Customer Service Field Representative

Veolia•Hackensack, NJ

2d•Onsite

About The Position

Performs all field functions relating to direct customer interface at all premises starting at the curb stop/box through the service line and the meter, including all reading devices, pits, boxes, meter readings (all types and purposes), meter investigations (incidental or emergency), collections, settings, changing, field testing for flow and/or pressure, testing, service shut offs, high bill investigations and frozen meter repairs. The role involves testing, adjusting, and correcting inaccuracies in meter registration, as well as removing, changing, installing, and/or repairing reading devices on all size meters. Field repairs such as damaged pipes while changing the meter or installing meter couplings are also part of the duties. The representative will be responsible for the localization, operation, inspection, and testing of curb stops and valves, water services, and meters using locating equipment. They will also replace covers, locate curb boxes, and submit proper documentation for curb box referrals and valve boxes. A key aspect of the role is discussing consumption and usage patterns with customers, reporting unresolved customer inquiries and/or complaints to the supervisor, and conducting examinations at customer premises to evaluate unusual or unknown water usage. Locating leaks on customer premises and reporting/documenting unusual conditions that could impact customer relations, such as potential cross connections, illegal connections, and/or uses, are also required. The position involves preparing and submitting necessary documentation for work performed daily, answering telephone calls, completing and relaying information, and calling customers to arrange or cancel appointments. The representative will operate company systems, devices, and software applications, and work closely with customers, contractors, and government officials to coordinate company policies and operations. Similar or less skilled work, as well as higher skilled work, may be assigned.

Requirements

High School Diploma/GED is required.
Must possess good verbal and written communication skills.
Must possess basic math skills.
Must be available for emergency stand by (45 minutes response).
Must have valid State driver's license.
Must pass demonstration of abilities test.

Responsibilities

Performs all functions relating to meters two inches (2") or less, including setting, changing, disconnecting, testing, and reading up to and including inside connecting pipe.
Tests, adjusts, and corrects inaccuracies in meter registration.
Removes, changes installs and/or repairs reading devices on all size meters.
Performs necessary field repairs such as damaged pipes while changing the meter or installing meter couplings.
Localization, operation, inspection and testing of curb stops and valves, water services and meters by utilizing locating equipment.
Replaces covers, locates curb boxes and submits proper documentation for curb box referrals and valve boxes.
Discuss consumption and usage patterns with customers.
Reports unresolved customer inquiries and/or complaints to the supervisor.
Conducts examinations at the customer's premises to evaluate unusual or unknown water usage.
Locates leaks on customer premises.
Reports and records (documents) unusual conditions observed on the customers premises which could have an impact on customer relations including potential cross connections, illegal connections and/or uses, etc.
Prepares and submits the necessary documentation for work performed daily.
Answers telephone calls, completes, and relays information as necessary, and calls customers to arrange and/or cancel appointments for field visits.
Operates company systems, devices, and software applications.
Works closely with customers, contractors, and government officials to coordinate company policies and operations.
Performs similar or less skilled work as assigned.
Performs higher skilled work as assigned.
Perform regularly scheduled standby emergency duties (year round) response time not to exceed 45 minutes.