Customer Service Field Representative

East Cherry Creek Valley Water & Sanitation District; Town of Aurora (NY); On-site; USD 37,195 - 44,083; Full time

Benefits offered by this job

401(a) Pension

Health Reimbursement Plan

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short/Long-Term Disability Insurance

PTO

Paid Holidays

Tuition Assistance

457 Deferred Compensation

Wellness Reimbursements

Flexible Spending Accounts

Supplemental Insurance

Job summary

East Cherry Creek Valley Water & Sanitation District is seeking a Customer Service Field Representative to perform residential and commercial meter reads, handle inquiries, and maintain accurate data in the billing system. The role includes reading meters, investigating leaks, and coordinating with the Water Efficiency Team to address issues.

This full-time position requires a High School Diploma and includes opportunities for on-site work, training, and collaboration with a dedicated operations

Qualifications

• High School Diploma or GED.
• 1+ years in water utility or 3+ years in customer service.
• Valid driver’s license and pass a background check.
• Experience reading, maintaining, and repairing water meters desirable.
• Knowledge of water meter technology and reading systems preferred.

Responsibilities

• Provide high level customer service to internal and external customers.
• Interact with customers to resolve water usage issues and document in billing system.
• Use a District vehicle to obtain monthly meter reads for three billing cycles.
• Perform routine shut-offs and on for non-payment and emergency repairs.
• Maintain inventory and coordinate with vendors.
• Rechecks and obtains readings that are unavailable during routine meter reading and records final meter readings.

Skills

Customer service

Reading meters

Data recording

Communication skills

Problem solving

Education

High School Diploma

Tools

Meter reading systems

Billing software

Job description

Job Details

Location: East Cherry Creek Valley Water & Sanitation District (Main), Aurora, CO 80016. Position Type: FT Regular. Education Level: High School Diploma. Salary Range: $26.74 - $32.21 per hour.

Benefits

• Employer fully funded 401(a) Pension Plan and Health Reimbursement Plan, with 100% vesting immediately
• Outstanding group insurance plans and options offered: Medical, Dental, Vision, Life, Short‑Term and Long‑Term Disability Insurance, with two Employee Assistance Plans (EAPs). Various plans and elections will have little to no premium cost to employees
• Generous Paid Time Off (PTO) accrual and nine paid holidays annually
• Other benefits include Tuition Assistance, 457 Deferred Compensation Plan, Wellness Reimbursements, Flexible Spending Accounts, and supplemental insurances such as Colonial, Legal Shield, and Pet Insurance

Job Summary

The Customer Service Field Representative is responsible for residential and commercial field work; reads water meters and records water usage using automated systems; disconnects and restores water service; responds to and investigates a broad spectrum of issues surrounding no reads, high reads, water pressure concerns, and leaks; replaces water meters and reading technology as needed; conducts monthly meter reading, and performs inspections on meters, pits, lids, and domes. Works closely with the Water Efficiency Team to identify, communicate, and shut off, if necessary, excessive leaks.

Essential Duties and Responsibilities

• Provides high level customer service to internal and external customers
• Interacts directly with customers to identify, analyze, problem solve, troubleshoot, and resolve water usage issues, complaints, and concerns. Advises and educates customers and documents information in the billing system
• Use a District vehicle and cellular services to obtain monthly meter reads for three billing cycles
• Performs routine shut‑off and turn‑on of water services for non‑payment as well as emergency shut‑offs for repairs
• Performs routine repair or replacement of meters, registers, transponders, curb stops, lids, and domes
• Prioritizes and completes a variety of work orders in a timely manner
• Monitors and maintains inventory; works directly with vendors to order inventory and troubleshoot equipment issues
• Rechecks and obtains readings that are unavailable during routine meter reading and records final meter readings; investigates water leaks, inoperative meters, and pressure concerns
• Performs regular audits on and investigates zero usage and high usage accounts
• Collaborates with builders directly and maintains working relationships; holds contractors accountable for proper installation of meter pits; assesses fines for missed deadlines and water restriction violations; monitors all new builds to ensure builders are in compliance with sod guidelines
• Assists with general office work of the Customer Service Department, including phone coverage, walk‑in customer assistance, and general inquiries
• Participates in continuous improvement initiatives and provides input and feedback on department policies and updates and writes Standard Operating Procedures (SOP)
• Maintains regular and predictable attendance as scheduled and performs job duties per a rotating on‑call schedule with occasional overtime, weekends and holidays, as needed. Ability to respond to on‑call issues within 45 minutes

Other Responsibilities

• Participates in or leads One ECCV committee(s) and/or taskforce(s)
• Provides back‑up coverage for other positions
• Performs other duties and projects as assigned

Qualifications

• Ability to safely operate and maneuver a District vehicle to complete daily tasks
• Comprehensive knowledge of how to read maps, accurately record data, and use various types of electronic and/or manual recording meter reading systems
• Ability to learn overall operation and policies of the District related to meter reading, repair and procedures; various meter settings, meter removal, and installation procedures
• Ability to use hand tools, machines, and equipment to perform mechanical repair functions
• Ability to learn and acquire an in‑depth knowledge of billing and reading software
• Ability to establish, foster and maintain effective working relationships with all District employees, leadership, consultants, vendors, builders, and the general public
• Demonstrate with all interactions, a high level of quality customer service; a positive and professional demeanor; the ability to exercise sensitivity; the ability to handle stressful situations in a diplomatic and tactful manner
• Demonstrate the ability to exercise good judgement, discretion, and maintain confidentiality to handle sensitive information appropriately
• Ability to effectively communicate verbally and in writing, prioritize tasks, make independent decisions, prioritize workload with multiple shifting priorities and interruptions; follow‑up and follow‑through on tasks; and meet deadlines
• Ability to accurately compile, analyze and interpret facts to troubleshoot; arrive at valid conclusions and make logical decisions to solve problems; exercise sound judgement in making decisions involving processes and equipment

Requirements

• High School Diploma or GED
• 1+ years’ experience in water utility or 3+ years in customer service. An equivalent combination of education, training and experience that demonstrates required knowledge, skills and abilities may be considered
• Previous experience reading, maintaining, and repairing/replacing water meters desirable
• Knowledge of water meter technology and meter reading technology preferred
• Must possess a valid driver’s license and pass a background check

Working Environment and Physical Activities

This position consists primarily of field work, with occasional office work, and requires operation of a District vehicle to various work orders. Office work requires the ability to operate standard office equipment, such as computers, phones, photocopiers, and fax machines. This position requires the ability to sit for extended periods of time with hand/eye coordination for repetitive motion and data entry. Field work includes exposure to all weather conditions and working in potentially hazardous environments. This position requires full range of physical motion with hand/eye coordination: frequent standing and walking including uneven terrain; the use of tools and equipment to climb stairs, equipment and ladders. Position includes the regular lifting of 20-50 pounds of equipment and tools. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position pay range: $26.74/hour to 32.21/hour. Pay based on qualifications and experience.

ECCV is an equal opportunity employer.