2021-07-19 2021-07-28

Field Customer Care Representative I/II

Palmdale Water District
  • Organization Type: Public Water/Wastewater Agency
  • Location: Palmdale, California
  • Job Status: Full-time
  • Job ID: 68573
  • Organization Website
  • Organization Type: Public Water/Wastewater Agency
  • Location: Palmdale, California
  • Job Status: Full-time
  • Job ID: 68573
  • Organization Website

FLSA Status: Non-Exempt

DEFINITION
To perform a variety of field ser vice activities including installation, repair, and calibration of water meters and radio transmitting devices; to read, collect, and record water consumption from meters and radio transmitting devices; to read, collect, and record water consumption from meters; and to interact with the public in the course of field activities.

DISTINGUISHING CHARACTERISTICS

Field Customer Care Representative I – This is the entry level class in the Field Customer Care series. Positions in this class typically have little or no directly related work experience and work under immediate supervision while learning job tasks. The Field Customer Care Representative I class is distinguished from the II level by the performance of less than the full range of duties assigned to the II level. Incumbents work under immediate supervision while learning job tasks, progressing to general supervision as procedures and processes of assigned area of responsibility are learned.

Field Customer Care Representative II – This is the journey level class in the Field Customer Care series and is distinguished from the I level by the assignment of the full range of duties. Employees at this level receive only occasional instruction or assistance as new, unusual or unique situations arise and are fully aware of the operating procedures and policies within the work unit. Positions in this class are flexibly staffed and are normally filled by advancement from the I level.

SUPERVISION RECEIVED AND EXERCISED

Field Customer Care Representative I – Receives general supervision from the Senior Field Customer Care Representative; receives technical and functional supervision from Field Customer Care Representative II.

Field Customer Care Representative II – Receives general supervision from the Senior Field Customer Care Representative; receives technical and functional supervision from the Senior Field Customer Care Representative.

EXAMPLES OF ESSENTIAL DUTIES - Duties may include, but are not limited to, the following:

Field Customer Care Representative I

  • Perform all meter reading functions.

  • Field Customer Care Representative II

  • Leak assessment. Including, but not limited to, service line, main line, and customer side versus Palmdale Water District responsibility.

  • Perform equipment/meter calibration and pressure checks.

  • USA markouts and protocol.

  • Replace angle stops.

  • Customer service line repair.

  • Distribute and place door hanger tags, scheduled and/or emergency shut-offs.

  • Turn on/off water service per authorized instructions; shut off and lock service; remove meters as directed.

  • Locate valves and isolation valves.

  • Interact with the public while in the field; receive, record, and report complaints or concerns; follow up as needed and refer to other District staff as appropriate.

  • Build and maintain positive working relationships with co-workers, other District employees and the public using principles of good customer care.

  • Cross train in both field and office customer care duties and be able to perform those duties when needed.

  • Perform related duties as assigned.

MINIMUM QUALIFICATIONS

Field Customer Care Rep I:

Knowledge of:

  • Basic principles of arithmetic, including addition, subtraction, multiplication, division, and percentages.

  • Basic practices and methods of record keeping.

  • Advanced customer interaction.

  • Repair and installation of utility meters and meter reading devices and related equipment.

  • How to use hunter scale and/or GIS system to find service line, meters and/or shut off valves in street to be able to isolate a service.
Ability to:

  • Perform a variety of field customer care activities related to the installation, repair, and calibration of water meters.

  • Perform angle stop replacement.

  • On a continuous basis, know and understand operations and observe safety rules; intermittently analyze problem situations and/or equipment; identify and locate site locations; interpret work orders, remember equipment location, and explain job to others.

  • Intermittently, sit while studying or preparing reports and/or driving; bend, squat, kneel, twist, and walk long distances when performing field duties; perform simple and power grasping, pushing, pulling, and fine manipulation; and lift or carry weight up to 50 pounds.

  • Learn geography and street/road locations within the District’s jurisdiction.

  • Learn to use a computer to access customer care database system for performing work orders in the field and to retrieve and enter data.

  • Deal tactfully with customers encountered in the field.

  • Work outdoors in a variety of weather conditions.

  • Work assigned shift schedules; be available for call back.

  • Communicate clearly and concisely, both orally and in writing.

  • Establish and maintain effective working relationships with those contacted in the course of work.

Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Experience:
One year of responsible experience in a position involving substantial public contact is desirable.

Training:
GED/High School Diploma.

License and Certificate

  • Possession of, or ability to obtain, a valid California Driver’s License.

  • Possession of a Distribution Operator Grade 1 Certificate as issued by the Water Resources Control Board is desired.

Field Customer Care Rep II:

Knowledge of:
All knowledge required of Field Customer Care Representative I.

Extensive knowledge required to answer a variety of customer inquiries.

Ability to:
All abilities possessed by a Field Customer Care Representative I.

Ability to complete pressure tests, meter calibrations, angle stop replacements and more advanced related issues with little or no direction form the Senior Field Customer Care Representative.

Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Experience:
Three years of responsible experience in a position equivalent to a Field Customer Care Representative I.

Training:
GED/High School Diploma.

License and Certificate

  • Possession of, or ability to obtain, a valid California Driver’s License.

  • Possession of a Distribution Operator Grade 2 Certificate as issued by the Water Resources Control Board.

  • Possession of a Treatment Operator Grade 1 Certificate as issued by the Water Resources Control Board is desirable.

Supplemental Information:

PHYSICAL REQUIREMENTS
Constantly, walk stand, kneel, climb, and bend in the field; sit while studying or preparing reports and driving in vehicle or operating equipment; perform simple and power grasping, pushing, pulling and fine manipulation; intermittently write or use a keyboard to communicate; and lift or carry weight up to 60 pounds. Additionally, the incumbent in this position works outdoors in all weather conditions, including wet, hot and cold with extreme sun exposure. Some of these requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.

When applying, mention you saw this opening listed at WaterDistrictJobs.com.