Customer Service Field Representative

_*PLEASE NOTE: YOU \*MUST\* SUBMIT A CITY OF PALMETTO EMPLOYMENT APPLICATION TO BE CONSIDERED FOR THIS POSITION.
Employment applications may be printed from the Toolbox Download Application or picked up at the City of Palmetto Human Resource Dept.
, 516 8th Ave.
W.
Palmetto, Fl.
34221.
*_ *General Description:* The purpose of this position within the organization is to perform various customer service duties such as responding to customer requests and concerns regarding water consumption and meter readings, check for leak reports; maintain, clean, and repair water meters; ensure cleanliness of vehicles under the Customer Service Department; perform various customer service duties in the office, including but not limited to updating the database, clerical duties and serving as backup to the Customer Service Windows, placing and answering phone calls as needed.
*Essential Functions:* The functions listed below are those that represent the majority of the time spent working in this position.
Management may assign additional functions related to the type of work, as necessary.
Individual job duties will vary based on work assignment.
Meets with customers to provide education and/or results of meter performed testing related to water consumption and addresses any questions or concerns.
Tracks and records accurate water consumption (high/low) and unusual changes such as damages/leaks for assigned routes through monthly meter readings for billing purposes.
Installs and repairs water meters; inspects meters and connections for defect, damage, and unauthorized connections, responds to work orders for utility disconnections, reconnections, and other services.
Reports irregularities to Lead Customer Service Representative, Customer Service Supervisor or Customer Service Manager.
Report meter locations that are hazardous or difficult to read or maintain including but not limited to dangerous meter locations, vicious or dangerous animals, abnormal utilities to Lead Customer Service Representative, Customer Service Supervisor or Customer Service Manager so that condition can be remedied.
Performs preventative maintenance such as cleaning, digging, lifting, and spraying of meter boxes; drives and operates light equipment as needed; maintains vehicles to ensure cleanliness such as washing vehicles; vacuuming interior of vehicles as needed; sanitizing interiors daily and maintaining appropriate gas levels; weekly vehicle inspections to ensure vehicle remains damage free and reporting any issues to Management.
Responsible for obtaining monthly meter readings for all billing cycles using Automated Meter Reading (AMR) and mobile technology.
Assists in the analysis and improvement of assigned routes and other workings of the Water and Customer Service Department.
Assist management with extracting information from billing database for things, such as, services provided by locator, work order reports, etc.
*Additional Duties:* When needed, serves as back up and performs front-desk Customer Service Representative duties; such as scheduling appointments, communicating in-person and via telephone with customers to collect payments, and creating reports for meter readings and broken meters.
Backflow testing of meters.
*Duties and Responsibilities:* *People Responsibility:* Serves others such as customers, attends to their requests, and exchanges information with them.
Establish and maintain effective working relationships with supervisors, co-workers, building occupants and the public.
*Knowledge, Skills, and Abilities:* Knowledge of geography, streets and business locations for the City of Palmetto and surrounding county/city or town.
Skill in strong communication skills and ability to exercise good judgment in interactions with customers; all levels of internal departments within the City of Palmetto as well as outside vendors and customers.
Ability to work with computers/tablets and related software, including Excel, Word, etc.
*Asset Responsibility:* Requires some responsibility for achieving minor economies and/or preventing minor losses through the handling of or accounting for materials, supplies, or small amounts of money.
Maintains an inventory of tools on each vehicle and regularly reports to Management any damage and/or replacement needs.
Maintain a clean and safe work environment and recognizes and reports unsafe working conditions to the Lead Customer Service Rep, Customer Service Supervisor or Customer Service Manager.
*Mathematical Requirements:* Uses addition and subtraction, multiplication, and division and/or calculates ratios, rates, and percentages.
Money handling is required.
*Communications Requirements:* Reads routine sentences, instructions, regulations, procedures, or work orders; writes routine sentences and completes routine job forms and incident reports; speaks routine sentences using proper grammar.
*Judgment Requirements:* Responsible for very few decisions, affecting only the individual; works in a very stable environment with clear and uncomplicated written/oral instructions.
Demonstrates the ability to adapt to change in procedures and workload and able to maintain composure when confronted with stressful situations.
Follows established departmental policies and procedures.
*Complexity of Work:* Performs semi-skilled work involving set procedures and rules, but with frequent problems; requires normal attention with short periods of concentration for accurate results or occasional exposure to unusual pressure.
*Impact of Errors:* The impact of errors is very serious - affects entire organization and the general public.
*Physical Demands:* Performs light to medium work in compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands.
This involves being outside as well as inside office environments; involves walking, standing, and crouching most of the time dependent on daily work assignments; also involves exerting between 20 and 50 pounds of force on a regular and recurring basis or considerable skill, adeptness, and speed in the use of the fingers, hands or limbs in tasks involving close tolerances or limits of accuracy.
Performs work on the computer and use of Apple equipment daily.
Successfully complete any required training and or certifications and demonstrate proficiency.
Must be able to perform physically demanding work under varying weather conditions such as extreme heat and humidity in the summer months and cold and rain during the winter months.
The employee is frequently exposed to wet and or humid conditions.
*Equipment Usage:* Drives a city owned vehicle to various locations along the daily assignments as needed.
Handles or uses machines, tools, small power tools, equipment or work aids involving moderate latitude for judgment regarding attainment of a standard or in selecting appropriate items.
*Unavoidable Hazards:* Involves routine and frequent exposure to traffic; moving machinery and a variety of hand and small power tools.
*Safety of Others:* Requires responsibility for the safety and health of others and for occasional enforcement of the laws and standards of public health and safety.
*Minimum Education and Experience Requirements:* · *Requires High School graduation or GED equivalent.
* · Requires two years or more of experience working in customer service related to water conservation or operations, environment/landscaping, or closely related experience.
*Preferred:* · Experience using Microsoft Word and Excel and knowledge of Automated Meter Reading (AMR) software is preferred.
· Bilingual.
· Some knowledge of plumbing repair or ability to learn.
*Special Certifications and Licenses:* · Valid driver license.
· Ability to obtain Backflow required repair and testing certifications within a year.
*Americans with Disabilities Act Compliance:* _The City of Palmetto is an Equal Opportunity Employer and Drug Free Workplace.
In compliance with the Americans with Disabilities Act (42 U.
S.
C.
12101 et.
seq.
), the City of Palmetto will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
_ _*\*\*\*Please Note: This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
*_ Job Type: Full-time Pay: From $16.
55 per hour Benefits: * Dental insurance * Health insurance * Paid time off * Vision insurance Experience level: * 2 years Shift: * 8 hour shift Weekly day range: * Monday to Friday Work setting: * In-person * Office Work Location: In person