Customer Service Technician

Job Description

Job Description

****This position is a labor-intensive position, working outside and walking majority of the day. This is not an office or clerical position. ****

Please read the job description.

POSITION SUMMARY

Performs technical work related to the connection and disconnection of water services. Responsibilities include disconnecting water services for nonpayment or at the customer's request, connecting services for new customers, and reconnecting services following payment. Performs water meter reading duties and related customer service functions.

DUTIES/TASKS

• Responsible for performing technical work associated with the connection and disconnection of meter service. 
• Work is performed in accordance with established policies and procedures. 
• Considerable tact and courtesy are required when dealing with the public. 
• Independent judgement and initiative are required when dealing with the maintenance tasks. 
• Work is performed under general supervision of the Customer Service Tech Supervisor and is evaluated through observation and efficiency of duties performed.

ESSENTIAL FUNCTIONS OF THE JOB

• Perform technical duties such as reading meter when disconnecting or connecting services, locking meter cut-off valves, checking indicators of meter leaks, and troubleshooting maintenance problems with the meters, analyzing meter problems and following upon required action.
• Perform service work through AMI system, GIS, and installation of 5/8’ to 1’ meters.
• Process information on service orders and cut-off list, report any maintenance needed on meters with the use of PDA’s and personal computers and other departmental systems, including elements.
• Perform meter service work utilizing wrenches, meters, locks, and shovels.
• Assist customers to read their meters; assist customers who have questions about their meter reading; demonstrate reading procedure to customers when required.
• Perform related duties as assigned/required.

JOB REQUIREMENTS

EDUCATION: Must Have High School Diploma or GED

EXPERIENCE: 2-3 years’ experience as a Meter Reader (Preferred); On-the-job training provided.

Minimum 1-2 years of Customer Service Experience

REQUIRED SKILLS: 

• Must possess a valid Texas Driver’s License
• Must have a combination of education and experience that will provide the required knowledge, skills and abilities.

• Must have working knowledge of the standard methods, materials, tools, and equipment used in reading, installing, maintaining, connecting and disconnecting water meters.
• Must know how to use and care for various hand and power tools associated with water meter reading, installation, maintenance, and repair.
• Must have a clear understanding of the occupational hazards and safety precautions involved in the reading and maintenance of water meters.

• Must be able to understand and communicate policies, procedures, and services of the HWWS in order to make decisions in accordance with the fore mentioned.

• Must be able to screen communications, and based upon content, handle independently or route to appropriate party.

• Must be able to establish effective working relationships within HWWS and general public
• Must be able to understand and follow oral and written instructions.
• Must have effective computer skills in working with Microsoft windows i.e. excel, word, outlook

• Must possess the ability to perform mathematical computations with speed and accuracy while having the ability to write legibly.

• Must be able to work independently and with minimal supervision and work in all types of weather
• Must be able to stand and or walk 60% of the day. 

PREFERRED SKILLS: 

• Ability to perform tasks quickly and accurately
• Ability to communicate in both English and Spanish in technical terms

ADDITIONAL REQUIREMENTS:

• Regular and dependable attendance is required.
• Must maintain confidentiality of departmental, employee, customer, and other protected information.
• Must have open availability to work rotating schedule on stand-by as needed.