Customer Service Field Representative

Customer Service Field Representative


FLSA: Non-Exempt

The Customer Service Field Representative performs a variety of field and office tasks in support of water utility billing operations and customer service functions. This role ensures timely and accurate service delivery, account maintenance, and customer support both in the field and in the customer service office.

Essential Duties and Responsibilities:

• Executes work orders related to new service activations, service disconnections, account closures, meter repairs, backflow device replacements, meter box maintenance, and leak investigations using the utility work order system.
• Locates, inspects, cleans, and reads water meters; replaces antennas on radio-read equipment as needed.
• Investigates high water usage by reviewing and interpreting data logs; communicates findings to customers and suggests potential solutions.
• Disconnects and reconnects water services for nonpayment in accordance with established policies.
• Provides front-line customer service in person and via telephone; identifies customer needs and provides accurate, courteous assistance.
• Accepts and processes utility payments made in person, by mail, drop box, or online.
• Maintains and updates customer account records, including name and address changes, account openings, and closures.
• Coordinates the issuance, purchase, and rental of water meters.
• Assists customers in understanding meter readings and billing charges; helps establish payment arrangements for delinquent accounts.
• Performs other related duties as assigned to support the overall effectiveness of the department.

Minimum Qualifications:

• High school diploma or equivalent.
• Valid GA driver's license and a satisfactory driving record.
• Knowledge of or the ability to learn water meter operations and billing procedures.
• Experience in providing excellent customer service.
• Experience in handling and balancing cash drawers.
• Ability to operate standard office equipment and utility software systems.

Work Environment & Physical Requirements:

• Work is performed both indoors in an office environment and outdoors in varying weather conditions.
• Must be able to bend or crouch to access water meters, use tools and equipment requiring a high degree of dexterity and occasionally lift up to 30 pounds.