Service Representative II

City of Bellingham (WA) • Bellingham, WA

44d • $31 - $37

About The Position

We are seeking a skilled and customer-focused professional to join our self-directed team responsible for monitoring automated meter reading (AMR) systems, analyzing data, resolving customer consumption issues, and ensuring accurate reporting and system performance. Positions assigned to this classification serve as members of a self-directed work team and perform skilled water utility customer service functions and collection, transfer, reporting and analysis of meter and automated read collection information. Monitors multiple automated meter reading (AMR) systems and software applications, analyzes data to perform problem resolution, reviews application performance, and recommends best placement and field application techniques. Resolves customer consumption issues and data and information management issues.

Requirements

• Two years of experience or training using multiple computer software programs for data collection, record keeping, data processing, spreadsheets, reporting and data analysis required.
• One year of college or technical training of general education course work toward a degree at an accredited college or university may be substituted for up to one year of experience using multiple computer software programs for data collection, record keeping, data processing, spreadsheets, reporting and data analysis.
• Two years of experience providing direct service to the public required.
• Valid Washington State driver's license and good driving record. Candidates must submit a three-year driving abstract prior to hire.
• Verification of ability to work in the United States by date of hire.
• Employment contingent upon passing a criminal convictions check and child and vulnerable adult abuse records check (see Fair Hiring Practices below).
• Successful completion of continuing education studies, workshops, and other training as identified by the department to keep up on procedures, appropriate methods, and technology.

Nice To Haves

• Experience with automated meter reading systems or Public Works water utilities preferred.

Responsibilities

• Maintains accurate records in the utility billing and asset and work management systems regarding meters, meter readings, read estimates, work orders, and water service information. Reviews meter install and exchange work orders to appropriately update records. Creates, recommends and generates preventative maintenance task work orders that support continued meter operation and meter box maintenance.
• Performs daily audits of meter readings. Diagnoses, trouble-shoots, and resolves meter reading anomalies. Including operation of software related to AMR. Generates AMR system diagnostics and read summaries to conduct analysis of read accuracy and system performance.
• Verifies meter readings to diagnose meter and AMR malfunctions. Recommends and/or provides meter, register, and AMR repair and replacements. Reports all damaged or tampered items found in the field to the water maintenance staff. Interacts and coordinates with vendors, radio technicians, IT personnel, and water department staff to ensure accurate performance of the meter and AMR system. Recommends AMR placement, tests and validates equipment and software.
• Provides training and written procedural documentation regarding the installation, programming, trouble shooting and operation of AMR technology, meter reading and route processing functions. Give direction and technical assistance to the Service Representative I and water crews in regards to meter reading and AMR technology.
• Generates reports and provides analysis of data to determine accuracy of water usage and potential customer leaks. Coordinates customer field visits and sends leak notifications and other materials regarding water use. Informs customers on water conservation matters and provides information on leak detection methods.
• Prepares statistical reports, graphs, charts, and geographical representation of meter and water service-related information. Provides field verification and detailed drawings of meter and water service locations for GIS mapping.
• Responds to designated customer, Finance Department, or other water utility commercial, industrial, and residential calls. Reviews account information including history, service changes, exception reports, and other data. Refers or initiates customer service communication calls and plans appropriate visits such as field checks for vacant and pending accounts or other assigned activities.
• Performs water utility billing and customer service team functions such as job planning, scheduling, coordination, and review activities. Establishes meter reading routes, route reorganizations, and reading schedules to improve work efficiency and meet billing deadlines.
• Performs all of the Service Representative I duties in order to perform meter readings, re-reads and customer service tasks as needed.
• Provides day-to-day direction and work assignments to Service Representative I position.

Benefits

• 10 hours of vacation leave per month, with increased accrual over time
• 12 paid holidays + 1 floating holiday per year
• 8 hours sick leave accrued monthly
• Medical, dental, and vision insurance for employees and their families
• Life insurance and long-term disability coverage
• Flexible spending accounts and medical insurance opt-out program
• Access to an Employee Assistance Program (EAP)
• Washington State Retirement plan (DRS) for retirement security
• Optional 457 deferred compensation (Retirement Savings Plan) with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: No Education Listed