Customer Service Representative

Position: Customer Service Representative I
Summary Under the general direction of the Utility Dispatch Manager, provides communications between the public and utility crews, foremen, and managers to ensure the health and safety of citizens and the environment, and to ensure compliance with State and Federal regulations. This position is in constant phone and/or radio contact with utility staff for ordering parts and related items for each repair and ordering utility locates for crews before excavating.

This position plays a large role in emergency response.
Essential Duties And Responsibilities

Answers telephone and dispatches calls related to reported health and/or safety issue
Enters citizen reported water and/wastewater concern into system and dispatches service technicians for evaluation
Researches and processes requests for new construction connections to water and wastewater services
Orders parts and contacts 811 for locates, monitors radio, and directs units
Maintains records; enters daily data for work orders, customer complaints and action items
Develops reports as required by state/federal regulations
Assists with new hire onboarding process and enters time daily into system
Provides resources, supplies and city-wide messages to field staff without a city email
Picks up and distributes mail; sorts and routes all incoming / outgoing mail and correspondences to City Departments
Coordinates monthly departmental meetings
Assists in preparation and organizing various events for department, safety training, etc.
Process procurement report weekly and prepares purchase requisitions for department as needed
Performs periodic on-call duty on a rotating basis
Completes cost estimates relating to water and sewer taps
Follows City policies, procedures, and safety guidelines
Performs other duties as assigned

Minimum Qualifications

High School diploma or equivalent
One year of experience in customer service, dispatch, or related area
Ability to successfully pass a typing test

Preferred Qualifications

Work experience with Water and Wastewater and related terminology

Certificates, Licenses, Registrations

Valid Driver's License