Customer Service Representative I (Field)

Perform customer service related work including meter reading, meter installation and removal, process water service applications, and extensive customer contact for the Customer Service section of the Sweetwater Authority (Authority) Administrative Services Department.

Department

: Administrative Services

Disclaimer

The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job.

Supervision Received/Exercised

- General supervision is provided by the Director of Administrative Services or Customer Service Manager.

- Direct supervision is provided by the Field Services Supervisor.

- Technical and training assistance is provided by the Customer Service Field Leadworker or the Customer Service Field Representative II.

- There are no supervisory responsibilities for this position.

- Read water meters on an assigned route using an electronic hand-held meter reading device or other equipment of a similar nature.

- Record readings and perform rechecks and maintenance necessary to complete cycle readings.

- Perform general maintenance of the system: Replace meter box lids, covers and boxes; trim vegetation around meter boxes; repair meter leaks; clean registers or replace meter caps as necessary; repair meters, and set/remove meters.

- Assist in the maintenance of the meter shop and maintenance of meter records; repair, rebuild, calibrate, and test water meters in the meter shop or field; maintain records of meters repaired, removed, and installed; flow test meters and services to determine accuracy, and perform special meter tests for customers as requested.

- Receive and investigate customer requests for service and complaints, and respond professionally and tactfully to such inquiries.

- Verify that meters are registering properly and investigate such conditions as: Stopped or leaking meters or any other defects or suspicious conditions.

- Change, set/remove meters of a variety of sizes.

- Conduct investigations related to high bills and pressure complaints.

- Investigate leaks and determine repair priorities for service and main leaks for the Authority’s Distribution Department.

- Connect and disconnect water service, and record readings from the water meter for new service applications and closing requests.

- Deliver final disconnection notices, discontinue and reconnect service.

- Field checks, meter reading order changes.

- Maintain stock for vehicles.

- Report to Lead worker/Supervisor conditions that may necessitate a change in the rate for the service rendered and defects discovered in the water meters.

- Establish and maintain effective working relationships with co-workers, customers, vendors, Board members, and the public.

- Perform other duties of a similar nature or level.

Knowledge of:

- Modern office procedures and practices, equipment, and clerical techniques.

- Computer programs and software, such as Microsoft Office.

- Office equipment and filing systems.

- Use and care of hand tools.

- Basic plumbing skills.

- Basic mechanical skills.

- Proper English usage, including spelling, grammar, and punctuation.

Ability to

:

- Perform manual work under varying weather conditions.

- Understand and carry out written and oral instructions.

- Learn to operate handheld meter reading devices or equipment of a similar nature.

- Learn to read and interpret the Authority’s block maps.

- Build sustainable relationships of trust with our customers through open and interactive communication.

- Take the initiative to engage customers; identify and assess customers’ needs to achieve satisfaction.

- Address customer’s concerns and complaints by providing appropriate solutions and alternatives and follow up to ensure resolution.

- Operate a computer and related software applications.

- Learn to operate and maintain cutting torches and hand tools.

- Learn to perform a variety of plumbing tasks.

- Maintain records accurately and write legibly.

- Learn the geography and street locations in which the utility system is installed.

- Learn to investigate and resolve utility complaints.

- Learn to investigate and determine reasons for unusual water consumption, low pressure and other service problems.

- Learn how to explain policies and procedures in a tactful and effective manner.

- Learn the Authority’s Rates and Rules and report any violations to the Leadworker or Supervisor.

- Perform general clerical work.

- Communicate clearly and concisely, both orally and in writing.

- Keyboard proficiently.

- Use interpersonal skills effectively as applied to interaction with coworkers, supervisor, the general public, etc., sufficient to exchange or convey information and to receive work direction.

Education/Training/Experience

(positions in this class typically require):

Required

Any combination equivalent to experience and education that could likely provide the required knowledge and abilities would be qualifying. A typical way to obtain the knowledge and abilities would be:

- Equivalent to completion of the twelfth grade, preferably supplemented by courses in computer applications.

- Two (2) years of experience performing customer service responsibilities, including experience in basic plumbing; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Licenses/Certifications – Required Conditions of Employment

:

- Possess and maintain a valid California Class C Driver License.

- Maintain an acceptable, safe, and active driving record, together with proof of insurability.

Physical Requirements

:

The Physical Demands Described Here Are Representative Of Those That Must Be Met By An Employee To Successfully Perform The Essential Functions Of This Job. Reasonable Accommodations May Be Made To Enable Individuals With Disabilities To Perform The Following Essential Functions

- Hear normal conversation in person and on the telephone.

- Mobility of arms to reach, and the dexterity of hands to grasp and manipulate small objects and to write legibly.

- Walk on average 5 to 10 miles per day when reading water meters. Elevation and terrain may differ based on location.

- Visual ability (which may be corrected) to read water meter registers, handheld meter reading device screens, small print, including good peripheral vision and depth perception.

- Speak in a normal voice; able to be heard and understood on the telephone, in person, and to communicate clearly and concisely, both orally and in writing.

- Sit or stand for prolonged periods of time.

- Use office equipment such as personal computers, copiers, and fax machines.

- Operate standard passenger vehicles.

- Lift, carry, push or pull up to fifty (50) pounds.

- Keyboarding for extended periods of time.

- Fingering, grasping, talking, hearing, seeing, and repetitive motions.

- Mobility to stand, walk, stoop, bend, and extend legs on uneven ground.

- Operate hand and power tools and a hand-held computer meter reading device.

- Wear appropriate personal protective equipment (PPE) as required per standard operating procedures (SOP).

- Work near moving traffic.

- Potential exposure to fumes or airborne particles, risk of electrical shock, and vibration.

- Communicate clearly and concisely on a two-way radio and on the telephone.

- Work outside in weather extremes of the local climate.

- Exposure to alternating noise levels.

Working Hours

:

- Flex Schedule: Monday through Thursday 6:30 AM – 4:30 PM (9/80); Friday 7:00 AM - 4:00 PM, and every other Friday off or, as assigned by the supervisor.

Other Conditions

:

- Work conditions require that a uniform be worn; to be provided by the Authority.

- Work around various types of animals and insects such as dogs, snakes, spiders, bees, rodents, etc.

- It is important that incumbents in this position maintain a professional and businesslike image to the public at all times:

- A neat, clean and pressed appearance in clothing, hair and personal hygiene is important every day.

- Good judgment is expected in determining proper dress and appearance.

- All facial hair must be kept neat and trimmed.