Field Customer Service Representative I/II

Description

SALARY

Field Customer Service Representative I: $28.58 - $39.39 hourly

Field Customer Service Representative II: $31.54 - $43.47 hourly

Mesa Water District is now accepting applications for Field Customer Service Representative I/II. The Field Customer Service Representative I/II reads water meters, replaces angle stops, connects/disconnects water service, and responds to customer complaints.

What we offer:

- Competitive salary that is regularly reviewed (3% increase effective January 2026)

- Rich benefit package that includes $2,400/month in flex credits, enrollment in CalPERS and matching up to 3.5% into 401a plan

- Varied training opportunities across several disciplines in Water Operations

- Being a part of an agency that is on the cutting edge of water technology and innovation

The ideal candidate:

- Has experience reading water meters

- Has experience installing water meters

- Excellent customer service skills

- Mechanically inclined and enjoys working with hands

- Has a go-getter mentality and likes to stay busy

- Will not mind walking meter reading routes for up to 7 hours/day

- Stays productive while working alone

- Has strong critical thinking skills when reviewing meter reads

If the above sounds like you, be sure to submit your application by the deadline of Wednesday, September 24, 2025 at 11:59 PM. Final selected candidate will be subject to a pre-employment physical that will include a drug test.

The Position

Field Customer Service Representative I: This is the entry level class in the Field Customer Service Representative series performing general field customer service support. Initially under close supervision, incumbents learn and perform routine customer service support. As experience is gained, assignments become more varied, complex, and difficult; close supervision and frequent review of work lessen as an incumbent demonstrates skill to perform the work independently. Positions at this level usually perform most of the duties required of the positions at the II level but are not expected to function at the same skill level and usually exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise.

Field Customer Service Representative II: This is the fully qualified journey-level classification in the. Field Customer Service Representative series. Positions at this level are distinguished from the I level by the performance of the full range of duties as assigned, working independently, and exercising judgment and initiative. 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. Positions in this class series are flexibly staffed and positions at the Field Customer Service Representative II level are normally filled by advancement from the Field Customer Service Representative I level.

Representative Duties

- Performs a variety of field customer service and meter reading duties; reads customer water meters on an assigned route; records meter readings in hand-held computer; performs radio reads; downloads readings and prints reports, water meter installations and replacements and angle stops.

- Performs customer service duties in the field including connecting or disconnecting water service in response to customer or District request regarding service requests, delinquencies, emergencies, and repairs; completes data entry for field service order requests; re-reads meters to resolve complaints, and hangs door hangers.

- Responds to customer complaints of low pressure, possible water leaks and other concerns; interprets results and informs customers.

- Conducts detailed water consumption audits for unusually high or low meter readings.

- Conducts in-depth water conservation audits for residential, commercial and industrial customers; explains water conservation methods to customers; inputs information from surveys into the system.

- Enters data into computer records; creates new and/or updates changes to records in the computer system regarding meter changes as necessary; enters comments and notes in billing system; prints and reviews reports; saves electronic reports in meter reading folder.

- Creates new accounts from account activity reports and sequences them in the meter reading routes.

- Performs meter flow testing; tests and inspects water meters using portable flow data loggers; reports findings.

- Responds to routine questions and requests for assistance from customers in person or over the phone; responds to public inquiries in a courteous manner; provides information within the area of assignment; resolves issues and complaints in an efficient and timely manner or refers to supervisor.

- Creates service orders for new and closing customers.

- Performs a variety of field repairs and maintenance tasks including replacing meter box lids, marking meter locations, trimming bushes/plants near meters, and painting address numbers on meter banks; checks for meter leaks; digs out and pumps water from meter boxes.

- Installs and removes construction water meters.

- Tests and inspects water meters and meter boxes for damage; reports damage or safety hazards as necessary.

- Assists in meter sizing using portable flow data loggers.

- Updates water meter reading routes for billing; imports and exports routes; maintains route records; loads reading routes into meter reading devices.

- Prepares and creates billing schedule and meter reading schedule.

- Replaces meters as necessary and annual planned capital replacements.

- Coordinates testing of meters with the testing labs and contractors.

- Assist with replacement of large meter replacements.

- Performs system shut-down as necessary to facilitate meter replacements.

- Washes and organizes service truck.

- Assists in training new and lower level employees.

- Cross-train in Operations and may assist in performing maintenance work as assigned.

- Responds to emergencies.

- Performs related duties as required.

Minimum & Desired Qualifications

EDUCATION: Equivalent to the completion of twelfth grade.

EXPERIENCE:

- Field Customer Service Representative I:One year of customer service, meter reading, construction, or other related experience, preferably in a water utility.

- Field Customer Service Representative II: Two years water utility field customer service and meter reading experience.

CERTIFICATION:

- Field Customer Service Representative I: Possession of Water Distribution Operator Grade D1 Certification issued by State Water Resources Control Board.

- Field Customer Service Representative II: Possession of Water Distribution Operator Grade D2 Certification issued by State Water Resources Control Board.

LICENSE: Must possess a valid US driver’s license upon date of application. Must obtain California driver’s license following hire date per California DMV regulations.

PHYSICAL DEMANDS: Mobility to perform heavy, moderate or light lifting; walk, stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard; exert moderate but not constant physical effort, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, crawling, lifting, carrying, pushing and pulling; ability to verbally communicate to exchange information; and operate motorized equipment and vehicles; ability to see in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents; and to operate assigned equipment.

WORKING CONDITIONS: Field work with exposure to loud noise levels, cold and hot temperatures, inclement weather conditions, road hazards, chemicals, mechanical hazards, unpleasant odors, hazardous physical substances and fumes, dust, and air contaminants.

FLEXIBLE STAFFING:Positions in the Field Customer Service Representative I/II class series are flexibly staffed; positions at the Field Customer Service Representative II level are normally filled by advancement from the Field Customer Service Representative I level; progression to the Field Customer Service Representative II level is dependent on (i) management affirmation that the position is performing the full range of duties assigned to the classification; (ii) satisfactory work performance; (iii) the incumbent meeting the minimum qualifications for the classification including any licenses and certifications; and (iv) management approval for progression to the Field Customer Service Representative II level.

Holidays – Mesa Water provides full-time employees with 107 holiday hours per year, comprised of twelve observed holidays (96 hours) and (11) floating holiday hours.

Vacation – Employees accrue between eighty-eight (88) and one hundred and sixty (160) hours annually, depending on tenure. Accrued time is available to use after six months.

Sick Leave – Employees accrue ninety-six (96) hours per year, with no maximum accrual cap.

Retirement – Mesa Water employees participate in CalPERS retirement.

Effective January 1, 2013, newly hired employees who are new CalPERS members, as defined by the Public Employees' Pension Reform Act of 2013 (PEPRA), will be enrolled in the CalPERS 2% at age 62 defined benefit plan with a three-year final compensation in accordance with PEPRA. New members will be required to pay 8.25% of pension reportable salary as their full share of their member contribution.

An employee who is a "classic" member of CalPERS or a current member of another California public retirement system who is hired on or after January 1, 2013, will be enrolled in the CalPERS 2% @ 55 benefit formula with one-year final compensation. Effective 1/6/17, employees pay 7.0% of the employee contribution to CalPERS.

The District participates in Social Security. Please contact Human Resources if you have more questions.

Cafeteria Plan Benefits – Employees receive a $2,400 “Flex Credit” allocation per month to be used towards health benefits including medical, dental and vision. Flex credits not used towards benefits may be taken as additional taxable non-“Persable” income.

Deferred Compensation – A voluntary Deferred Compensation Plan (Section 457) is available to employees through Empower Retirement. Eligible employees may receive dollar for dollar employer match up to 3.5% of salary per calendar year.

Flexible Spending Account (FSA) – Employees may participate in either or both of Mesa Water's Section 125 plan flexible spending accounts: Dependent Care Reimbursement (eligible upon hire) and Medical Expense Reimbursement (after one-year).

Life Insurance – Full-time employees are covered by $200,000 in group term life insurance paid by District (benefit decreases at age 65).

Long Term Disability (LTD) – Full-time employees receive District-paid LTD insurance coverage equal to 2/3 of salary ($12,000 maximum monthly benefit) after a 90-day waiting period.

Short-Term Disability – The District participates in State Disability Insurance (SDI).

Automobile Allowance – Management employees receive an Automobile Allowance per month.

9/80 Work Schedule – Employees are offered a 9/80 work schedule with every other Friday off.

Tuition Reimbursement and Educational Incentives

Salary Increases – Based on performance, new Mesa Water employees are eligible for merit step increases at 6-months and 12-months, and annually thereafter.