Customer Service Representative

Summary

Under the general direction of the Utility Dispatch Manager, the Customer Service Representative I provides communications between the public and utility crews, foremen, and managers to ensure the health and safety of citizens and the environment, and to ensure compliance with State and Federal regulations. This position is in constant phone and/or radio contact with utility staff for ordering parts and related items for each repair and ordering utility locates for crews before excavating.

This position plays a large role in emergency response.

• Answers telephone and dispatches calls related to reported health and/or safety issue
• Enters citizen reported water and/wastewater concern into system and dispatches service technicians for evaluation
• Researches and processes requests for new construction connections to water and wastewater services
• Orders parts and contacts 811 for locates, monitors radio, and directs units
• Maintains records; enters daily data for work orders, customer complaints and action items
• Develops reports as required by state/federal regulations
• Assists with new hire onboarding process and enters time daily into system
• Provides resources, supplies and city-wide messages to field staff without a city email
• Picks up and distributes mail; sorts and routes all incoming / outgoing mail and correspondences to City Departments
• Coordinates monthly departmental meetings
• Assists in preparation and organizing various events for department, safety training, etc.
• Process procurement report weekly and prepares purchase requisitions for department as needed
• Performs periodic on-call duty on a rotating basis
• Completes cost estimates relating to water and sewer taps
• Follows City policies, procedures, and safety guidelines
• Performs other duties as assigned

• High School diploma or equivalent
• One year of experience in customer service, dispatch, or related area
• Ability to successfully pass a typing test

• Work experience with Water and Wastewater and related terminology

• Valid Driver's License