Customer Service Field Representative

NKWD•Erlanger, KY

About The Position

The Customer Service Field Representative responds to customer calls, complaints, and emergency events, and investigates and resolves issues involving water service, meter readings, and billing inquiries. The position supports regulatory compliance and District operations 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 working in all weather conditions and during emergency events. The role performs customer service and field work, including water activations and deactivations, inspections, repairs, meter and equipment replacements, water quality activities, and system maintenance. It also supports regulatory and safety compliance, maintains field equipment, and completes work orders, logs, and other 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.

Requirements

High school diploma or GED.
Valid driver's license.
Ability to perform the essential duties through a suitable combination of education and experience.
Basic proficiency with Microsoft Office applications.
Ability to learn AMI systems and meter-reading technology.
Basic troubleshooting ability and willingness to develop skills in leak detection, billing discrepancies, and service issue resolution.
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, verbally and in written work orders and daily logs.
Basic awareness of utility regulations and compliance requirements, and willingness to learn PSC tariffs and NKWD and SD1 regulations.
Ability to meet the physical demands of the job, including lifting up to 50 pounds and climbing, balancing, stooping, kneeling, crouching, crawling, pushing, reaching, standing, sitting, talking, hearing, and repetitive motions.

Nice To Haves

At least one year of experience in customer service, field service, or water distribution.

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.
Replace 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.
Flush fire hydrants and customer services 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, and report incidents as necessary.
Support regulatory programs, including meter change-outs and customer service line inspections.
Complete AMI system training and develop working knowledge of its functions.
Track service orders, complete daily work logs, and update work-order data 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.