Field Service Technician / Public Utilities

Unified Government of Athens-Clarke County•Athens, GA

2d•Onsite

About The Position

The purpose of this job is to perform work orders associated with initiation of water services for new accounts, termination of accounts due to customer moves, non-payment and high water bill complaints. Investigate and research all Service orders generated by the Advance Metering Infrastructure (AMI) Systems such as leak detection, tamper detection and no use detection. Perform collections/clerical functions associated with pursuing payment of delinquent account balances by the disconnection at the meter for water service, and door hanger notices to pay pending disconnection of service. Duties and responsibilities include, but are not limited to: connecting and disconnecting water services; investigating customer high bill complaints; verifying meter readings to ensure accurate billings; providing information to customers; preparing work orders; and performing additional tasks as assigned.

Requirements

High school diploma or equivalent, with one (1) year of meter reading, customer service, collections, billing, computer operations, or related experience required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position.
Must possess a valid driver's license.
Knowledge of the policies, procedures, and activities of the Public Utilities Department as they pertain to the performance of duties relating to the position of Field Service Technician.
Knowledge of and the ability to explain to the customer the operations of the AMI System, reports and functions of the AMI meters and other AMI hardware.
Knowledge of Water Business Utility Billing specialty software.
Knowledge of and the ability to explain the complex Water Conservation tiered water and wastewater rate structure.
Knowledge of the terminology used within the department.
Knowledge of unified government and departmental policies and procedures pertaining to the connection and disconnection of water service and the reading of meters.
Knowledge of the locations of unified government area streets and water meters.
Knowledge of the mechanical functions of water meters and of electronic meter reading recording equipment.
Skill in basic mathematics and oral communication.
Skill in reading water meters and determining if a water meter is operating properly or is defective.
Skill in using such tools as cut-off keys and devices to lock and block meters.
Skill in utilizing various software programs relevant to the position.
Ability to compile, organizes, prepare and maintain an assortment of records, reports and information in an effective manner and according to departmental and/or governmental regulations.
Ability to communicate effectively with supervisors, and other staff members.
Ability to use independent judgment in routine and non-routine situations.
Ability to handle required mathematical calculations.
Ability to utilize and understand computer applications and techniques as necessary in the completion of daily assignments.
Ability to plan, organize and/or prioritize daily assignments and work activities.
Ability to comprehend and apply regulations and procedures of the department.
Ability to operate various machinery and equipment including a utility vehicle, computer and portable processor, printer, calculator, copier, two-way radio, and telephone.
Must be physically able to operate a variety of machinery and equipment including a utility vehicle, computer and portable processor, printer, calculator, copier, two-way radio, and telephone.
stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing, and repetitive motion.
Must be able to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently.
Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.
Requires the ability to hear, speak and/or signal people to convey or exchange information. Includes receiving assignments and/or directions from co-workers, assistants or supervisors.
Requires the ability to read a variety of informational documentation, directions, instructions, methods and procedures.
Requires the ability to prepare reports, forms, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style.
Requires the ability to speak to individuals with poise, voice control, and confidence.
Requires the ability to learn and understand relatively basic principles and techniques; to acquire and be able to expound on knowledge of topics related to primary occupation; and to make independent judgment in the absence of management.
Requires the ability to record and deliver information, to explain procedures, and to follow oral and written instructions.
Must be able to communicate effectively and efficiently in a variety of administrative, technical or professional languages including terminology related to public utilities, billing, and radio dispatching.
Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages; perform calculations involving variables, formulas, square roots, and polynomials.
Requires the ability to inspect items for proper length, width, and shape, visually with a variety of machinery and equipment including a utility vehicle, computer and portable processor, printer, calculator, copier, two-way radio, and telephone.
Requires the ability to coordinate hands, fingers, and eyes accurately in using equipment.
Requires the ability to use the keyboard, lift, bend, push, and pull objects or materials using body parts as the position necessitates.
Requires the ability to handle a variety of items such as automated equipment, office supplies, and hand tools.
Must have the ability to use one hand for twisting or turning motion while coordinating other hand with different activities.
Must have moderate levels of eye/hand/foot coordination.
May require the ability to differentiate between colors and shades of color.
Requires the ability to deal with people beyond giving and receiving instructions.
Must be adaptable to performing under minimal stress when confronted with an emergency.
Must be able to communicate via two-way radio.

Nice To Haves

Subject to random drug testing per the Athens-Clarke County Drug and Alcohol Ordinance.

Responsibilities

Collects daily orders from the office for service cut-offs for non-payments, customer move outs, turn-ons, rechecks for meter reading verification, meter and MIU numbers and final readings.
Schedule appointments for field service termination and meetings with the customer to explain and trouble shoot abnormal water usage.
Assist the customer by explaining the functions of the AMI System and what the various symbols on the meter register represent regarding water usage.
Monitors accounts that had service terminated previously by utilizing AMI generated reports.
Collects overdue accounts via telephone, written notices, door hangers and/or field visits to account locations.
Processes all returned mail; initiates corrective action by correcting mailing address.
Research accounts whose mail has been returned and is delinquent by field verification of vacancy so the account can be finalized.
Monitors accounts with returned bills, pay extensions, pay agreements, bankruptcies, returned checks, etc.; performs follow-up activities as needed; maintains records of unresolved accounts.
Ensures accuracy of financial reports documenting collections; reviews documentation to confirm delinquency status (e.g., verify no restrictions such as medical conditions requiring water to sustain life, bankruptcy and payment extensions, etc.) prior to pursuing collections.
Investigates attempts to fraudulently obtain water service or to avoid payment of charges incurred at other addresses and theft of services.
Tracks and maintains records of bankruptcy and reorganization plans; takes appropriate action to minimize revenue losses and safeguard the government from legal actions.
Connects and disconnects water services for customers as directed.
Re-reads meters as requested by customers or staff to ensure accurate billings; verifies meter water service as required.
Records daily work activities for permanent records.
Responds to emergency service calls when assigned stand-by duty.
Advises customers of water business policies, operating procedures, and charges
Notifies and monitors unsigned water users of the need to apply for an account.
Records water meter data utilizing a portable electronic meter reading device.
Assures that assigned vehicle is properly maintained.
Prepares meter maintenance work orders for processing by Meter Management section staff. i.e. bad dial, leak at meter and remove meter for non-payment etc.
Prepares and/or receives various forms, reports, or other documentation; completes, processes, and/or forwards as appropriate; maintains records.
Responds to routine requests for information from officials, employees, members of the staff, the public or other individuals.
Reports observed irregularities to proper government department (e.g. water leaks, broken meter boxes, damaged registers, possible sewer problems, accidents, downed power lines, etc.)
Assists Meter Readers with reading meters as needed.
Responds to emergency service and stand-by calls as required.
Performs other duties as assigned.