Customer Service Representative

Customer Service Representative/Backflow Tester 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. 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 in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions. Licenses and Certifications 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. 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: 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.