7B15

PAY RANGE: 13

 

WATER FIELD CUSTOMER SERVICE REPRESENTATIVE

 

GENERAL DEFINITION

 

          This is utility field customer service work at the full performance level in the Water Department’s Operations Administration section. Employees in this class perform work in one of three areas of assignment: Customer Service, Delinquency & Restoration or Metering. Employees in the Customer Service assignment conduct field investigations of customer complaints and claims pertaining to water and sewer services, plumbing violations and emergency repairs and are responsible for the issuance and enforcement of Notices of Plumbing Defects when water and sewage violations are found.  Employees in the Delinquency & Restoration assignment are responsible for conducting field investigations, issuing violations and Notices of Plumbing Defects, collecting payment of delinquent and non-complaint accounts, the shut-off and restoration of delinquent accounts and the shutoff of illegally restored services. Employees in the Metering Assignment perform inspections to determine compliance with Philadelphia Water Department regulations and investigate, install, repair and troubleshoot residential and commercial AMR (Automated Meter Reading) water meters.  Communicating in the field with water customers, business representatives, and the general public to resolve problems is a significant aspect of the work. Work is performed under the direction of a Water Field Customer Service Supervisor or a Water Meter Repair Supervisor.

 

ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)

 

1.    Employees must be located in the assigned unit of the Operations Administration section of the Water Department.

2.    Employees perform utility field work at the full performance level in one of three areas of assignment: Customer Service, Delinquency & Restoration or Metering.

 

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY):

 

ALL ASSIGNMENTS

 

          Receives and responds to complaints from a variety of sources; conducts a wide variety of investigations and inspections related to water meters, broken mains, pipe connections, cave-ins, illegal turn-ons and/or plumbing; interacts with Water customers and the general public in the field to gather information.

Issues Notices of Defects or violation notices following initial inspection; determines responsibility for correction of defect or violations; makes appropriate referrals for City responsible violations; identifies necessary repairs for water customer; verifies the repair status and checks for the acquisition of proper repair permits; conducts follow up inspections to determine is repairs were made within City code; may shut off water at curb stop if necessary.

Conducts investigations of routine claims to secure facts; sends documents to claimants acknowledging receipt of the claim; coordinates with other units of the Water Department to ensure water and sewer related issues are resolved; assists in ensuring compliance with Safe Drinking Water Act and Clean Water Act.

Uses wireless devices in the field to update customer information and complete work orders, track repair orders, collect payments and complete reports; Prepares reports related to inspections performed for supervisory review; ensures inclusion of pertinent information and facts; trains new representatives.

 

Customer Service Assignment

 

          Receives complaints and claims from a variety of sources; interviews property owners or occupants pertaining to water, sewage and other nuisances; visits the scene of disasters such as cave-ins or water main breaks; performs inspections to identify the source of water or sewer seepage; inspects meters for leaks or damage; may take leak sample and/or dye test to determine source of leak, as well as water quality.

Performs inspections of private sewer and water mains, residential plumbing and fire sprinkler systems; conducts inspections for demolition orders or to verify the status of properties and search for excavation and curb boxes.

Provides enforcement for Notices of Defects referred from other units within the department.

 

Delinquency & Restoration Assignment

 

Conducts the enforcement and collection of revenue of delinquent water bills and the shut-off of delinquent accounts and illegally restored services; uses wireless check scanning devices to collect and verify the validity of water payments; determines if water customer has satisfied the requirements to avoid suspension of service; evaluates medical hardships on site and determines is suspension can be avoided; suspends water service if payment is not received.

Conducts inspections to verify water service and ensures that the shut-off valve can be safely operated; restores service for satisfied water balances.

Coordinates with the Office of the District Attorney to perform the shut-off of properties associated with drug use.

 

Metering Assignment

 

          Installs and troubleshoots Automated Meter Reader (AMR) meters to automatically collect consumption, diagnostic, and status data from water metering devices; inspects and evaluates commercial and residential properties to determine proper set up and location of water meter; may ensure validity of meter permits; determines and recommends the appropriate water system and meter to be installed.

          Performs inspections to determine compliance with Philadelphia Water Department regulations; installs remote AMR metering devices when the Radio Frequency signal is unable to transmit outside of the building or meter chamber; performs tests to calibrate equipment and ensure commercial meters are functioning accurately at varying rates of water flow; tests meters for leaks before completion.

          Tests commercial and residential meter components for accuracy at varying rates of water flow; tests meters for leaks and backflow; changes registers and adjust meter gears for proper operating accuracy.

 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

 

KNOWLEDGE OF:

 

·       City codes, regulations and ordinances pertaining to water and sewer services

·       techniques, procedures, and regulations used in water billing and repair

·       the organization and operation of the City government as it affects water operations

·        

·       rules and regulations regarding water shutoffs and customer notifications

·       field investigation techniques

·       the public relations techniques necessary in providing services to the general public

·       the techniques and procedures utilized to answer questions pertinent to the installation and repair of industrial, commercial, and residential water services connections

·       practices and techniques of resolving customer service problems

·       applicability of plumbing permits, codes, and regulations

·       investigation methods and techniques

·       the interviewing methods and techniques used in investigational situations

 

SKILL IN:

 

·       assessing and resolving routine customer complaints

 

ABILITY TO:

 

·       use hand held computers and other field equipment

·       use standard bench and plumbing tools to replace water meter equipment for the Metering Assignment

·       communicate clearly, both orally and in writing, with associates, employees, union representatives and the general public

·       utilize computer hardware and software relating to work

·       prepare and maintain time, activity and material usage reports

·       present detailed technical information both orally and in writing

·       make decision based upon facts uncovered.

·       use tact, diplomacy and judgment in dealing with the general public

 

MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 4/24):

 

EDUCATION

 

          Education equivalent to the completion of the twelfth school grade.

 

AND

 

EXPERIENCE

 

           

 

 

 

Two years of experience as a Utility Representative, performing utility customer support work, receiving and interpreting requests or complaints related to water and sewer service which has included making on-site inspections to ascertain the nature of complaints.

 

OR

 

Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources.

 

City of Philadelphia classes which typically meet the experience requirements:

 

Utility Representative (6F11)

 

 

PHYSICAL AND MEDICAL REQUIREMENTS

          Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

 

LICENSES, REGISTRATIONS AND CERTIFICATES

 

          Possession of a valid proper class motor vehicle operator's license as issued by the Common­wealth of Pennsylvania prior to appointment and during tenure of employment.

 

Class Established:

CSC: 3/14; Ad. Board: 3/14

Latest Spec. Revision and Consolidation with 7J62:

CSC: 6/15

Ad Board: 6/15

Latest Spec. Revision:

CSC: 2/24

Ad Board: 4/24

 

EM