Customer Service Representative/Backflow Tester

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 consist 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. 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. 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:

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 in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions.

PHYSICAL AND MENTAL DEMANDS

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands: 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. Regular standing, walking, kneeling, climbing, and lifting/moving up to 50 pounds . Exposure to outdoor weather, water system infrastructure, moving mechanical parts, and uneven terrain. Mental Demands: While performing the duties of this class, the employee is regularly required to use effective oral and written communication skills; interpret technical information, maps, drawings, inspection reports, and customer account data; apply problem-solving skills to resolve service issues, evaluate backflow and cross-connection, and determine corrective actions; use basic mathematical reasoning for testing, measurements, and consumption review; manage multiple tasks and respond to changing priorities and customer needs; and interact professionally with City staff, regulatory agencies, contractors, and residential and commercial customers.

WORK ENVIRONMENT

While performing the essential functions of this position, the employee works in both office and field environments and may be exposed to outdoor weather conditions, wet or humid conditions, and traffic or equipment in active work areas. Duties may require occasional work near moving mechanical parts, in confined or elevated spaces, and around pressurized water systems. The employee may be subject to noise, dust, and other environmental elements encountered during inspections or field investigations. Appropriate safety precautions and personal protective equipment are required. Candidates must possess: A valid Class C California Driver’s License and an acceptable driving record throughout the course of employment. A current American Water Works Association (AWWA)Backflow Prevention Tester Certification. Continual Backflow Prevention Assembly Tester certification in good standing is a condition of continued employment. Possession of a D2 Water Distribution Operator Certificate issued by the State of California Water Resources Control Board. Cross-Connection Specialist Certification from AWWA is highly desirable.

TESTING:

Candidates who pass all qualifying phases of the recruitment process (e.g., minimum qualification review, written and/or oral examinations) will be placed in an eligibility pool for the hiring department to initiate the selection process. Please note: recruitment timelines may vary. Updates will be provided to candidates throughout the process. Veteran's credit of ten (10) points will be added to the candidate's passing test score. Proof of honorable discharge must be submitted with the application materials in order to be eligible for veteran's credit. Veterans who wish to utilize this credit must have served on a full-time basis (not reserve or auxiliary) in the armed forces for a minimum of six months (180 days).

FINAL FILING DATE:

Recruitment will remain open until a sufficient number of qualified applications have been received and may close without prior notice.

SELECTION PROCESS:

It is the applicant’s responsibility to ensure that all information provided on the application and/or supplemental questionnaire is accurate and complete. Incomplete applications and/or supplemental responses will not be accepted. Resumes may be included, but will not be accepted in place of required application materials (e.g., high school diploma, G.E.D. equivalent, and/or typing certificate, if applicable). This is a competitive process; applicants must clearly demonstrate that they meet the minimum qualifications. Your application will only be accepted if it clearly shows you meet the requirements. The information you give regarding your experience and education will determine your eligibility and is subject to verification at any time. False statements will be cause for disqualification, removal from the Eligibility List, or discharge from employment. List each job title and employer separately. Do not group your experience. Specify the beginning and ending dates for each job. If you have supervised staff, indicate how many. Based on a review of application materials, only the most qualified applicants will be invited to participate in the testing process to further evaluate their job-related experience, education, knowledge, skills and abilities. AI and the Hiring Process We recognize that Artificial Intelligence (AI) is becoming part of daily life and can be a valuable tool for learning, research, and professional growth. We encourage candidates to use AI responsibly as a support in preparing application materials, live assessments, and interviews. However, we value authenticity, accuracy and truthfulness. Application responses and interview answers must reflect your own knowledge, skills, and experiences. While AI can supplement preparation, it cannot replace the originality and judgment we look for in our employees. This ensures fairness, transparency, and equity for all applicants in the hiring process. It is recommended you use a personal email address on your application instead of a work email address. For more information regarding this recruitment, please email Human Resources, at View email address on click.appcast.io / View email address on click.appcast.io City Hall is open Monday through Thursday, 7:00 AM to 5:30 PM. Employees work a 4/10 schedule from 7:00 AM to 5:30 PM. This position could also be required to work non-traditional hours including nights, early mornings, weekends, and holidays based on the needs of the department. Physical/Background Check Upon conditional offer the selected candidate will be subject to background and reference checks and will be required to satisfactorily complete a post offer physical examination including a drug screen at the City's expense. Probationary Period New and promotional appointments shall be tentative and are subject to a probationary period of six (6) months. Emergency Disaster Worker City employees are registered as an Emergency Disaster Worker and must take an oath. In the event of a declared emergency, City employees shall initially remain at work, or if recalled, shall report to work after completing critical personal and family emergency responsibilities. Equal Opportunity Employer The City of Pico Rivera is an Equal Opportunity Employer and prohibits unlawful discrimination on the basis of race, religious creed, color, national origin, ancestry, disability (mental and physical), legally protected medical condition (genetic characteristics), marital status, sex, gender, gender identity, gender expression, age, military or veteran status, sexual orientation, genetic information or any other bases protected by federal law (including but not limited to Title VI and Title VII of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973 and the American with Disabilities Act of 1990) state or local law. The City of Pico Rivera does not discriminate or any other basis protected by law, in its employment policies or practices. Americans with Disabilities Act (ADA) Compliance The City of Pico Rivera provides reasonable accommodations for qualified individuals under ADA, considering each situation on an individual basis. Individuals with qualified disabilities who need reasonable accommodation during the selection process must specify the accommodation needed, in writing, for the application and/or interview phase. If you have questions, please contact the Human Resources Department staff: View email address on click.appcast.io. City of Pico Rivera Human Resources, 6615 Passons Blvd., Pico Rivera CA 90660 #J-18808-Ljbffr City of Pico Rivera