Field Service Representative

City of Huntington Beach•Huntington Beach, CA

About The Position

The Field Service Representative performs technical field and office work under general supervision, addressing compliance with business licensing requirements, customer service and municipal billing issues, and service of the City’s refuse collection franchise. The position inspects residential and commercial properties for licensing, public health, revenue generation, and code compliance. Assignments may be in Business License, Public Works Refuse, or Public Works Utilities, with corresponding duties in licensing inspections, refuse and recycling franchise enforcement, or utility customer-service field response and municipal billing services. The role works with customers, City departments, contractors, and service providers to investigate and resolve service and billing issues. Utilities assignments may involve meter reading and maintenance, meter transmission unit maintenance, the City’s AMI system, water billing procedures, property inspections, and utility service actions. The representative uses computers and field equipment, maintains records, adapts to changing assignments, and provides professional, courteous service to the community. The position reports to a Division Supervisor, Division Manager, or senior staff.

Requirements

High school diploma or equivalent certificate.
Two years of public-contact and customer-service experience.
Valid California Class C driver’s license and an acceptable driving record at appointment and throughout employment.
Knowledge of federal, state, county, and municipal codes and regulations; departmental policies and procedures; water and refuse billing rates and related policies; meter reading and meter and street locations; water meter removal and installation; conflict-resolution techniques; personal computers and software applications; quality customer-service principles; and safety methods.
Ability to read and interpret applicable codes; identify hazardous situations and take corrective action; interact appropriately with diverse communities and confrontational individuals; follow department processes and regulations; operate standard office equipment, computers, standard software applications, and a two-way radio; use common hand tools and meter box keys; communicate effectively orally and in writing; maintain statistics and write reports; and establish effective working relationships with residents, business owners, contractors, City staff, and supervisors.
When assigned to Business License or Public Works Refuse, obtain PC 832 certification within 12 months of appointment.
When assigned to Public Works Utilities, obtain AWWA Water Use Efficiency Practitioner certification or State Water Resources Control Board Water Distribution Grade D1 certification within 12 months of appointment.
Employees regularly required to drive a City or personal vehicle in the course and scope of work must participate in the DMV Employer Pull Notice program.
City employees are required to perform assigned disaster service worker duties in an emergency or disaster.

Nice To Haves

Experience involving municipal code enforcement and compliance with rules and regulations.
Related experience is desirable.

Responsibilities

Perform and coordinate field inspections for compliance with business licensing requirements, refuse franchise requirements, and municipal codes; schedule inspections and appointments and document findings and violations.
Inspect residential properties, commercial businesses, construction sites, transient businesses, and vacant properties; conduct follow-up investigations and issue notices or citations when appropriate.
Research sources to identify businesses requiring licenses; investigate new, delinquent, or non-compliant businesses and residences; process business licenses, special-use and recycling permits, and licensing fees; and inactivate licenses for closed businesses.
Serve as a liaison among customers, the City, and contractors to identify causes and possible solutions for service issues and questioned municipal service bills, and take corrective action based on findings.
Coordinate with the contracted refuse hauler and City public works, treasury, finance, refuse, and information systems staff to resolve billing and account problems; maintain accounts and calculate credits, debits, and meter-reading adjustments.
Assist with processing utility and refuse collection service applications and discontinuances.
Inspect properties for billing accuracy, including dwelling units, dwelling type, leaks, high usage, meter locations, and service addresses; coordinate meter repairs; turn service on or off; pull meters; and assess applicable fees and damages.
Identify and track certificates of occupancy in developments with master meters to support proper revenue collection.
Assist with customer service, including restoring disconnects, reading meters, and responding to hazards.
Answer questions in person, in writing, and by phone about refuse services and rates, inspections, business licensing requirements, high consumption, and municipal service bills.
Perform coworkers’ or supervisors’ duties as needed to maintain continuity of operations during absences.
Follow applicable safety rules and guidelines; maintain regular attendance; report to work as scheduled; and travel to offsite locations within and outside the City.
When assigned to Public Works Refuse, coordinate and staff information booths at weekend and evening public outreach events, such as neighborhood cleanups and composting workshops.
Perform other related duties as assigned.