Water Services Representative - Customer Service

City of Glendale, AZ - Glendale, AZ4.6

30+ days agoFull-time
Performs a variety of tasks involving reading water meters, maintaining and replacing water meters, investigation and settlement of customers' water service complaints; and processing service changes.

Essential Functions:
Accurately reads water meters on assigned routes and records information into an electronic hand-held device.
Reads AMR meters utilizing hand held device and/or mobile data collector.
Installs, programs, and inspects ERTs (Encoder Receiver Transmitter).
Inspects meters for proper operation and enters notation of damage or malfunction, illegal usage and other customer information into handheld device; generates necessary service orders and/or account notes.
Receives and processes requests for water turn on/off; turns water on and off in accordance with service orders and records the meter reading.
Conducts field investigations and resolves customer complaints relating to water usage, no water, and water leaks; answers question and provides information to customers regarding water usage, water conservation, and utility billing.
Disconnects service on delinquent accounts; reconnects service when necessary payment is received and order is generated by billing department.
Conducts follow-ups regarding delinquent accounts; locks service or removes meter as needed.
Assists customers in locating water leaks.
Installs new meters; replaces, removes meters, and repairs some water leaks
Answers questions and provides information to customers and the public.
Explains billing related questions to customers.
Cleans out, raises/lowers and replaces different size meter boxes.
Completes assigned training classes annually and attends assigned seminars.
Interacts with police department regarding theft of service; may testify in court
Requires driving to and from various locations.
Performs other related duties as assigned.

Minimum Qualifications & Special Requirements:
Two years experience in customer service and a minimum of one year of experience performing manual labor.

Any equivalent combination of training and experience that provides the required knowledge, skills and abilities is qualifying.

Special Requirements
Applicants will be required to undergo drug testing prior to employment and will be subject to further drug and alcohol testing throughout their period of employment in accordance with the City of Glendale Substance Abuse policy.
A valid Arizona driver's license.
Must obtain ADEQ Grade 1 Water Distribution System Operator Certificate within twelve (12) months of hire.

Knowledge of:
Customer service principles
City water billing procedures
Basic operation, maintenance, service and repair of water service equipment
Basic mathematics and record keeping principles

Skill in:
The use of small hand tools
Operating a city vehicle in a safe and professional manner under time restriction
Using computers and related software applications
Operation of a 2-way radio

Ability to:
Communicate and use interpersonal skills to interact with coworkers, supervisor, the public, etc. to sufficiently exchange or convey information and to receive direction.
Use a hand-held computer
Analyze customer service problems and take appropriate action or make recommendation. Make independent on work site decisions
Deal tactfully and courteously with the public and provide good customer service
Interpret City and department rules as applied to water billing and collection services
Test water meters and determine reasons for excessive consumption
Install and replace water meters, clean out, raise/lower meters
Read and follow street maps
Provides training to department staff on meter reading and various service orders


Physical Requirements: Requires considerable walking, climbing, kneeling, lifting of up to 80 pounds and standing, often in confined spaces.