Customer Service Representative/Backflow Tester

City of Pico Rivera•Pico Rivera, CA

6d•Hybrid

About The Position

The City of Pico Rivera's vision and values are to safeguard the public's trust through open and transparent business practices that consistently maintain our credibility of strong ethical stewardship of all resources. We strive to provide responsive and consistent customer service to the community and our employees, who we trust to always own the problem and solution of all our business challenges. We recognize that we must engage our workforce in productive and respectful dialogue as our success internally hinges on the dynamic and interdependent partnerships within; thus, improving our chances of external success. The goal is to positively impact our community by optimizing and engaging our workforce to improve the human experience and quality of life in the City of Pico Rivera. The City is committed to forging a model of 21st Century government to better serve the community and its employees. The City of Pico Rivera strives to support and enhance a high quality of life for the residents, businesses and visitors by providing well planned, environmentally sensitive, cost-effective infrastructure and services to promote public health, personal safety and transportation. Our mission is to improve the quality of life for residents through responsive, efficient, and effective delivery of services to every neighborhood and by reflecting a can-do attitude with our customers and stakeholders. The Public Works Department is responsible for the engineering, permitting, maintenance and operation of the City's infrastructure, including streets, sidewalks, roadway medians, alleys, water system, sewer collection, storm drains, public parking lots, traffic signals, etc. The Department also manages maintenance and public service programs such as graffiti abatement, tree trimming, street sweeping, trash and recycling services, parks and street maintenance, and utilities and facilities maintenance. In addition, the Department Manages a comprehensive capital improvement program that provides roadway rehabilitation, signal coordination, trail construction, etc. The Pico Rivera Water Authority (PRWA) is committed to delivering the highest quality customer service to our consumers and residents. The sole purpose of the PRWA is to provide and deliver safe, clean, potable drinking water to over 9,400 residential homes and commercial businesses. The PRWA infrastructure consist of 8 Deep Groundwater Wells, 3 Booster facilities, 1 million gallons of storage, 98 miles of pipeline, 1,990 isolation valves ranging from 4 inches to 16 inches in diameter, 884 fire hydrants and reclaimed pipeline that services parks and medians throughout the City of Pico Rivera. The PRWA can produce up to 12,000 gallons per minute for residential and fire demand. In 2019 groundwater production was over 1.3 billion gallons. Under general supervision, the Customer Service Representative/Backflow Tester performs customer service field work including service turn-ons/turn-offs, meter investigations, water consumption inquiries, and water quality complaint responses. Incumbent conducts inspections, testing, repair, installation, and replacement of backflow prevention assemblies; assists in performing cross-connection control investigations and hazard assessments; ensures compliance with City, State, and Federal regulations; maintains required testing and compliance records; and performs related duties as assigned. This is a journey-level classification responsible for independently performing complex and technical work in customer service, water system field operations, and backflow/cross-connection control and compliance. The position requires specialized certifications, regulatory knowledge, and field expertise beyond the duties of a standard Customer Service Representative. SUPERVISION RECEIVED AND EXERCISED Receives general supervision from the Utilities Superintendent, Water Distribution Supervisor or Public Works Inspector. May receive technical or functional direction from other utility supervisory personnel. Responsibilities may include direct or indirect supervision over other utility maintenance personnel. Note: This recruitment will be utilized to establish an eligibility list that may be used to fill other current or future vacancies in this classification.

Requirements

A high school diploma or G.E.D. certificate is required.
Two (2) years of experience in meter reading and/or customer service is required.
A valid Class C California Driver’s License and an acceptable driving record throughout the course of employment.
A current American Water Works Association (AWWA) Backflow Prevention Tester Certification.
Continual Backflow Prevention Assembly Tester certification in good standing is a condition of continued employment.
Possession of a D2 Water Distribution Operator Certificate issued by the State of California Water Resources Control Board.

Nice To Haves

Cross-Connection Specialist Certification from AWWA is highly desirable.
Bilingual in Spanish is desired.

Responsibilities

Investigates delinquent accounts, abnormal water consumption, leaks, and customer inquiries regarding water service or billing procedures and city policies and water use.
Locates, reads, and inspects water meters; issues and processes work orders related to meter repairs, replacements, and testing.
Turns water services on or off; opens and closes customer work orders.
Responds to customer complaints regarding water quality, usage, leaks, and service issues.
Assists with hydrant flushing and emergency water system repairs.
Inspects, tests, repairs, installs, and replaces backflow prevention assemblies on potable and non-potable systems.
Performs annual routine testing, maintenance, and calibration of backflow assemblies and test gauges.
Assists in conducting cross-connection hazard assessments at new and existing service locations.
Assists in assessing compliance with backflow and cross-connection requirements.
Completes inspection reports, maintains test data, and ensures regulatory documentation is current and accurate.
Interprets and applies State Water Resources Control Board regulations, AWWA standards, plumbing codes, and City ordinances related to water distribution and cross-connection control.
Advises customers on installation requirements and corrective actions needed for compliance.
Maintains positive working relationships with contractors, agencies, the public, and City staff.
Operates assigned vehicles, equipment, and tools properly and safely.
Maintains accurate logs, records, and work order documentation.
Performs related duties as required.