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Utilities Customer Service Coordinator

  • Type:Full Time
  • Salary/Pay Rate:$19.05/hr - $25.40/hr
  • Posted Date:11/16/2018

JOB SUMMARY:

Under the direction of the Utility Superintendent, the Utilities Customer Service Coordinator will provide direct supervision over Customer Service Technicians as well as perform a variety of duties involved in utility customer service including, but not limited to, accurate reading of water meters; identifying water meter equipment problems; cleaning meter boxes; and assist in meter repair or other activities as required.  The Utilities Customer Service Coordinator will perform field services for Utility Billing to include connecting or terminating services; working in team environment supporting efficient and effective completion of the work; and perform other duties as assigned.

 

ESSENTIAL JOB FUNCTIONS:

  • Plan, organize and supervise daily activities related to meter reading and field service activities; devise work schedules according to workloads and budget.
  • Train assigned staff and provide technical assistance as required.
  • Ensure work performed by technicians is completed in compliance with local, state, and federal requirements, standards and procedures.
  • Maintain effective communications with Utility Superintendent on operating issues.
  • Prepare and submit written daily and/or weekly progress reports.
  • Conduct performance appraisals and participate in a variety of personnel actions to include hiring, counseling, training, promotion, discipline and termination.
  • Assist in developing and administering the budget as it applies to Utility Customer Service; recommend expenditures for equipment, parts and supplies.
  • Oversee and participate in the manual labor associated with the operation, maintenance, repair and installation of water meters.
  • Oversee and participate in reading water meters on assigned routes; record readings on appropriate media; calculate water consumption where applicable.
  • Ensure that meters are functioning properly; inspect visible plumbing for water leakage; report defects to utility maintenance crews; complete work orders for damaged or defective meters.
  • Provide water utility customer service including re-reading meters; ensure accurate meter operation by replacing meter boxes, and removing mud or water as necessary.
  • Assist in the repair, replacement, and removal of meter boxes and lids and/or water meters as required.
  • Process idle service accounts; conduct required follow up when unauthorized usage occurs.
  • Coordinate and assign customer activations, deactivations, and removal of water meters.
  • Locate out-of-route and/or recently installed water meters on new construction; determine read order number of new water meters.
  • Read construction site / hydrant water meters; record readings; investigate unusual water consumption.
  • Install, program and operate automated meter reading equipment; troubleshoot automatic meter reading equipment to determine malfunctions; work with vendors to ensure system is operating correctly.
  • Provides customer service by responding to, investigating, and resolving complaints related to high billings.
  • Oversee and participate in cleaning sewer stoppages and flushing sewer lines.
  • Provide customer service.Receive the public and answers questions; respond to inquiries from employees, citizens and others and refers, when necessary, to appropriate persons.
  • Assist in the procurement of department materials and supplies; and assist in obtaining a credit or refund for returned or warranted inventory.
  • Input, maintenance, close out, and follow up with customers on the status of work orders; also provide work order reports for Utility Superintendent.
  • Performs other duties as assigned.

OTHER DUTIES AND RESPONSIBILITIES:

  • Assist other staff members with day-to-day operations such as answering calls and working on various tasks and projects as needed or as assigned.Must be able to adapt to changes in the work environment, manage competing demands and is able to deal with frequent change, delays or unexpected events.
  • Assist other City departments for special projects and events.
  • Perform traffic control as needed.
  • Remove debris and materials from job sites as necessary.
  • Log daily work order reports.
  • Perform preventative maintenance on equipment.
  • Maintain and clean City vehicle, assigned equipment, and related tools as required.
  • Participate in on-call rotation schedule as required to perform the duties of the position.
  • Participate as first responders in emergency situations (i.e. tropical storms, hurricanes, and tornados, train derailments, hazardous material spills, etc.).
  • Abide by all policies, procedures, rules, etc. associated with the City’s Safety Program.

 

JOB QUALIFICATION REQUIREMENTS 

Mandatory Requirements

  • A minimum of two (2) years progressively responsible experience in utility construction, maintenance and repair relating to water or meter services.
  • Class D Water Operator from the Texas Commission on Environmental Quality (TCEQ) or obtain within one (1) year of employment and schooling requirements.Must obtain Class C Water Distribution within two (2) years of employment and schooling requirements.
  • Knowledge of procedures and techniques used in the maintenance and repair of water meters.
  • Knowledge of equipment and techniques used in minor construction, maintenance and repair tasks.
  • Knowledge of and proficient in, the use of tools and equipment required in maintenance and repair activities.
  • Skilled in troubleshooting and problem solving related to utility system activities.
  • Must have good communication skills; requires a calm demeanor in responding to customer questions/and or complaints, and dealing with the general public in everyday activities.
  • Ability to work within established guidelines.
  • Ability to perform repetitious tasks.
  • Ability to use and operate pick-up truck, forklift, and miscellaneous hand & power tools.
  • Must participate in employee performance evaluations in accordance with the City of Bay City Employee Guidelines for City Employees.
  • Must pass a medical physical examination and drug test.
  • Must pass a criminal background check.
  • High School diploma or GED.
  • Valid Class C Texas State Driver's License and safe driving record.
  • To perform this job successfully, the person in this position must be able to perform each essential duty satisfactorily.

Desirable Requirements

  • Customer Service Inspector (CSI) licensing from the Texas Commission on Environmental Quality (TCEQ) or obtain with two (2) years of employment and schooling requirements.
  • Bilingual in English and Spanish.
  • First-Aid/CPR Certified.
  • Certified Flagger or previous experience as a flagger.

 

PHYSICAL DEMANDS OF THE POSITION:

  • Endurance/Moving About: Frequently (1/3 to 2/3 of the time). Move from location to location.
  • Endurance/Overall strength: Heavy work. Exerts force and/or lifts or carries objects weighing up to 100 pounds occasionally.
  • Walking: Constantly (up to 2/3 of the time). Move about on foot.
  • Sitting: Frequently (1/3 or more of the time).
  • Lifting/Carrying: Periodic. Lift by manually raising or lowering an object from one level to another (including upward pulling), and/or carry transport and object, usually holding it in the hands or arms, or on the shoulder.
  • Pushing/Pulling: Periodic. Push by exerting force on an object so that it moves away from the force or worker (including slapping, striking, kicking, and treadle actions); and/or pull by exerting force on an object so that it moves toward the force or worker (including jerking).
  • Controls: Frequently (1/3 to 2/3 of the time). Use one or both arms and/or hands and /or one or either feet or legs to move controls on machinery or equipment.
  • Climbing: Periodic. Ascend or descend ladders, stairs, scaffolding, ramps, poles, ropes, and the like using the feet and legs and /or hands and arms.
  • Balancing: Periodic. Maintain body equilibrium to prevent falling when walking, standing, crouching, or running on narrow, slippery or erratically moving surfaces.
  • Bending/Stooping: Constantly (2/3 or more of the time). Stoop by bending the body downward or forward by flexing the spine at the waist, and /or bend by extending the spine backward or from side to side.
  • Kneeling/Crouching: Constantly (2/3 or more of the time). Kneel by bending the legs at the knees to come to rest on the knee or knees, and/or crouch by bending the body downward and forward by bending the legs and spine.
  • Crawling: Periodic. Move about on the hands and knees or hands and feet.
  • Reaching: Periodic. Extend hands and arms in any direction.
  • Handling: Frequently (1/3 to 2/3 of the time). Seize, hold, grasp, turn or otherwise work with the hand or hands.
  • Rotation: Frequently (1/3 to 2/3 of the time). Twist and turn the spine or a ball and socket joint such as the shoulder or hip.
  • Talking: Constantly (2/3 or more of the time). Express or exchange ideas by means of the spoken word to impart oral information to clients or to the public and convey detailed spoken instructions to other workers accurately, loudly or quickly.
  • Hearing: Constantly (2/3 or more of the time). Perceive the nature of sounds by the ear.
  • Seeing: Constantly (2/3 or more of the time). Obtain impressions through the eyes of the shape, size, distance, motion, color or other characteristics of objects.
  • Reading: Read water meters, written reports and instructions.
  • Writing: Able to accurately record water meter readings, record information and summary of events.

 

WORKING CONDITIONS:

  • Location: Both inside and outside. Work is spent inside (where there is protection from weather, but not necessarily from temperature changes) and outside (where there may be no effective protection from weather).
  • Extreme Cold: Endure temperature(s) sufficiently low to cause marked bodily discomfort unless exceptional protection is used.
  • Extreme Heat: Endure temperature(s) sufficiently high to cause marked bodily discomfort unless exceptional protection is used.
  • Wet Conditions: Endure contact with water or other liquids.
  • Noise / Vibration: Periodic. Occasionally endure noises, either constant or intermittent, or work sites.
  • Smell: Fumes chemicals, or toxic substances.
  • May require 24 hour on-call status for emergency situations.
  • Shift work (including weekends and holidays) may be required.

 

SUPERVISORY RESPONSIBILITIES:

Supervises Utility Customer Service Technicians and supervises staff as they are assigned to service orders, meter reading, and sewer stop duties.

 

SUPERVISION RECEIVED:

Receive direction from the Utility Superintendent, Assistant Director of Public Works, Director of Public Works and, on occasion, from more experienced workers.

 

WORKING HOURS:

Normal working hours are from 8:00 a.m. to 5:00 p.m. with one hour for lunch.  However, normal working hours may change at any time at the direction of the Director of Public Works.  Long and irregular hours may be required to complete assigned tasks and/or projects.  In the event of emergencies, may be called into work and work schedule will be adjusted during the emergency.

 

EXPECTATIONS OF ALL CITY EMPLOYEES:

  • Support City and Department goals and objectives.
  • Serve and meet the needs of our citizens during routine or emergency situations.
  • Ability and willingness to work as part of a team, demonstrate team skills, and perform a fair share of team responsibilities.
  • Plan and organize his/her work, time and resources, and, if applicable, that of subordinates.
  • Contribute to the development of others, to the Department, and the City.
  • Produce desired work outcomes including quality, quantity and timeliness.
  • Communicate effectively with peers, supervisors, subordinates and people to whom service is provided.
  • Understand and value differences in employees and value input from others.
  • Consistently report to work and work assignments prepared and on schedule.
  • Consistently display a positive behavior with regard to work, willingly accept constructive criticism and be respectful of others.

 

MISCELLANEOUS:

The duties listed above are intended only as illustrations of the various types of work that may be performed.  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.

The job description does not constitute an employment agreement between the City of Bay City and the employee and is subject to change by the City of Bay City as the needs of the City and requirements of the job change.  The City of Bay City is an Equal Opportunity Employer.

In compliance with the American’s with Disability Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the employer.

 Formal application or letter of interest, rating of education and experience; oral interview, reference and criminal background checks, and drug screens are required.  In addition, job related tests may also be required.

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