Customer Service Field Representative

NKWD • Erlanger, KY

4d

About The Position

The Customer Service Field Representative is responsible for responding to customer calls, complaints, and emergency events, investigating and resolving issues related to water service, meter readings, and billing inquiries. This position supports regulatory compliance efforts through meter change-outs, leak detection, service line inspections, and delinquency program management. The role requires continuous communication with customers, contractors, and internal teams, as well as availability to work in all weather conditions and emergency events. Additionally, this position assists in the regulatory compliance and efficient operations of the District.

Requirements

• High School Diploma or GED required.
• Minimum of 1 year of experience in customer service, field service, or water distribution role (training provided).
• Or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
• Valid Driver’s License
• Ability to use Microsoft Office, AMI systems, and meter reading technology.
• Strong troubleshooting skills for leak detection, billing discrepancies, and service issues.
• Ability to explain service-related issues professionally.

Nice To Haves

• Familiarity with PSC tariffs, NKWD & SD1 regulations (preferred).

Responsibilities

• Respond to customer inquiries related to billing, service requests, and water issues.
• Perform move-in/move-out water activations and deactivations, including for the NKWD and SD1 delinquency programs.
• Investigate and resolve customer complaints, including minor repairs as needed.
• Conduct service line inspections, billing inspections, and leak detection.
• Execute vacant consumption shut-offs and address continuous consumption concerns.
• Perform pressure checks, meter readings, and system maintenance.
• Wire and program transmitters to ensure accurate meter data collection.
• Change out meters, transmitters, regulators, angle valves, and yoke bars as required.
• Locate and mark water service lines for field operations.
• Perform dig-ups and replacements for lids, rings, curb stops, and crocks.
• Assist in traffic control, sidewalk dig-ups, and winter freeze-up prevention (salting sidewalks and roads).
• Conduct fire hydrant and customer service flushing to maintain water quality.
• Perform water quality testing and report findings as needed.
• Maintain trucks, tools, and equipment inventory to ensure readiness.
• Ensure adherence to NKWD, SD1, and PSC regulations.
• Maintain compliance with safety protocols and report incidents as necessary.
• Support regulatory programs such as the meter change-out program and customer service line inspections.
• Maintain AMI system proficiency for accurate data collection and service efficiency.
• Track service orders and complete daily logs for work documentation.
• Record data and update work orders in the system for accurate tracking and reporting.
• Communicate with billing and customer service teams to resolve discrepancies.
• Participate in on-call rotations and holiday coverage as needed.

Benefits

• Paid Time Off
• Paid Sick Time
• 10 Paid Holidays (includes birthday)
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Pension program through Kentucky Public Pension Authority
• Short- and Long-Term Disability
• Basic Life and AD&D Insurance
• Employee Assistance Program
• Wellness Program
• Flexible Work Schedule
• Hybrid Work Options (some positions)
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED