Customer Service Technician

City of Janesville Wisconsin; Janesville (WI); On-site; USD 35,000 - 45,000; Full time

Job summary

The City of Janesville is seeking a Customer Service Technician to perform technical duties related to water meter operations. This role includes testing, installation, and repair of water meters, along with excellent customer service to residents. Ideal candidates will have a high school diploma and experience in heavy equipment operation. The position requires a valid Class 'B' CDL and offers a regular work schedule with emergency response duties as needed.

Qualifications

• Minimum one year experience in heavy equipment operation or general construction.
• Possession of a valid state-issued Class 'B' Commercial Driver’s License.

Responsibilities

• Conducts meter replacements and assists customers with water service concerns.
• Operates a hand-held device to program or replace radio read devices.
• Provides effective and efficient customer service.

Skills

Customer Service

Communication

Organizational Skills

Technical Proficiency

Education

High School Diploma or Equivalent

Tools

Microsoft Office

GIS Software

Job description

CITY OF JANESVILLE DIVERSITY STATEMENT:
The residents of Janesville choose this community, not just as a place to live, but as a place to realize life’s opportunities. We strive to sustain a community culture where differences are recognized, understood, and appreciated. As such, the City of Janesville recognizes the importance of developing an environment where diversity is not merely accepted but embraced and celebrated. As public servants, we believe everyone has the right to be treated with dignity and respect. To this end, we will diligently recruit and retain the most talented employees in an environment that fosters maximizing one’s potential. Therefore, we encourage individuals from all backgrounds, perspectives, and experiences to consider employment with the City of Janesville and serve the residents of “Wisconsin’s Park Place”.

OBJECTIVE:
Under direct supervision of the Water Supervisor, the Customer Service Technician performs technical and customer service duties. Technical work involvesparticipating in the testing, installation, and repair of water meters and reading meters for billing purposes. This position will also assist any commercial, industrial and residential customers with water service concerns, and help to resolve the problem.

RELATIONSHIPS:
Reports to: Water Supervisor

Has regular work contact with Department, Division, and Office heads, City employees, other governmental agencies, and the general public.

Supervises: NoneTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This list is illustrative only and is not a comprehensive listing of all functions and duties performed by the incumbent. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Conducts meter replacements and transponder replacements, as required.

1. Completes meter reading as needed for billing purposes.

1. Responds to the Clerk-Treasurer’s office for final meter reads and service issue reports upon request.

1. Assists in meter testing program.

1. Responds to residential water meter or usage inquiries, issues, and other basic operational matters or refers the issue to the proper supervisor for a response.

1. Operates a hand-held device to program or replace radio read devices.

1. Reports to Customer Service Crew Leader all completed daily work assignments, updates customer records, and any incident or problem that requires attention.

1. Reports to the Customer Service Crew Leader any vehicle or equipment malfunction for repair or damage to City facilities.

1. Maintains proper daily maintenance of City equipment.

1. Provides effective and efficient customer service and promotes and maintains responsive community relations.

1. Assists in snow plow operations, as necessary.

1. Responds to basic citizen operational inquiries or refers to the proper supervisor for response.

1. Works with Water Operators on work assignments, if required.

1. Follows all safety regulations, policies, and procedures; reports all unsafe conditions and acts to supervisor; reports all accidents to the supervisor immediately whenever possible; follows recognized safe work practices.

1. Performs other special projects and other job duties as assigned or required during regular and non-business hours.

1. All employees may be assigned by the City Manager or their designee to perform duties and assume responsibilities that are outside the scope of their work duties when the City Manager has declared a City disaster or the City Emergency Operations Center has been initiated.

The requirements listed below are necessary to perform the essential duties of the position.

1. A High School diploma or equivalent is required.

1. Minimum one (1) year experience in heavy equipment operation, general construction, or applicable trade is required.

1. Possession of a valid state-issued Class “B” Commercial Driver’s License, or ability to obtain such license within one (1) year of hire.

1. A valid, state-issued driver’s license at time of hire is required.

OTHER QUALIFICATIONS
The qualifications listed below are preferred, but not required to perform the essential duties of the position. The absence of these qualifications on a candidate’s application does not preclude them from consideration.

1. An associate degree or trade school coursework in a closely related field from an accredited college or university is desirable.

A combination of equivalent experience and/or education as determined by the Human Resources Office may be considered in lieu of minimum requirements.

COMPETENCIES
For successful performance in this position, the incumbent must demonstrate the following knowledge, skills, abilities, and behaviors.
Knowledge:

1. General knowledge of the operational characteristics of water meters.

1. General knowledge of theCity of Janesville (the City) geography and location of the City utilities.
2. General knowledge of the methods, techniques, tools, equipment and materials used in the minor repair and installation of water meters.

1. General knowledge of the appropriate and effective snow and ice control methods.

Skills:

1. Skill in safely operating a variety of equipment and machinery.

1. Effective customer service skills to assist the public with responding to complaints or requests for information.

1. Organizational and time management skills to prioritize duties and accomplish a high volume of work product while adapting to constant changes in priority.

1. Exceptional communication skills, both verbally and in writing, paired with a strong customer service background, and effective interpersonal skills.

1. Collaboration skills to effectively work with others to achieve common goals through communication, teamwork, and problem-solving.

1. Intermediate level of technical proficiency skills, including computer applications and software such as Microsoft Office and Adobe Acrobat.

Abilities:

1. Ability to perform strenuous labor for extended periods of time under varying weather conditions, and to do so in a safe manner.
2. Ability to perform basic mathematical calculations, including the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and to compute percentages.

1. Ability to prepare and maintain detailed records and reports in a timely manner.

1. Ability to work without direct supervision and within the boundaries of areas of responsibility.

1. Ability to maintain a valid state-issued Class “B” commercial driver’s license (CDL).

1. Ability to communicate effectively, both verbally and in written form, with supervisors, contractors, utility companies, property owners, government officials, the general public, City employees, and City officials.

1. Ability to make decisions in accordance with laws, regulations, and established procedures.

1. Ability to work a varied schedule including nights and weekends.

1. Ability to make decisions according to applicable laws, regulations, established procedures, and the directives of the City Manager and City Council.

1. Ability to learn and apply new technology and computerized systems/building systems to detect and diagnose operational problems and maintenance needs.

1. Ability to comply with all safety policies, practices, and procedures, and report all unsafe activities or conditions to supervisor.

1. Ability to maintain a valid, state-issued driver’s license.

Behaviors:

1. Establish and maintain effective working relationships with Department, Division, and Office heads, City employees, other governmental agencies, and the general public.

1. Exhibit exceptional professionalism, tact, and decorum in all areas of work duties.

1. Strong ethics base built upon integrity, honesty, initiative, and respect; maintain strict confidentiality.

1. Interact positively with a diverse group of individuals, and work effectively both as part of a team and independently.

1. Embrace and actively promote an inclusive and equitable work environment.

1. Conduct all business and working relationships in an accurate, fair, equitable and highly ethical manner.

1. Work with the public in a fair and consistent manner, maintaining objectivity and excluding personal bias while performing job duties

1. Reliable, timely, and proactive in the completion of duties, meeting deadlines and responding to inquiries.

1. Work with others in a positive and supportive manner to solve problems, generate ideas, and accomplish division and City goals.

EQUIPMENT, INSTRUMENTS, AND MACHINES:
Machinery and equipment, including personal computer, printer, telephones, copier, scanner, Govern and GIS software, and other standardized or specialized office equipment.
WORKING CONDITIONS AND PHYSICAL FACTORS:
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in an outdoor environment and may, on occasion, be exposed to adverse weather conditions, including extreme heat and extreme cold, high winds, and wet/humid conditions. The employee may work near moving mechanical parts in precarious places; and is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, dust, and vibration. The noise level in the work environment is generally quiet to moderately noisy. This position frequently walks, stands, stoops, kneels, crouches, crawls, and exerts up to 100 pounds of force by lifting, carrying, pushing or pulling objects. The employee is frequently required to see/observe, talk/speak, and listen/hear; use their hands to finger, handle, feel, or operate objects and equipment; repetitive arm, wrist, hand, and eye movements are included. There is frequent twisting, reaching, wrist turning, and grasping. The employee may be required to climb or balance.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Hand-eye coordination is necessary to operate computers and various pieces of equipment. Employee is required to use cognitive ability to reason, analyze, and verbalize thoughts and ideas. Requires the ability to recognize and identify similarities or differences between characteristics of colors, shapes, and sounds associated with job-related objects, materials or tasks.

A regular, Monday – Friday, 7am – 3pm 40-hour work schedule is required for this position. Additionally, this position will respond to emergency situations twenty-four (24) hours a day, seven (7) days a week as needed.

DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position, or is responsive to the needs of the City of Janesville.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
The City of Janesville, Wisconsin, is an Equal Employment Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.