Service Representative I

Hernando County, Florida BOCC • Brooksville, FL

3d • Onsite

About The Position

The Service Representative I is responsible for performing a variety of field service and customer support functions related to Hernando County’s water utility operations. This position operates an assigned service route and completes daily work orders involving the activation and disconnection of water services, installation and removal of meter locks, water meter readings and re-reads, and basic meter testing and inspection activities. The employee responds to customer service requests and assists in resolving utility concerns, including high consumption inquiries, meter discrepancies, and service interruptions, while providing professional and courteous customer service. Additional responsibilities include accurately documenting completed work orders, recording meter data, identifying irregularities or potential service issues, and preparing daily activity reports using utility management systems and handheld devices. Work is performed independently in the field under general supervision of the Service Representative Supervisor.

Requirements

• High School graduate or equivalent (GED).
• One (1) year in customer service or related field.
• Must possess and maintain a valid Florida driver’s license with a good driving record as defined by current insurance carrier.
• NIMS certification 100, 200, and 700.
• Must be able to demonstrate good customer service.
• Knowledgeable with computers and technology.
• Ability to read and write and knowledge of basic arithmetic are essential for this position.
• Ability to effectively and professionally communicate with customers and co-workers.
• Knowledge of street locations and the ability to read maps.
• Requires walking, stooping, squatting, kneeling, bending.
• lifting, digging, carrying light to moderate weight, using hand tools in confined areas.
• Good near vision, often in low light areas, as well as good distance vision for driving are required.
• Good hearing and speaking ability for talking to customers and over mobile radio.
• Must be able to lift 20 pounds.

Responsibilities

• Reads and records water meter readings on assigned read routes in accordance with established meter-reading procedures.
• Takes necessary corrective action upon finding a leak at the meter per departmental procedures.
• Performs scheduled delinquent service turn-off duties including turning water service off for non-payment, returning to restore service to same service location.
• Provides routine maintenance to meter boxes including locating, cleaning, raising, lowering, and replacing meters lids.
• Investigates customer service complaints, takes appropriate corrective action, records results and reports findings, as required.
• Assists with the investigation of possible meter reading errors and determines and coordinates with data entry personnel any account adjustments necessary as a result of confirmed incorrect readings.
• Performs meter-accuracy tests, records results and advises the customer and office staff of results.
• Identifies and reports unauthorized connections or usage; investigates reports of unauthorized connections or usage; and discontinues service, when required.
• Promotes good customer relations by showing customer how to: read their water meter; calculate their usage when irrigating or using water for other purposes; check for water leaks; determine what range their average water usage for irrigating their yard and in their home should be; and how to conserve on water usage.
• Informs customers of suspected leaks and/or leaves a door tag.
• Performs on call duties as assigned.
• Regular attendance.
• County employees are required to report for work during a state of emergency and are subject to recall around the clock for emergency response operations which may include duties other than those specified in this job description.

Benefits

• Pay rates are based on policy, education, skill, experience level and internal equity.
• Preference in appointment will be given to preference-eligible applicants.
• Hernando County Board of County Commissioners (BOCC) is an Equal Opportunity Employer and does not discriminate on the basis of sex, race, color, religion, gender, orientation, national origin, age, marital status, veteran status, genetic information, pregnancy, disability, or any other protected characteristic as defined by law.
• Hernando County is a Drug-Free workplace.
• All employees are subject to drug testing in accordance with Federal and Florida State Law.
• Applicants requiring reasonable accommodations as defined by the Americans with Disabilities Act, must provide notification to the BOCC in advance to allow sufficient time to provide an accommodation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED