Utility Representative; Central Systems; Field Services

Description

This is utility customer support work at the intermediate level, receiving and interpreting requests or complaints related to water and sewer service. Employees in this class evaluate information either through field investigation or telephone contact to determine the nature of emergencies and resolve complaints quickly and efficiently. Employees in the Field Services specialty make on‑site inspections to ascertain the nature of complaints and make minor repairs or referrals to maintenance crews.

Employees in the Central Systems specialty receive, interpret and relay water emergency information to repair crews pertaining to breaks in water mains and appurtenances. Work may be performed on a rotating shift basis. Contact with the general public, governmental officials, and representatives of other utilities, in order to resolve complaints and make appropriate referrals are a significant aspect of the work.

Work is performed under the supervision of a technical superior.

• Receive and interpret requests or complaints related to water and sewer service.
• Evaluate information through field investigation or telephone contact to determine the nature of emergencies and resolve complaints quickly and efficiently.
• Conduct on‑site inspections to verify complaints and make minor repairs or refer to maintenance crews (Field Services specialty).
• Receive, interpret, and relay water emergency information to repair crews regarding breaks in water mains and appurtenances (Central Systems specialty).
• Coordinate with the public, governmental officials, and representatives of other utilities to resolve complaints and make appropriate referrals.
• Perform work on a rotating shift basis as required.

Civil Service Status: Presently employed by the City of Philadelphia with permanent Civil Service status in the Water Department and a performance rating of Satisfactory or higher.

Education: Equivalent to completion of the twelfth school grade.

Experience: For Field Services:
Two years of experience in field investigation or inspection work involving the provision of water and sewer services to customers, including meter reading, installation, or troubleshooting for residential and commercial meters; or two years of experience in diagnosis and repair of water mains and sewers. For Central Systems:
Two years of experience in field or phone work involving the provision of water and sewer services to customers, including dispatching emergency work crews; or any equivalent combination of education and experience deemed acceptable by the Office of Human Resources.

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

Possession of a valid proper class motor vehicle operator's license issued by the Commonwealth of Pennsylvania.