Customer Service Representative ; 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.

Administrative Services

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.

• 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 Lead worker 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/removal 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.

• 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.

• 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…