JOB DESCRIPTION
Job Title:
Field Customer Care Representative Department:
Customer Care Reports To:
Field Customer Care Supervisor FLSA Status:
Non-Exempt Summary The Field Customer Care Representative is responsible for serving as an extension of the Customer Service Department in the field, to include initiating and discontinuing service, investigating meter read issues, and performing meter-related maintenance activities. Essential Duties & Responsibilities Service Start/Stop
- Initiate and discontinue service for customers in line with work orders. Maintenance
- Perform basic meter maintenance activities, including the investigation and correction of minor leaks. Complaint Resolution
- Investigate and resolve billing complaints and issues submitted by customers.
Perform related responsibilities as required or assigned. Key Performance Indicators Maintain a minimum service level agreement of 90%. Use safe driving methods (Smith System) every day and maintain a minimum monthly score of 90% (Geotab). Qualifications Education & Experience High School Diploma At least one year of related technical experience Prefer related experience in utility technical service work Must be able to multi-task Basic knowledge of water metering and plumbing Demonstrated mechanical aptitude Highly detail oriented Written and oral communication skills Special Job Requirements Work involves exposure to weather elements, ability to lift and carry up to 90 lbs.; climbing and bending at the waist; crawling, kneeling, reaching, pushing, pulling; dexterity or hands and fingers to operate equipment; and working at heights. Language/Math/Reasoning Ability Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to define problems, collect data, establishes facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Computer Skills Proficient computer skills, including electronic mail and some experience with basic accounting software, compliance software, and financial analysis software. Physical Requirements Ability to see 20-20 when corrected. Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner. Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials Ability to bend, squat, and kneel as needed to perform job duties, including working at ground level. Working Environment The ability to work in loud, hot environments/extreme weather while wearing required PPE. Moderate noise (examples: business office with computers and printers, light traffic). 40+ hours/week required according to the needs of the department; schedule set by Operations as needed to meet production schedules. No overnight travel by land and/or air.
