Customer Service Specialist - Portsmouth, United States - City of Portsmouth, VA

Description

Salary: $37, $54,662.00 Annually

Location : Portsmouth, VA

Job Type: Full-Time Regular

Job Number: FY

Department: Public Utilities

Opening Date: 05/10/2024

Closing Date: 5/26/2024 11:59 PM Eastern

General Statement of the Job & Essential Functions

GENERAL STATEMENT OF JOB

Under general supervision, this position is responsible for responding to customer concerns and questions regarding water meter readings, cutoffs, claims, meter repairs, billing, and maintenance and repair of meters. Reports to the Office Supervisor.

ESSENTIAL JOB FUNCTIONS

Investigates customer complaints and performs audits and inspections of meter and reading activities to ensure accuracy, transparency, and professional meter reading.

Inspects, calibrates, and oversees the repair of water meters and replaces meter lids, boxes, and cut-off valves.

Inspects for illegal connections to water mains, theft of water, damage to city property, and issues citations for violation of water code to control loss and ensure regulations are followed.

Maintains and optimizes the functionality of the water meter base stations, water meters, and water meter towers.

Monitors and enhances the performance of water meter towers to ensure efficient data collection and transmission to the third-party contractor. Serves as division representative to the contractor by troubleshooting issues related to water meter towers.

Conducts regular assessments and audits to identify areas of improvement.

Develops and provides technical support and training to field staff on the operation and maintenance of water meter infrastructure.

Prepares and/or maintains written records on customer contacts, work orders, meter history, maintenance, repairs, and test results.

Responsible for ensuring the division's compliance with regulatory standards and protocols related to water metering and data transmission.

Keeps abreast of emerging technologies and industry trends and recommends innovative solutions for improving water meter infrastructure efficiency and reliability.

Performs other duties as assigned. Individual assignments will be determined by supervisor based on current workload and department needs.
Knowledge, Skills & Abilities

PERFORMANCE INDICATORS

Knowledge of Work: Has considerable knowledge of water meters and water meter towers. Has basic knowledge of customer services practices and policies. Has general knowledge of the methods and procedures involved in reading meters and recording consumption. Has general knowledge of computer network operations. Has general knowledge of the Public Utilities Department's services, procedures, policies, and regulations. Is able to follow oral and written instructions. Is able to explain policies and procedures governing applications and charges for utility services. Is able to exercise tact and courtesy in frequent contact with customers, and to maintain control when dealing with sensitive issues. Is able to maintain effective working relationships as necessitated by work assignments.

Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains quality communication and interacts within department and division, with co-workers, contractor representatives, and the general public.

Quantity of Work: Maintains effective and efficient output of all duties and responsibilities as described under "Essential Job Functions."

Dependability: Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human, and conceptual areas.

Attendance: Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time-off requests.

Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant, and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.

Judgment: Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Determines or assists in determining alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with minimal errors. Seeks expert or experienced advice and research problems, situations, and alternatives before exercising judgment.

Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified, i.e., poor communications, variance with city policy or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons within the department.

Relationships with Others: Shares knowledge with supervisors and staff for mutual and departmental benefit. Contributes to maintaining high morale among all department employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the general public so as to maintain good will toward the department and project a good departmental image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain good will within the city. Interacts effectively with fellow employees, supervisors, professionals, and the general public.

Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with effective time-management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establishes a personal schedule accordingly. Attends meetings and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings, deadlines and events.

Safety and Housekeeping: Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace.

Education, Experience & Special Requirements

EDUCATION & EXPERIENCE

Requires graduation from high school or the equivalent, and 1 - 2 years of related experience in utility billing, customer service and water meter/tower operations or data analysis, or a related field, or an equivalent combination of education and experience.

SPECIAL REQUIREMENTS

A valid driver's license with an acceptable driving record.

This position requires pre-employment medical evaluation and substance abuse testing and is subject to random alcohol and controlled substance testing.

An acceptable general background check to include a local and state criminal history check along with a sex offender check.

Physical Demands

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements: Must be physically able to operate a variety of office equipment including a computer, copier, and other assigned equipment such as a motor vehicle, water meters, and hand tools, etc. Must be able to exert up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Physical demand requirements are those of Medium Work.

Data Conception: Requires the ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar or divergent from obvious standards) of data, people, or things.

Interpersonal Communication: Requires the ability of speaking and/or signaling people to convey or exchange information. Includes receiving instructions, assignments or directions from superiors.

Language Ability: Requires the ability to read and comprehend a variety of reports. Requires the ability to prepare reports using prescribed formats. Requires the ability to speak with poise, voice control, and confidence.

Intelligence: Requires the ability to apply principles of rational systems to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form.

Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, and to follow oral and written instructions.

Numerical Aptitude: Requires the ability to utilize mathematical formulas; to add, subtract, multiply, divide, utilize decimals, and percentages.

Form/Spatial Aptitude:Requires the ability to inspect items for proper length, width, and shape.

Motor Coordination: Requires the ability coordinate hands and eyes rapidly and accurately in using maintenance equipment.

Manual Dexterity: Requires the ability to handle a variety of items such as maintenance equipment and tools. Must have minimal levels of eye/hand/foot coordination.

Color Discrimination:Does not require the ability to differentiate between colors and shades of color.

Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency situations.

Physical Communication: Requires the ability to talk and hear: (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear.)

AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS

The City of Portsmouth is an Equal Opportunity Employer. ADA requires the city to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss potential accommodations with the employer.

This is a class description and not an individual position description. A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification but is not intended to describe and does not necessarily list all the essential job functions for a given position in a classification.

The city of Portsmouth offers a complete and comprehensive benefit package to full-time employees including: medical, dental, vision, legal, Flexible Spending Accounts, basic and optional life insurance, short-term disability insurance, Virginia Retirement System (includes a mandatory 5% employee contribution), holidays, vacation, sick leave, deferred compensation plan, and Chartway Credit Union. To learn more details, visit

01

Please select the highest level of education completed.

• Less than High School
• High School Diploma or GED
• Some College
• Associates/Vocational/Technical
• Bachelor's Degree or Higher

02

Do you have a valid driver's license with an acceptable driving record?

• Yes
• No

03

Do you have 1-2 years of experience in utility billing, customer service and water meter/tower operations or data analysis?

• Yes
• No

04

Please describe your customer service experience.

05

Do you have experience with water meter reading or billing?

• Yes
• No

Required Question