Salary : $112,623.68 - $136,895.20 Annually

Location : Chula Vista, CA

Job Type: Full Time

Job Number: 2024-00103

Department: Administrative Services

Section: Customer Service (Field)

Opening Date: 04/17/2024

Closing Date: 5/16/2024 5:00 PM Pacific

Description

Plan, direct, supervise, and participate in the daily work activities of the Sweetwater Authority (Authority) Customer Service Field and Cross Connection Control sections.
Exercise supervision over supervisory and technical employees by assigning work, setting priorities, training, and reviewing work.
Perform a variety of professional, technical and administrative activities in the development, implementation, and maintenance of water use efficiency, demand management, and policies.
Provide professional and technical staff assistance.
Perform the most difficult and complex tasks.

Department : Administrative Services

Disclaimer:
The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job.

Supervision Received/Exercised :

General direction and supervision are provided by the Director of Administrative Services.
Direct supervision is provided by the Customer Service Manager.
Responsibilities include:
- Direct supervision of the Customer Service Representatives I/II, Customer Service Technicians (CST) I/II, Customer Service Technician Leadworkers, and the Cross-Connection Control Supervisor.
- General supervision of the Cross-Connection Control Specialist I/II.

Examples of Duties/Responsibilities

Supervise staff: Establish and advise staff of performance requirements; ensure staff is trained; ensure that employees follow policies and procedures; provide support, mentoring, and coaching for performance improvement and development; observe and document performance; prepare supporting documentation and write performance reviews; conduct performance review presentations; recommend employee recognition and discipline action, up to and including termination, in accordance with established personnel rules, policies, and labor contract provisions.
Develop, implement, and institute changes to departmental goals, objectives, and operating policies and procedures to increase effectiveness.
Directs and coordinates staff training and development.
Evaluate the performance reviews written by the Cross-Connection Control Supervisor.
Researches and recommends changes on business processes to improve work efficiency regarding department operations and procedures.
Hold regular meetings with staff to communicate expectations, receive feedback, resolve problems, provide motivation and employee recognition, and provide required resources for work assignments.
Prioritize and assign work.
Plan, organize and prepare periodic schedule of meter reading.
Prepare routing and indexing of new meter reading routes as necessary.
Review work orders and schedules and assign orders and routes to field personnel.
Process, review, and set up new service applications, modifications, and abandonments, and assign new account numbers; complete final paperwork for Customer Service, Distribution, Engineering, Cross-Connection and Water Quality regarding new services, abandonments, and backflow prevention.
Investigate possible purchases of new tools and equipment.
Requisition supplies for inventory.
Assist in budget preparation and administration.
Assist the Customer Service Manager in the development and implementation of systems and procedures.
Coordinate meter reading, meter repair, and customer service activities with other departments, divisions and sections.
Recommend contractors and coordinate meter testing.
Ensures technicians obtain correct reads for water utility exception reports.
Directs and coordinates the inspections and repairs related to meter maintenance, automated fixed base and drive-by meter reading systems, and customer service issues.
Oversee the troubleshooting of Advanced Metering Infrastructure (AMI) and Automated Meter Reading (AMR) meters in the field.
Oversee the testing and replacing Meter Interface Units (MIU's).
Review and audit bi-monthly and monthly meter readings; generate and process repair orders as needed.
Review meter readings, service orders, repair orders, low/high pressure complaints and correspondence.
Address the more complex complaints regarding water leaks, pressure, water loss, and cross-connection; evaluate the situation, interpret the findings to property owners, and notify appropriate personnel.
Oversee and coordinate with Principal Public Affairs Representative on the scheduling of residential water use surveys, large landscape audits, and landscape area measurements.
Perform indoor residential water use surveys and audits, large landscape audits, and landscape area measurements.
Provides detailed input on plan reviews related to water conservation audits.
Plans and submits policy recommendations regarding operations and procedures relating to water use audits.
Ability to plan and work within budgetary guidelines for assigned areas of responsibility Water audits.
Prepare reports for finance and accounting purposes.
Receive and resolve reports of irregularities and illegal connections.
Assist in programming, purchasing, implementation and utilization of electronic hardware and software materials used in the Customer Service and Cross-Connection Control sections.
Advise customers on water related problems and develop solutions.
Develop, edit, update, and approve guidelines for all jobs performed by CSFR's.
Interpret, enforce, and apply policies and regulatory requirements.
Ensures compliance with applicable regulations and all safety procedures and water quality and cross connection procedures.
Compose routine correspondence, letters, and memoranda; provide assistance to the Customer Service Manager, Cross-Connection Control Supervisor and Customer Service Technician Leadworker in designing forms; creating templates and mail merges.
Inform the Customer Service Manager and Director of Administrative Services of cross-connection concerns and recommend corrective action.
Maintain records and generate reports as required.
Report violations of the Rates and Rules governing water consumption.
Review and document the work performed by staff.
Plan, schedule, and implement new systems.
Maintain a positive, healthy, and safe working environment.
Establish and maintain effective working relationships with co-workers, customers, vendors, Board Members, and the public.
Perform other duties of a similar nature or level.

Typical Qualifications

Knowledge of:

Modern office procedures and practices, equipment, and clerical techniques.
Computer programs and software, such as Microsoft Office.
Hand held meter reading devices.
Types of water meters and reading procedures.
Methods, materials and tools used in water meter repair work.
Mechanisms of water meters and the ability to use this knowledge in the testing and repair of meters.
Occupational hazards and safety precautions necessary in such work.
The meter reading system (hand held devices/automated meter reading system).
Authority policies and procedures regarding utility service and cross-connection control.
Principles of supervision, training and performance evaluation.
Computerized billing and record keeping techniques.
Principles, practices and methods of accounting and budgeting.
Authority's Rates and Rules.
Principles and practices of plumbing and backflow prevention.
State and local water efficiency issues, principles and practices.
Water efficiency materials, products, resources, and BMPs.
Water supply, demand reduction and water efficiency methods.
Locations of meter reading routes within the Authority's service area.
Geography and street locations, and reading and interpreting block maps of the Authority's service area.
Procedures for performing high bill and low-pressure investigations.
Research usage on fire protection services.
Effective collection techniques.
Proper English usage, including spelling, grammar, and punctuation.

Ability to :

Plan, organize, and direct the activities of the Customer Service Field and Cross-Connection Control sections.
Interpret established rules and procedures.
Build sustainable relationships of trust with our customers through open and interactive communication.
Take the initiative to engage customers; identify and assess customers' needs to achieve satisfaction.
Supervise, train, and evaluate assigned staff.
Address customer's concerns and complaints by providing appropriate solutions and alternatives and follow up to ensure resolution.
Read and interpret blueprints, drawings, and schematics.
Understand and carry out oral and written instructions.
Work independently in the absence of the Customer Service Manager.
Operate a computer and related software applications.
Communicate clearly and concisely, both orally and in writing.
Keyboard proficiently.
Use interpersonal skills effectively as applied to interaction with coworkers, supervisor, the general public, etc., sufficient to exchange or convey information and to receive work direction.

Education/Training/Experience (positions in this class typically require):
Any combination equivalent to experience and education that could likely provide the required knowledge and abilities would be qualifying. A typical way to obtain the knowledge and abilities would be:

Equivalent to completion of twelfth grade.
Five (5) years of increasingly responsible experience, including meter reading, cross-connection control, and service work that includes at least three (3) years of experience performing customer service responsibilities or, an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job such as those listed above.

Licenses/Certifications - Required Conditions of Employment :

Possess and maintain a valid California Class CDriver License.
Maintain an acceptable, safe, and active driving record, together with proof of insurability.
Obtain a CA/NV AWWA Water Use Efficiency Practitioner Level 1 certificate or equivalent within two (2) years: Possess a Qualified Water Efficient Landscaper (QWEL Certification).
Water distribution operator certificate grade D-2 certificate from the State Water Resource Control Board.
Possess a Cross Connection Control Specialist certificate issued by the American Water Works Association (AWWA) or American Backflow Prevention Association (ABPA).

Physical Requirements :
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions:

Hear normal conversation in person and on the telephone.
Mobility of arms to reach, and the dexterity of hands to grasp and manipulate small objects and to write legibly.
Visual ability (which may be corrected) to read water meter registers, handheld meter reading device screens, small print, including good peripheral vision and depth perception.
Speak in a normal voice; able to be heard and understood on the telephone, in person, and to communicate clearly and concisely, both orally and in writing.
Sit or stand for prolonged periods of time.
Operate standard passenger vehicles.
Lift, carry, push or pull up to fifty (50) pounds.
Keyboarding for extended periods of time.
Fingering, grasping, talking, hearing, seeing, and repetitive motions.
Mobility to stand and walk, stoop and bend, and extend legs on uneven ground.
Use office equipment such as personal computers, copiers and fax machines.
Wear appropriate personal protective equipment (PPE) as required per standard operating procedures (SOP).
Communicate clearly and concisely on the two-way radio and on the telephone.
Work outside in the weather extremes of the local climate.
Exposure to alternating noise levels.
Operate hand and power tools and hand-held computer meter reading device.
Work near moving traffic.

Working Hours :
Flex Schedule: Tuesday through Friday 6:30 AM - 4:30 PM (9/80); Monday 6:30 AM - 3:30 PM, and every other Monday off or, as assigned by the supervisor.
Other Conditions :

Work around various types of animals and insects such as dogs, snakes, spiders, bees, rodents, etc.
It is important that incumbents in this position maintain a professional and businesslike image to the public at all times:
- A neat, clean, and pressed appearance in clothing, hair, and personal hygiene is important every day.
- Good judgment is expected in determining proper dress and appearance.
- All facial hair must be kept neat and trimmed.

Supplemental Information

Sweetwater Authority Middle Management Employees will receive a 6% salary increase on July 1, 2024; a 3% salary increase on July 1, 2025; and a 3% salary increase on July 1, 2026.

Health insurance: Option of Cigna HMO or Kaiser HMO for all full time employees and their dependents; employees share in a portion of the cost, not to exceed $35 per pay period.
Vision, dental, and orthodontic insurance: Premiums 100% paid by the Authority for employees and dependents.
Life insurance: Premiums 100% paid by the Authority for the employee. Optional dependent life insurance is offered at the employee's expense.
Retirement: Membership in California Public Employees' Retirement System (CalPERS) with the retirement formula of 2.5% @ 55 for existing "classic" members and 2% @ 62 for "new" members.
The Authority will contribute the equivalence of 24 hours of the employee's hourly rate into PARS 401(a) each fiscal year.
Deferred compensation: Authority-matched employee contributions to a qualified 457 (Lincoln, National, and CalPERS) plan up to $1,500 made to the employee's 401(a) (PARS) plan.
Paid Time Off (PTO): PTO is provided in lieu of traditional vacation and sick leave benefits. PTO is accrued based on years of service, beginning at 18 work days per year up to a maximum of 35 days.
48 hours of "floating" holidays to use each year.
Retiree Healthcare: At age 55 with 15 years of service the Authority pays $700/month. The amount the Authority pays is prorated for 10-15 years of service. Payments cease after 10 years or upon reaching Medicare-eligible age.
Additional benefits include tuition reimbursement, an Employee Assistance Program (EAP) and more.

01

Are you 18 or older?

02

Are you able to work Full Time?

03

Do you have at least a High School Diploma or G.E.D.?

04

If hired, can you provide proof of your legal right to work in the U.S.?

05

Do you possess a Driver License?

06

Are you currently a Sweetwater Authority employee?

07

How many years of Customer Service experience do you possess?

08

What do you know about Sweetwater Authority and the services we provide?

09

Please describe any experience relevant to this position.

Required Question