Customer Service Field Representative

EAST CHERRY CREEK VALLEY WATER & SANITATION DISTRICT • Aurora, CO

1d • $27 - $32 • Hybrid

About The Position

East Cherry Creek Valley Water and Sanitation District (ECCV) has been sustaining our community by providing safe and reliable water since 1962. Sourced from the South Platte River and non-tributary aquifers, ECCV distributes water to approximately 65,000 customers in the eastern portions of the City of Centennial and unincorporated Arapahoe County. As the area has grown into a thriving district of homes, schools, and businesses, ECCV has been there, providing the water the community needs with excellence and efficiency. At ECCV, our commitment begins with our people. Through cooperation, openness, and respect, our teams and departments collaborate to realize our shared mission of providing safe, reliable water to our community. At ECCV, we prioritize trust, teamwork, and communication. We encourage and support our employees by offering an excellent benefits package.

Requirements

• Ability to safely operate and maneuver a District vehicle to complete daily tasks.
• Comprehensive knowledge of how 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 and acquire an in-depth knowledge of billing and reading software.
• Ability to establish, foster and maintain effective working relationships with all District employees, leadership, consultants, vendors, builders, , and the general public.
• Demonstrate with all interactions, a high level of quality customer service; a positive and professional demeanor; the ability to exercise sensitivity; the ability to handle stressful situations in a diplomatic and tactful manner.
• Demonstrate the ability to exercise good judgment, discretion, and maintain confidentiality to handle sensitive information appropriately.
• Ability to effectively communicate verbally and in writing, prioritize tasks, make independent decisions, prioritize workload with multiple shifting priorities and interruptions; follow-up, and follow-through on tasks; and meet deadlines.
• Ability to accurately compile, analyze and interpret facts to troubleshoot; arrive at valid conclusions and make logical decisions to solve problems; exercise sound judgment in making decisions involving processes and equipment.
• High School Diploma or GED.
• 1 + 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.
• Must possess a valid driver's license and pass a background check.

Nice To Haves

• Previous experience reading, maintaining, and repairing/replacing water meters desirable.
• Knowledge of water meter technology and meter reading technology preferred.

Responsibilities

• Provides high level customer service to internal and external customers.
• Interacts directly with customers to identify, analyze, problem solve, troubleshoot, and resolve water usage issues, complaints, and concerns. Advises and educates customers and documents information in the billing system.
• Use a District vehicle and cellular services to obtain monthly meter reads for three billing cycles.
• Performs routine shut-off and turn-on of water services for non-payment as well as emergency shut-offs for repairs.
• Performs routine repair or replacement of, meters, registers, transponders, curb stops, lids, and domes.
• Prioritizes and completes a variety of work orders in a timely manner.
• Monitors and maintains inventory; works directly with vendors to order inventory and trouble shoot equipment issues.
• Rechecks and obtains readings that are unavailable during routine meter reading and records final meter readings; investigates water leaks, inoperative meters, and pressure concerns.
• Performs regular audits on and investigates zero usage and high usage accounts
• Collaborates with builders directly and maintains working relationships; holds contractors accountable for proper installation of meter pits; assesses fines for missed deadlines and water restriction violations; monitors all new builds to ensure builders are in compliance with sod guidelines.
• Assists with general office work of the Customer Service Department, including phone coverage, walk in customer assistance, and general inquiries.
• Participates in continuous improvement initiatives and provides input and feedback on department policies and updates and writes Standard Operating Procedures (SOP).
• Maintains regular and predictable attendance as scheduled and performs job duties per a rotating on-call schedule with occasional overtime, and weekends and holidays, as needed. Ability to respond to on-call issues within 45 minutes.
• Participates in or leads One ECCV committee(s) and/or taskforce(s).
• Provides back-up coverage for other positions.
• Performs other duties and projects as assigned.

Benefits

• Employer fully funded 401(a) Pension Plan and Health Reimbursement Plan, with 100% vesting immediately.
• Outstanding group insurance plans and options offered: Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance, with two Employee Assistance Plans (EAPs). Various plans and elections will have little to no premium cost to employees.
• Generous Paid Time Off (PTO) accrual and nine paid holidays annually.
• Tuition Assistance
• 457 Deferred Compensation Plan
• Wellness Reimbursements
• Flexible Spending Accounts
• Supplemental insurances such as Colonial, Legal Shield, and Pet Insurance.

What This Job Offers

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