Field Service Representative

Requisition ID: 109323

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People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.

We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey.

About American Water

American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.

As one of the fastest growing utilities in the U.S., American Water expects to invest $40 to $42 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities.

American Water has been recognized on the 2023 Bloomberg Gender-Equality Index for the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions.

For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram.

Pennsylvania American Water is seeking a motivated, customer-centric Field Operations Representative to join our team in Bethel Park, PA. In this field-facing role, you will be responsible for a variety of activities including activating/deactivating customer accounts, obtaining meter readings, changing meters, and meeting with customers to address questions and service needs. Our ideal candidate will be self-motivated, have strong communication skills, and possess the ethusiasm and drive to deliver high quality service to the community and our customers.

Primary Role

This role will serve as the primary customer interface for investigating, addressing, and correcting service matters.

Key Accountabilities

- Installs or replaces water meters with or without reading devices.

- Locates, operates and repairs shutoff valves and/or boxes and external plumbing for defects or leakage.

- Examines meters, connections, internal and external plumbing for defects or leakage.

- May perform emergency plumbing repairs.

- Performs various collection activities, turn offs, reconnects, and the delivery of notices.

- Investigates customer complaints and determines corrective action per company procedure.

- May investigate illegal water usage.

- Completes all necessary forms, sketches, field notes and uses maps and records.

- Performs manual digging to uncover valve, curb boxes, using a shovel, digging bar, or pick.

- Drives vehicle and/or truck in performance of general job duties.

- Walks or drives truck over established route and takes readings of meter dials and radio frequency operated meters as instructed.

- Returns route book to business office for billing purposes.

- Inspects meters and connections for defects, damage and unauthorized connections.

- Indicates irregularities in computer for necessary action by servicing department.

- Verifies readings to locate abnormal consumption and records reasons for fluctuations.

- Performs sounding.

- May turn service off for nonpayment of charges in vacant premises or turn service on for occupants.

- Tests and repairs meters, documents results, scraps old meters.

- Maintains and stocks meter testing room and meter supply room.

- Assists with building maintenance, when needed.

- Maintains a properly equipped vehicle which may include DOT DVIR inspections.

- Performs other duties as assigned by supervisor.

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Knowledge/Skills

- Knowledge of customer service and ability to handle customer contacts courteously and with respect.

- General knowledge of meter installations of various sizes.

- Basic understanding of meter function, meter reading, and repair.

- Working knowledge of all tools needed to perform job duties.

- Knowledge of general plumbing.

Experience/Education

- High School diploma or equivalent

- Meter reading experience, customer service experience, plumbing or water distribution work, cross training in water meter department preferred.

- Knowledge of computers.

- Some mechanical ability.

- Any related activities and past work experience with water systems is suggested.

Work Schedule

- Note- There are two (2) vacancies available with the following schedules:

Work Schedule #1

- Full-time, on-site

- Tuesday-Friday, 12pm-8pm, Saturday 8am-4pm

- On-call responsibility

OR

Work Schedule #2

- Full-time, on-site

- Monday-Friday, 12pm-8pm

- On-call responsibility

Work Environment

- Must be adaptable to variations in topography and weather conditions.

Certifications & Licenses

Once an individual is awarded the position of FSR, he or she must take and pass the appropriate state certification examination for Class E Water Distribution License within 24 months, and apply for certification within 6 months of achieving the minimum experience requirement for certification, if he or she had not already met the minimum experience requirement upon passing the certification test.

Other Job Requirements

- Position may be subject to mandatory off hours call-out and overtime.

- Required to possess and maintain a drivers license valid in the state of their residence.

- May be required to complete and maintain forms needed for a driver qualification file.

- May be required to obtain a DOT medical card.

Competencies

Champions safety

Collaborates

Customer obsessed

Cultivates innovation

Nimble learning

Drives Results

Join American Water...We Keep Life Flowing™

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.