training:

Equivalent to completion of the twelfth (12th) grade.

Experience:

Two (2) years of customer service or meter service/repair experience.

Licenses And Certifications

- Possession of a valid California driver's license to be maintained throughout employment.

Knowledge Of

- Basic practices, tools, and equipment involved in meter reading, mechanics, installation, and repair.

- Methods and techniques of compiling and evaluating water use data.

- Methods and techniques of investigating field service-related issues, such as high consumption rates.

- Typical reasons for high water consumption.

- Occupational hazards and standard safety procedures as related to vehicle operations.

- Basic mathematics.

- Principles and procedures of record-keeping and preparation of reports and correspondence.

- Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and District staff.

- The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.

- Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

Ability To

- Learn and understand the organization and operation of the District and of outside agencies as necessary to assume assigned responsibilities.

- Learn, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed.

- Learn operational characteristics of meters used in District services.

- Read and perform minor maintenance and repair work on a variety of types of water meters.

- Identify and respond to water service issues or refer to supervisor.

- Read and interpret street maps.

- Safely and effectively use and operate a vehicle and hand and power tools required for the work.

- Make accurate arithmetic computations.

- Maintain a variety of filing, record-keeping, and tracking systems.

- Understand and follow oral and written instructions.

- Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.

- Effectively use computer systems, software applications, and modern business equipment to perform a variety of work tasks.

- Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.

- Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

- Demonstrate understanding of, sensitivity to, and respect for the diverse socio-economic, racial, ethnic, religious, and cultural backgrounds, diverse abilities, gender, gender identity and expression, and sexual orientation of District staff and communities served.

PHYSICAL DEMANDS

Must possess mobility to work in the field; strength, stamina, and mobility to perform light to medium physical work; to sit, stand, and walk on level, uneven, or slippery surfaces; frequently reach, twist, turn, kneel, bend, stoop, squat, crouch, grasp, and make repetitive hand movement in the performance of daily duties; to operate varied hand and power tools and equipment; to operate a motor vehicle and visit various District sites; and vision to read printed materials and a computer screen and to inspect and operate equipment. The job involves fieldwork requiring frequent walking in operational areas to identify problems or hazards. Finger dexterity is needed to operate tools and maintain and repair equipment. Employees must possess the ability to lift, carry, push, and pull materials and objects averaging a weight of 50 pounds or heavier weights, with the use of proper equipment and/or assistance from other staff.

ENVIRONMENTAL ELEMENTS

Employees work in the field and are exposed to loud noise levels, cold and hot temperatures, inclement weather conditions, road hazards, vibration, confining workspace, chemicals, mechanical and/or electrical hazards, hazardous physical substances and fumes, dust, and air contaminants.

EQUAL EMPLOYMENT OPPORTUNITY

Contra Costa Water District is committed to equal employment opportunity for all employees and applicants. We prohibit discrimination based upon race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other actual or perceived status protected under federal, state, or local law. Employment decisions are based on individual qualifications and performance.

DIVERSITY, EQUITY, AND INCLUSION

One of the many CCWD goals is to pursue organizational excellence through diversity, equity, inclusivity, leadership, and professionalism. We recognize the strengths of staff creativity, innovation, problem-solving, and improved decision-making resulting from diverse perspectives, and we strive to be a culturally diverse organization that values, recognizes, and supports inclusion.

CONVICTION HISTORY

A condition of employment for all CCWD positions includes successfully passing a Department of Justice Live Scan fingerprint check and completion of the federal Employment Eligibility Verification Form I-9. Additionally, in compliance with federal law, CCWD participates in E-Verify.

DISASTER SERVICE WORKER

All CCWD employees are designated Disaster Service Workers through state and local law. As such, CCWD employees may be called upon to support the activities of CCWD during an emergency situation.

Applicants requesting reasonable accommodation during any phase of the recruitment process should contact Human Resources at 925-688-8002.