Customer Service Field Technician chez Irvine Ranch Water District

About the Department

The District:

Irvine Ranch Water District (IRWD) is a progressive, values-driven agency, with an international reputation for its leading-edge financial management practices, water recycling program, water use efficiency practices, water banking, urban runoff treatment, and energy generation and storage. Established in 1961 as a California Water District under the provisions of the California Water Code, IRWD is an independent special district serving central Orange County. IRWD provides high-quality drinking water, reliable sewage collection and treatment, ground-breaking recycled water programs, and environmentally sound urban runoff treatment to its customers. As an independent, not-for-profit public agency, IRWD is governed by a publicly elected five-member Board of Directors. The Board is responsible for the District's policies and decision-making. Day-to-day operations are supervised by the General Manager. Additional information can be found at the District's website: www.IRWD.com.

IRWD Values

Irvine Ranch Water District believes that its values drive the character, culture, and capacity of our organization. IRWD was built on values, and we weave them into the fabric of everything we do. Values are the ingredients in our recipe for both institutional and individual success. They are a code of conduct to promote positive outcomes for others and ourselves. They are more than words on a wall or a website. We live by them every day. We pledge to keep them relevant in an ever-changing world.

The Position

Under direct supervision, process computerized meter reads for billing and use IRWD’s Customer Information System. Read meters for specialized IRWD routes; provide turn on and shut off services to designated meters; perform service disconnects associated with non-pay accounts; install temporary water meters; perform field maintenance; verify new residential and non-residential tract release meter settings for billing and collect GPS data.

SUPERVISION RECEIVED AND EXERCISED 

Receives direction from assigned supervisory or management personnel. Exercises no direct supervision over staff.

DISTINGUISHINGCHARACTERISTICS

A Customer Service Field Technician is the entry-level in the Customer Service Field Technician series. Incumbents perform entry-level routine, operational field tasks under general supervision. 

Position Duties

Perform field activities, including verifying and reading meter numbers, recording read on lap top computers or handheld devices, providing turn on and shut off services as required.

Responds to assigned Customer Service requests regarding excessive water bills and usage, checks for leaks, meter misreads, and all other meter related problems. Enters findings into Field Mapplet System and/or CC&B system as required.

Reads, installs, transfers, and removes temporary construction meters and completes required paperwork.  Flow tests construction meters to ensure proper functioning and assignment of registers.   Inspects and detects misuse or malfunction of meters/fire hydrants.

Inspects, detects, and reports malfunctions in meters; verifies reads, locations and other reported issues.

Delivers notices and collects monies upon request from delinquent accounts including reconnection fees, deposits and returned check fees.  Disconnects water service for nonpayment and reconnects upon receipt of payment.  

Participates in the department’s monthly schedule rotation to assist with customer requests. 

Reads specialized IRWD routes. 

Inspects and verifies new tracts and commercial meter settings, noting locations, addresses, meter information and village.  Flow tests units, collects GPS points and notes type of dwellings, fire line services or landscape.

Performs field maintenance with regard to replacing meter lids or covers, cleaning dirt or debris from meter boxes and cutting or trimming vegetation covering water meters.

Provides continuous contact with District personnel via cell phones, landline phone, email, and Instant Message.

Meets with customers to educate and resolve concerns.

Maintains District vehicle, tools, equipment, and supplies in good working order.  Ensures the vehicle is clean and free of debris & trash.

Participates in special projects as requested, including inventory and repair of construction meters, creation of specialized maps for meter reading purposes, address verification, marking of meter services, etc.

Supports mail services by performing duties such as, pick-up and delivery of mail to the various IRWD locations and personnel, processing District’s mail using mailroom equipment, and delivery of mail to the post office (USPS) to ensure adequate coverage, as needed. 

Complies with District safety work-related practices and attends relevant safety training.

Responsible for all other work-related duties as assigned.

Disaster Service Worker: In accordance with Government Code Section 3100, Irvine Ranch Water District employees, in the event of a disaster, are considered disaster service workers and may be asked to respond accordingly.

Minimum Qualifications

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying.   A typical way to obtain the required qualifications would be:

Education:

High School graduation or equivalent is required. For degrees obtained outside of the U.S., an official equivalency evaluation is required. 

Experience:

• Two (2) years’ experience in a field/customer service environment, preferably in the water industry, public utility, or a similar environment required. 
• Computer experience in a Windows based environment desired.
• Meter reading experience desired.

License/Certifications: 

• A valid Class ‘C’ California Driver’s License required.
• Water Distribution Operator Grade I certification desired.

Knowledge of:

Other Qualifications

PHYSICAL DEMANDS

When working in the field, must possess the strength, stamina, and mobility to perform physical work; to sit, stand, and walk on level, uneven, or slippery surfaces; frequently reach, twist, turn, kneel, bend, stoop, squat, crouch, grasp, and make repetitive hand movement in the performance of daily duties; and vision to locate utilities and read printed materials. The job involves fieldwork requiring frequent walking. Employees must possess the ability to carry, push, pull, and lift materials. Ability to lift 50 lbs. on a routine basis and up to 90 lbs. with assistance.  Walk long distances over uneven terrain. 

When working in an office environment, must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment.

ENVIRONMENTAL CONDITIONS 

Employees work in the field and are exposed to loud noise levels, cold and hot temperatures, inclement weather conditions, road/traffic hazards, vibration, dust, air contaminants, with exposure to possible levels of unknown concentrations, equipment and machinery, non-permit required confined spaces, malodorous, chemical, or other materials in the field. Employees also work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances.

IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS

All applicants are required to complete and submit a District application form online and answer the supplemental questionnaire. Stating "See Resume" is not an acceptable substitute for a completed application.  Resumes or faxed copies will not be accepted in lieu of the District's online application.  To apply, click on the "Apply" link located at the top of this page.

New users must create an account first. Click on this link for instructions on how to set up your account and apply for the first time: Online Employment Application Guide

Applications will be reviewed by the Human Resources Department and the subject matter expert.  Those applicants possessing the most pertinent qualifications will be invited to continue in the selection process, which will include:

Oral Interview Examination: will assess candidates’ experiences, qualifications, and abilities that are crucial for success in this role. During this examination, candidates will have the opportunity to discuss their background, including education, training, and relevant professional experiences. This in-person interview will allow evaluators to assess the candidate’s interpersonal communication skills and evaluate their overall qualification for the position.

Communication regarding your application and/or status will be sent to the email address listed on your application. Please check your email regularly throughout the recruitment process as you will not receive communications by any other method.

Equal Opportunity Employer

Irvine Ranch Water District is an Equal Opportunity Employer and provides reasonable accommodations to qualified individuals with disabilities. If you consider yourself a person with a disability, you may contact the Human Resources Department for a reasonable accommodation.