Field Customer Service Representative I/II

Mesa Water District | Costa Mesa, CA

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Posted Date 10/07/2019
Description

SALARY: (Non-Exempt and represented position)
Field Customer Service Representative I: $23.60/hour - $32.53/hour
Field Customer Service Representative II: $26.70/hour - $36.80/hour
 
This position is open until filled. The application review deadline is on Sunday, October 27, 2019 at 11:59 p.m.. After the application review deadline, this recruitment may close at any time without notice. It is recommended that interested candidates apply immediately.

ONLY completed online applications and supplemental questions will be considered. In addition, copies of certifications, coursework and/or degrees must be attached to this application.
 

THE POSITION:

Under supervision (Field Customer Service Representative I) or general supervision (Field Customer Service Representative II), performs a variety of field customer service duties including responding to customer concerns/requests regarding water consumption, leaks, service connection/disconnection and conservation; reads water meters on an assigned route and records readings; and performs a variety of maintenance tasks relative to assigned area of responsibility. 

Field Customer Service Representative I: This is the entry level class in the Field Customer Service Representative series providing general customer service support. Positions in this classification require a general knowledge of water system operations. Positions at this level are not expected to function with the same amount of program knowledge or skill level as positions allocated to the Field Customer Service Representative II level and 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. Advancement to the "II" level is based on demonstrated proficiency in performing the assigned functions and is at the discretion of higher level supervisory or management staff.

Field Customer Service Representative II: This is the journey level class in the Field Customer Service Representative series performing the full range of field customer service duties including both technical and some administrative tasks related to water utility metering that require general knowledge of water utility billing and plumbing systems and specialized knowledge of water systems and conservation practices. Positions at this level are distinguished from the Field Customer Service Representative I level by the performance of the full range of duties as assigned, working independently, applying well developed customer service knowledge, 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. Work is normally reviewed only on completion and for overall results. 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, or when filled from the outside, have prior experience.

 

MINIMUM & DESIRED QUALIFICATIONS:


Field Customer Service Representative I

Education/Training: Equivalent to the completion of the twelfth grade or trade school training in water science.

Experience: One year of water utility field customer service and meter reading experience.

License or Certificate:

  • State of California Department of Health Services Water Distribution Operator Grade D1 Certification.
  • Possession of an appropriate, valid driver's license.

 

Field Customer Service Representative II

Education/Training: Equivalent to the completion of the twelfth grade or trade school training in water science.

Experience: Three years of responsible experience performing duties comparable to a Field Customer Service Representative I in the Mesa Water District.

License or Certificate:

  • State of California Department of Health Services Water Distribution Operator Grade D2 Certification.
  • Possession of a valid Class A driver's license with air brake endorsement is required within a year of employment.
 

REPRESENTIVE DUTIES:

  1. 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.
  2. 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.
  3. Responds to customer complaints of low pressure, possible water leaks and other concerns; interprets results and informs customers.
  4. Conducts detailed water consumption audits for unusually high or low meter readings.
  5. 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.
  6. 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.
  7. Creates new accounts from account activity reports and sequences them in the meter reading routes.
  8. Performs meter flow testing; tests and inspects water meters using portable flow data loggers; reports findings.
  9. 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.
  10. Performs customer service duties at the front counter as necessary including receiving water bill payments; receives and changes billing information for customers; assists in correcting errors in the final billing process.
  11. Creates service orders for new and closing customers.
  12. 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.
  13. Installs and removes construction water meters.
  14. Tests and inspects water meters and meter boxes for damage; reports damage or safety hazards as necessary.
  15. Assists in meter sizing using portable flow data loggers.
  16. Updates water meter reading routes for billing; imports and exports routes; maintains route records; loads reading routes into meter reading devices.
  17. Prepares and creates billing schedule and meter reading schedule.
  18. Replaces meters as necessary and annual planned capital replacements.
  19. Coordinates testing of meters with the testing labs and contractors.
  20. Assist with replacement of large meter replacements.
  21. Performs system shut-down as necessary to facilitate meter replacements.
  22. Washes and organizes service truck.
  23. Assists in training new and lower level employees.
  24. Cross-train in Operations and may assist in performing maintenance work as assigned.
  25. Participates in mandatory standby and respond to emergencies.
  26. Performs related duties as required.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein 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 essential job functions.

Environment: Office and field environment; travel from site to site; work with or in water; work on slippery and uneven surfaces; work around traffic; exposure to hostile individuals, animals, inclement weather conditions, noise, dust, and wetness.

Physical: Incumbents require sufficient 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.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents; and to operate assigned equipment.

Hearing: Hear in the normal audio range with or without correction.

Mesa Water District is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the District will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
Job Category
Local Government
Career Level
Entry Level

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