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Form of workJOB SUMMARY
The Senior Field Representative provides lead work direction and resolves customer problems related to the water distribution system. The Senior Field Service Representative performs a wide variety of duties including turning on and shutting off services up to 2" in diameter and coordinating activities and the resolution of problems with other divisions while ensuring safety awareness in the day-to-day performance of duties.
ESSENTIAL FUNCTIONS
- Coordinates daily staff assignments and schedules.
- Resolves escalated problems and issues with internal and external customers, and implements enforcement procedures.
- Coordinates and facilitates activities with other SAWS departments regarding adjustments to customer accounts.
- Verifies service information on all meter sizes to ensure proper identification, initiates or terminates water service and obtains meter readings on all accounts requesting change to enable proper billing including AMR meters.
- Obtains meter readings for all meters including for sundry billing on fire hydrant accounts.
- Executes collection activity, accepts and records payments, evaluates and arranges for extensions passed the cut-off date.
- Encourages, coaches, and monitors team members.
- Assists customers in the resolution of service problems and leaks by answering questions and providing information in a tactful manner, in order to enhance customer relations.
- Communicates with customers to increase awareness of SAWS policies and guidelines.
- Communicates with customers regarding unpaid delinquent accounts.
- Records all activities such as meter readings, Field Service statistics and investigations through computerized Customer Service system.
- Promotes and practices a safe work environment for internal and external clients.
- Maintains motor vehicles, equipment and supplies necessary to complete assigned tasks.
- Utilizes safety policies and procedures.
- Utilizes maps to route work effectively.
- Schedules and coordinates activities with other sections.
- Removes debris and dirt covering meter boxes and meters, replaces damaged or missing lids.
- Utilizes two-way radio communication system.
- Establishes and maintains effective working relationships and public relations.
- Installs, troubleshoots and repairs problems with automated meters and related devices.
- Performs other duties as assigned.
- Works under limited supervision.
- High School Diploma or GED.
- Four years' experience in customer contact, collections, or related duties.
- Valid Class "C" Texas Driver's License.
- Ability to work regularly scheduled shifts within SAWS's hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.
- Bilingual in English/Spanish.
- Regular contact with internal and external customers.
- Communicates effectively, verbally and in writing.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Subject to standing, sitting, walking, climbing, bending, crawling, squatting, kneeling and working in cramped and strained positions for long periods of time to perform job scope. Working conditions are primarily in extreme outside weather conditions exposed to wet and/or humid conditions, wastewater, mechanical, electrical, chemical, confined space, slippery, uneven surfaces, excessive noise; heavy traffic; deep excavations; and animals, snakes and poisonous insects. Operates company vehicle on a daily basis.
May be required to work hours other than the regular daytime schedule, such as weekends, shift work, overtime and on-call duty.
