Lead Customer Service Technician

• per hour Pay is commensurate with experience.
• Hourly
• Full Time
• U.S. Water offers a comprehensive benefits package including medical, dental, vision, life insurance, short/long term disability, paid time off, holiday pay and 401k with Company match

U.S. Water Services Corporation is a well-established and diverse water and wastewater utility organization specializing in utility maintenance, operations, engineering and construction services. U.S. Water is a fast paced and rapidly expanding company headquartered in New Port Richey, Florida with a staff of over 700 employees in eighteen states.

Under general supervision, supervises and coordinates the daily operation and completion of customer service and utility billing generated service orders and scheduled meter reading routes. Also must have a solid understanding of proper meter configuration, installation, repairs and billing test circles. This position is also responsible to perform and/or direct routine meter service area maintenance activities including but not limited to skilled pipe work, testing, installations, repairs and other related duties as assigned.

The Lead Technician must demonstrate good knowledge of the scope and purpose of the services of assigned Utility systems and of the interrelations of the various units of the department and is able to interpret ordinances relating to public utilities. This employee must demonstrate proven ability to converse with the public on difficult problems, referring only the most controversial matters to the Customer Service Supervisor.

Work is performed under the general supervision of the Customer Service Supervisor.

(illustrative only):
This position is responsible for the of the Utility's Field Services area with in the Customer Service Department which may include:

• Overseeing the day to day activities as it relates to, service technicians and meter readers.
• Interacting with the utility customers by phone, in person, or any form of written correspondence.
• Ensuring that the staffing levels are consistent with the workload and scheduling of customer needs; maintenance (preventive/corrective) related service orders and delinquent turn off's and turn on 's
• Perform meter read upload/download and run meter reading system related reports
• Review and monitor daily meter reading and service order report, and address inconsistencies caused by human or mechanical failure to ensure meter accuracy and Key Performance Indicators are being met.
• Oversee the various other components within their duties such as; managing idle times and other time management related factors.
• Oversee the coordination of activities as it relates to the Maintenance Department and the Customer Service Department in meeting the KPIs, and client and customer expectations as it outlined in the Contractual Obligations of USWSC and the contracted utility
• Identify and implement corrective action where necessary in completing the various Customer Service, Field Service, Meter Reading, and Billing as assigned
• Train, develop and coach direct reports
• Meet the various KPIs goals as outlined in the General Terms of the Contract and within the KPI Standards set forth for USWSC by the contracted utility such as:
• Service Order Completion
• Billing Accuracy
• Meter Reading Accuracy
• Customer Service Complaints
• Time Components – Meter Reading and Billed Time Frames
• Exception Report
• Consumption Report – Zero Usage
• Other KPIs as assigned
• Ensuring staff assigned company or utility vehicles are operating said vehicle in accordance with company policy
• Enforce all USWSC policies and procedures
• Ensure steps are taken to create a good working relationship with contract manager and/or contract holder and OPUS in completing the tasks assigned to this position
• Perform employee evaluations
• Perform corrective measures to improve employee shortfalls
• Recommend disciplinary action
• All other duties as assigned.

• Knowledge of proper meter service repair, maintenance (preventive and corrective), and installation
• Knowledge of meter configuration and application
• Knowledge of meter reading systems, software and mobile devices
• Knowledge of basic Cross Connection Control regulations
• Knowledge of trenching and shoring
• Knowledge of occupational hazards and corresponding safety precautions
• Knowledge of tools, equipment or machinery necessary for proper operations on the utility system
• Knowledge of basic meter service preventive maintenance
• Skill in basic…