Water Service Representative at Emerald Coast Utilities Authority, FL
Emerald Coast Utilities Authority, FL · Pensacola, United States Of America · Onsite
- Junior
- Office in Pensacola
About the Department
- JOB SUMMARY: PG H102
Visits residential and commercial owner-occupied properties, with delinquent water service accounts, to receive payment or terminate service. - ESSENTIAL FUNCTIONS:
Water Meter Operation and Maintenance - Terminates and renews water services at customer properties.
Digs out buried meters, using locator wands, in order to conduct meter tests and check for accurate reading of meters.
Clears debris surrounding the water meter (i.e., dirt, mud, and grass), by using tools such as a rake, shears, water pump, or screwdriver, in order to perform proper repairs and ensure functionality.
Transportation and Technology
Drives an ECUA vehicle efficiently, by following proper rules of the road along established routes on Google Maps, in order to reach the relevant destination for the job.
Operates digital software such as Google Maps, Quatrain, AS400, and asset locator maps, in order to perform daily work assignments.
Documents meter readings, visit times, and customer interactions, through digital and paper format, in order to support transparency and keep records up-to-date. Use a hand-held computer device and electronic credit card reader to effectively and efficiently complete assigned duties.
Communication and Customer Service
Handles confrontational customer interactions, through de-escalation, documentation, and leaving the premises (if necessary), in order to maintain safety and complete the job (if possible).
Communicates effectively with the office team, by reporting work order completions and providing updates, to ensure accurate and up-to-date record-keeping.
Communicates with customers in the field for various purposes (i.e., explaining fees, due dates, current amounts due, payment options, office locations and hours, sanitation pickups, and assistance programs as needed), in order to encourage timely payments, support the customer, and complete on the job duties.
Safety Preparation and Hazard Awareness
Properly surveys the environment, by staying vigilant of hazards and complying with protocols, to ensure safety during all field visits.
Repels potential hazards (i.e., snakes, spiders, wasps, bees, and dogs) located within or around the water meter, using tools such as spray, in order to perform the relevant job.
All other duties as assigned.
Position Duties
High school diploma or equivalent. (Educational documentation will be requested upon offer of employment.)
Two years of customer service work experience.
Basic level experience using computers.
Proficiency in Spanish is desirable, but not required.
Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
Testing for reading comprehension and basic workplace math calculations may be administered prior to an interview and/or job offer.
Licenses and Certifications:
Possession of or ability to obtain a valid driver license upon offer of employment.
Employment offers to all new hires are contingent upon the job candidates successfully passing background, motor vehicle and reference checks, drug screening, and post job offer physicals (that may include pulmonary testing). All applicants are subject to physical assessments as required by job.
Minimum Qualifications
While performing the essential functions of this job the employee is regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands or arms, stoop, kneel, crouch, or crawl, and is occasionally required to lift and/or move or exert physical effort of up to 50 pounds.
Physical demands are in excess of sedentary work; employee must be able to walk or stand for prolonged periods of time and continually get in and out of a company vehicle.
While performing the essential functions of this job, the employee is regularly exposed to outdoor weather conditions and may be required to perform work in the pre-dawn or early evening hours.
Employee may be subject to a certain degree of risk associated with incidental contact with animals, insects or reptiles.
While performing the essential functions of this job, the employee is regularly exposed to outdoor weather conditions and may be required to perform work in the pre-dawn or early evening hours.
Employee may be subject to a certain degree of risk associated with incidental contact with animals, insects or reptiles.
Other Qualifications
- MATERIALS AND EQUIPMENT USED: An ECUA vehicle, either a car or small truck. Standard tools used to turn water on/off. Hand-held computer device. Electronic credit card scanner.
KNOWLEDGE, SKILLS, AND ABILITIES- Knowledge of:
Customer service principles that allow for professional interactions.
Technology such as computers and software systems.
Relevant safety protocols and hazard management to ensure personal and team safety in the field.
Area, or cycle, that job is being performed at in order to effectively plan the most optimal and efficient route.
Different meter layouts (i.e., old vs. updated water meters) in order to properly interpret information such as MIU number and water supply status (i.e., off or on). - Skill in:
Effectively communicating information to others through clear and concise verbal interactions.
Reading monitor gauges, dials, or other indicators to ensure proper machine functionality.
Effectively and promptly managing time of job completion in order to complete up to 50 work orders, or more, in a day.
Adaptability to different environmental situations (i.e., obstruction of water meter, animal hazards, irate customers, traffic, and when meters are located near a main road). - Ability to: Memorize different MIU numbers in order to improve efficiency of cutting water supply.
Drive a vehicle, sometimes for extended periods of time, while abiding by rules of the road and following GPS routes.
Document work accurately and maintain detailed records of meter readings and customer interactions.
Defuse tense customer interactions (i.e., customer claims water bill has been paid and becomes angry) and maintain professionalism.
Fill out, and install, door hanger warnings for those who have not paid their water bill.
Be available for work before, during, and after disaster as directed.
