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Job Description
Join one of the Inland Empire's Top Places to Work in this exceptional professional level opportunity with the Customer Service Team! Western Municipal Water District ("Western Water") is searching for a customer service champion with a passion for delivering exceptional, relationship-driven service to fill this position . Your daily tasks will include performing water service start/stops, meter read validation, and related entry-level field tasks that directly support retail customer billing and account accuracy. If you're a collaborative individual with strong interpersonal and communication skills, then this is your opportunity to join an exceptional agency that provides essential water and wastewater services to western Riverside County.
Who we are:
Western Water stands out: Western Water is one of the largest public agencies in Riverside County providing water and sewer services to nearly one million people through approximately 26,000 retail accounts and eight wholesale water agencies/cities. We see ourselves as more of a business than a bureaucracy. We view our customers as essential partners in ensuring long-term water reliability for our region; and Together, the Western Water team is focused on being the definitive leader in water and sewer services, upholding the highest level of community trust. Western Water's vision is to integrate the best-in-business processes and business systems while developing a leading edge workforce that continuously creates greater efficiency and value for our customers. Western Water's values i nclude: Service Excellence Efficiency Water Supply Reliability Fiscal Responsibility and Value Public Trust, Accountability and Transparency Environmental Stewardship Employee Empowerment Innovation The ideal candidate Thrives in a fast-paced environment, embraces change, and inspires a shared vision for delivering relat ional customer-centered strategies. Builds authentic connections with customers. Enjoys hard work and consistently looks for ways to improve our customers' experience with Western Water . Transforms routine interactions into relationship-building opportunities. Delivers warm, personalized service that ensures customers feel valued and heard. Works well independently and as part of a collaborative team. Understands that teammates are customers, too. Distinctive Attributes The Customer Service Field Representative I is the entry-level class in the series. Incumbents perform a variety of services to District customers in the field, ranging from turning on water service, answering general customer questions and ensuring routine repairs are performed. Incumbents work under the close supervision of the Customer Service Supervisor while being trained and gradually work more independently as knowledge and skills increase. Western Water employees are expected to work overtime, weekends, evenings and holidays as required to accommodate Western Water's needs, in addition to responding as a Disaster Emergency Service Worker. Contingent upon meeting certification and experience requirements, employees in this classification may be assigned to the after hour response team to provide continuous operational services in accordance with the California Municipal Water District Act of 1911. Essential Functions The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this classification. Performs field customer service functions related to assisting customers with inquiries, testing and performing meter repairs, and reporting illegal water usage. Provides information regarding water and sewer service policies, rates, efficiency techniques, and billing practices to customers. Conducts field investigations to identify leaks, defective meters, and abnormal water consumption. Uses independent sound judgment to identify and recommend corrective actions on customer properties. Performs new meter installation and repairs to existing customer services. Assists with issues such as backflow regulation, and data collection. Compiles forms, reports, and maintains records of completed field assignments. Participates in safety training programs and other related functions. Knowledge of AMI meter service operations, installation, repair, and maintenance. Apply and utilize billing, collections, and credit principles. Interpret and apply District Water and Sewer Rules and Regulations. Utilize exceptional customer service and communication skills both verbally and in writing, with the ability to cultivate professional business partnerships and inspire team collaboration. Think creatively and seek alternative solutions in order to produce results that benefit the District, its internal and external customers. Use modern office equipment, field technology, and business software applications related to field service work. Use laptops, mobile devices, customer information systems, AMI-related platforms, and digital project management tools to support dispatch coordination, routine communications, work documentation, and accurate service delivery. Effectively and tactfully handle sensitive customer relations situations.
EXPERIENCE, EDUCATION, AND LICENSING/CERTIFICATION
Any combination of experience and education that provides the required knowledge and abilities is qualifying, along with the specific licenses/certifications as outlined below: Job Title Education Required / Desired Experience Customer Service Field Representative I Equivalent to High School Diploma 1 year of experience in customer or meter service. Required License/ Certification Desirable Licenses / Certifications / Experience ~ CA Class C Driver's License ~ Customer or meter service experience in a government or public utility setting.
PHYSICAL, MENTAL, AND ENVIRONMENTAL REQUIREMENTS
The characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical:
Employees are regularly required to operate equipment, machinery, controls and tools; perform manual labor, work overhead, frequently grasp, hold and reach; frequently walk, stand, squat, twist and bend; frequently climb ladders, balance, stoop, kneel, crouch and crawl; frequently lift and carry up to 50 pounds or 100 pounds with assistance; constantly use overall color vision plus hand, eye, and feet coordination; and frequently hear and talk, in person and on the phone. Employees may be required and medically able to wear respiratory and fall protection equipment.
Mental:
Employees should possess the ability to speak, read, and write English, in addition to exercising math and computer aptitude as required. Employees work under pressure with frequent interruptions while communicating and interacting with a variety of District personnel, the public, and others encountered in the course of work. The ability to explain, interpret, and apply related rules, regulations, policies and procedures; and work on multiple concurrent assignments, often within tight timeframes using good business judgment is necessary.
Environmental:
Employees primarily work outside with exposure to various weather conditions and regularly work near moving mechanical parts. The noise level is typically loud. Employees may work in confined spaces and may be exposed to fumes, vapors, dust, sewage, toxic or caustic chemicals. Employees may work in areas with poisonous plants and/or venomous or threatening animals or insects. Incumbents are expected to use principles of effective safety practices including the use of personal protective equipment in a proper and safe manner, use of preventative personal ergonomic techniques, and maintaining safe personal and common workspaces. Western Water is a tobacco free campus prohibiting smoking and the use of smokeless tobacco products, e-cigarettes, and unregulated nicotine products in any District vehicle and building, which includes any building owned and occupied, or leased and occupied, by Western Water, including, Headquarters, the Operations Center, and any remote facilities owned, leased and/or operated by the District. Equal Opportunity Employment (EEO): It is the policy of the Western Water to assure equal employment opportunity to all persons regardless of sex, race, color, religion, national origin, age, ancestry, physical or mental disability, marital status, sexual orientation, or veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Any applicant who requires an accommodation in order to participate in the recruitment process should contact the Human Resources Office and request such an accommodation that he/she needs to perform the job. Western Water will conduct an investigation to identify the barriers that make it difficult for the applicant or the employee.
