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Form of workJob Description
Customer Service Field Coordinator
At East Cherry Creek Valley Water and Sanitation District (ECCV), we are sustaining our community by providing safe reliable water. We deliver on that mission through people, teams, and departments working together with respect, cooperation, and openness to realize our goals.
We have an opportunity for a Customer Service Field Coordinator. The coordinator identifies customer service field programs for quality assurance, quality control and efficiency purposes, including troubleshooting, training, and reviewing processes. The Coordinator will oversee and perform installation, reading, maintenance and repair of water meters for commercial and residential customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Serves as senior worker in the installation, reading, maintenance and repair of water meters, meter valves and associated fixtures, work orders, turn off/ turn on, maintains accurate SOPs, apprises and updates the Customer Service Manager.
Trains, mentors and oversees the day-to-day activities, projects, and procedures of Customer Service Field Representatives (CSFR).
Evaluates procedures and makes recommendations for improvement to meet ECCV's short and long term needs.
Works with Senior Engineering Advisor and other employees to review and develop programs, such as the Commercial Swap Program and Meter Repairs.
Coordinates day to day activities related to programs to ensure completion and within budget.
Works directly with vendors to troubleshoot, problem solve, maximize equipment utilization and address technical issues.
Works directly with customers to identify, analyze, problem solve, troubleshoot, and resolve water usage issues, complaints, and concerns.
Works directly with builders to build relationships, hold accountable for proper installation of meter pits, assess fines as needed for missed deadlines or water restriction violations, monitors all new builds to ensure builders are in compliance with sod guidelines.
Tracks and maintains inventory; works directly with vendors to order inventory and trouble shoot equipment issues.
Assists with general office work of the Customer Service Department.
Provides prompt, accurate, and courteous customer service to external and internal customers; actively listens to customer requests and concerns; responds to customer emails in a professional and timely manner; researches customer information in billing software; advises and educates customers; and records and documents customer contact in billing system as needed.
Manages meter progam and meter supply budget.
OTHER RESPONSIBILITIES
Participates in or leads OneECCV committee(s) and/or taskforce(s).
Provides back-up coverage for other positions.
Performs other duties and projects as assigned.
QUALIFICATIONS
KNOWLEDGE, SKILLS AND ABILITIES:
Ability to maintain a high level of quality customer service and interaction; exercise sensitivity in customer interactions; handle stressful situations with tact and diplomacy.
Work independently to prioritize daily tasks and meet deadlines.
Ability to actively listen and effectively communicate verbally and in writing.
Ability to follow written and oral instructions.
Ability to read maps, accurately record data, and use various types of electronic and/or manual recording meter reading systems.
Ability to learn overall operation and policies of the District related to meter reading, repair and procedures; various meter settings, meter removal, and installation procedures.
Ability to use hand tools, machines, and equipment to perform mechanical repair functions.Ability to learn computer applications and work with Windows based software.
Ability to work independently and make independent decisions.
Ability to lead others and maintain effective working relationships with a variety of people including employees, customers, contractors, and developers.
Ability to analyze and resolve problems efficiently and effectively; exercise sound judgement to arrive at logical, valid conclusions.
Ability to learn and acquire an in-depth knowledge of the billing and reading software.
Ability to work overtime, call back duty, and standby with a forty-five-minute response time.
Satisfactory driving record and operate District vehicle.
EDUCATION, CERTIFICATION, FORMAL TRAINING, AND EXPERIENCE
High School Diploma or GED.
3 + years' experience in water utility or 3 + years in customer service. An equivalent combination of education, training and experience that demonstrates required knowledge, skills and abilities may be considered.
Previous experience reading, maintaining, and repairing/replacing water meters desirable.
Knowledge of water meter technology and meter reading technology preferred.
Valid Colorado driver's license and a satisfactory driving record.
We offer a collaborative, positive team environment, and excellent benefits package that include a 401(a) Retirement Plan, a 457 Deferred Compensation Plan, Health Reserve Account, Medical, Dental, Vision, Life, Short Term and Long Term Disability Insurance as well as Paid time off (PTO) and Holidays. We also offer Training, Tuition Assistance and Flexible Spending Accounts. Salary range: min $24.33/hr - $35.29/hr depending on experience and certifications.
WORKING ENVIRONMENT AND PHYSICAL ACTIVITIESThis position consists primarily of office work with reoccurring field work and requires occasional operation of a district vehicle to various work sites. Office work requires the ability to operate standard office equipment, such as computers, phones, photocopiers and fax machines. This position requires the ability to sit for extended periods of time with hand/eye coordination: for repetitive motion and data entry. Position includes the occasional lifting and/or moving of items up to 50 pounds and regular lifting of 10 pounds of office items. Field work includes exposure to all weather conditions and working in potentially hazardous environments. This position requires full range of physical motion with hand/eye coordination: for frequent standing and walking including on uneven terrain; for the use of tools and equipment to climb stairs, equipment and ladders. Position includes the regular lifting of 20-50 pounds of equipment and tools. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The omission of specific statements of duties and responsibilities in this job description does not exclude them from the position if the work is similar, related, or a logical assignment to the position. This job description is subject to change by the District as the needs of the District and requirements of the position change at any time with or without notice.
