Customer Service Field Representative

Northern Kentucky Water District•Erlanger, KY

4d•Hybrid

About The Position

The Customer Service Field Representative responds to customer calls, complaints, and emergency events, investigating and resolving issues related to water service, meter readings, and billing inquiries. The position supports regulatory compliance through meter change-outs, leak detection, service line inspections, and delinquency program management. It involves ongoing communication with customers, contractors, and internal teams, and requires availability to work in all weather conditions and during emergency events. The representative also assists with regulatory compliance and the efficient operation of the District. The role performs customer service and field operations, technical and maintenance work, regulatory compliance and safety activities, and administrative reporting. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with some flexibility in hours. On-call rotations and holiday coverage may be required as needed.

Requirements

High school diploma or GED.
Valid driver's license.
Basic proficiency with Microsoft Office applications.
Ability to operate hand and power tools, perform minor plumbing repairs, and work safely in traffic, confined spaces, and varying weather conditions.
Ability to communicate clearly and professionally with customers, contractors, and internal teams, both verbally and in written work orders and daily logs.
Basic troubleshooting ability and willingness to develop skills in leak detection, billing discrepancies, and service issue resolution.
Ability to follow written and oral instructions and procedures.
Ability to meet the stated physical demands, including lifting up to 50 pounds and performing climbing, balancing, stooping, kneeling, crouching, crawling, pushing, reaching, standing, sitting, and repetitive motions.

Nice To Haves

At least one year of experience in customer service, field service, or water distribution; preferred.
Equivalent combination of education and experience sufficient to successfully perform the essential duties may be considered.
Willingness and ability to learn AMI systems and meter-reading technology.
Basic awareness of utility regulations and compliance requirements, and willingness to learn PSC tariffs and NKWD and SD1 regulations on the job.

Responsibilities

Respond to customer inquiries about billing, service requests, and water issues.
Perform move-in and move-out water activations and deactivations, including for NKWD and SD1 delinquency programs.
Investigate and resolve customer complaints, including minor repairs as needed.
Conduct service line inspections, billing inspections, and leak detection.
Perform vacant-consumption shut-offs and address continuous-consumption concerns.
Perform pressure checks, meter readings, and system maintenance.
Wire and program transmitters to support 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 with traffic control, sidewalk dig-ups, and winter freeze-up prevention, including salting sidewalks and roads.
Conduct fire hydrant and customer service flushing to maintain water quality.
Conduct water quality testing and report findings as needed.
Maintain trucks, tools, and equipment inventory to ensure readiness.
Follow NKWD, SD1, and PSC regulations and safety protocols; report incidents as necessary.
Support regulatory programs, including the meter change-out program and customer service line inspections.
Complete AMI system training and develop working knowledge of its functions for assigned duties.
Track service orders and complete daily work documentation logs.
Record data and update work orders in the system for tracking and reporting.
Communicate with billing and customer service teams to resolve discrepancies.
Participate in on-call rotations and holiday coverage as needed.