Customer Service Associate

Customer Service Representative/Backflow Tester Full-Time, Represented Open/Competitive The City of Pico Rivera's vision and values are to safeguard the public's trust through open and transparent business practices that consistently maintain our credibility of strong ethical stewardship of all resources. We strive to provide responsive and consistent customer service to the community and our employees, who we trust to always own the problem and solution of all our business challenges. We recognize that we must engage our workforce in productive and respectful dialogue as our success internally hinges on the dynamic and interdependent partnerships within; thus, improving our chances of external success. The goal is to positively impact our community by optimizing and engaging our workforce to improve the human experience and quality of life in the City of Pico Rivera. The City is committed to forging a model of 21st Century government to better serve the community and its employees. The Department The City of Pico Rivera strives to support and enhance a high quality of life for the residents, businesses and visitors by providing well planned, environmentally sensitive, cost-effective infrastructure and services to promote public health, personal safety and transportation. Our mission is to improve the quality of life for residents through responsive, efficient, and effective delivery of services to every neighborhood and by reflecting a can-do attitude with our customers and stakeholders. The Public Works Department is responsible for the engineering, permitting, maintenance and operation of the City's infrastructure, including streets, sidewalks, roadway medians, alleys, water system, sewer collection, storm drains, public parking lots, traffic signals, etc. The Department also manages maintenance and public service programs such as graffiti abatement, tree trimming, street sweeping, trash and recycling services, parks and street maintenance, and utilities and facilities maintenance. In addition, the Department manages a comprehensive capital improvement program that provides roadway rehabilitation, signal coordination, trail construction, etc. The Pico Rivera Water Authority (PRWA) is committed to delivering the highest quality customer service to our consumers and residents. The sole purpose of the PRWA is to provide and deliver safe, clean, potable drinking water to over 9,400 residential homes and commercial businesses. The PRWA infrastructure consists of 8 Deep Groundwater Wells, 3 Booster facilities, 1 million gallons of storage, 98 miles of pipeline, 1,990 isolation valves ranging from 4 inches to 16 inches in diameter, 884 fire hydrants and reclaimed pipeline that services parks and medians throughout the City of Pico Rivera. The PRWA can produce up to 12,000 gallons per minute for residential and fire demand. In 2019 groundwater production was over 1.3 billion gallons. The Position Under general supervision, the Customer Service Representative/Backflow Tester performs customer service field work including service turn-ons/turn-offs, meter investigations, water consumption inquiries, and water quality complaint responses. Incumbent conducts inspections, testing, repair, installation, and replacement of backflow prevention assemblies; assists in performing cross-connection control investigations and hazard assessments; ensures compliance with City, State, and Federal regulations; maintains required testing and compliance records; and performs related duties as assigned. This is a journey-level classification responsible for independently performing complex and technical work in customer service, water system field operations, and backflow/cross-connection control and compliance. The position requires specialized certifications, regulatory knowledge, and field expertise beyond the duties of a standard Customer Service Representative. Supervision Received and Exercised Receives general supervision from the Utilities Superintendent, Water Distribution Supervisor or Public Works Inspector. May receive technical or functional direction from other utility supervisory personnel. Responsibilities may include direct or indirect supervision over other utility maintenance personnel. Note: This recruitment will be utilized to establish an eligibility list that may be used to fill other current or future vacancies in this classification. Essential Duties The duties listed below are intended only as illustrations of the various types of work that may be performed by employees in this classification. Functions may be added, modified or removed to meet the needs of the City. The ideal candidate will have the ability to perform the following essential tasks and duties: Customer Service & Meter Operations Investigates delinquent accounts, abnormal water consumption, leaks, and customer inquiries regarding water service or billing procedures and city policies and water use. Locates, reads, and inspects water meters; issues and processes work orders related to meter repairs, replacements, and testing. Turns water services on or off; opens and closes customer work orders. Responds to customer complaints regarding water quality, usage, leaks, and service issues. Assists with hydrant flushing and emergency water system repairs. Backflow Prevention & Cross-Connection Control Inspects, tests, repairs, installs, and replaces backflow prevention assemblies on potable and non-potable systems. Performs annual routine testing, maintenance, and calibration of backflow assemblies and test gauges. Assists in conducting cross-connection hazard assessments at new and existing service locations. Assists in assessing compliance with backflow and cross-connection requirements. Completes inspection reports, maintains test data, and ensures regulatory documentation is current and accurate. Regulatory Compliance & Public Interaction Interprets and applies State Water Resources Control Board regulations, AWWA standards, plumbing codes, and City ordinances related to water distribution and cross-connection control. Advises customers on installation requirements and corrective actions needed for compliance. Maintains positive working relationships with contractors, agencies, the public, and City staff. Other Duties Operates assigned vehicles, equipment, and tools properly and safely. Maintains accurate logs, records, and work order documentation. Performs related duties as required. Qualifications Knowledge of: Water service installation, distribution system components, and water meter operation. Backflow assembly operation, testing, installation, and repair. Cross-connection control principles and regulatory requirements. Plumbing, hydraulics, and water quality fundamentals. Water billing procedures, automated meter reading hardware, and customer service operations. Occupational hazards and safe work practices. Skills/Ability to: Interact with the public tactfully and effectively in person and by phone. Investigate and resolve customer service complaints. Perform accurate backflow testing and inspections. Prepare clear, concise reports, logs, and records. Perform basic math and apply regulations promptly and correctly. Organize, prioritize, and complete assignments independently. Operate computers, spreadsheets, work order systems, and field equipment. Work collaboratively with coworkers, contractors, and customers. Interpret, explain and apply applicable laws, codes, and regulations. Read, interpret, and record data accurately. Work independently and as part of a team. Make sound decisions within established guidelines. Follow written and oral instruction. Observe safety principles and work in a safe manner. Communicate clearly and concisely, both orally and in writing. Bilingual in Spanish is desired. Education/Training/Experience Education: A high school diploma or G.E.D. certificate is required. Experience: Two (2) years of experience in meter reading and/or customer service is required. Proof of education such as but not limited to, high school diploma/GED certificate, university/college transcripts and degrees must be submitted online with your application. Applicants are responsible for attaching proof of education, certification, and/or license to each position for which they apply. Failure to provide all required documents will result in elimination from the selection process. Foreign Education: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained