Job Descriptions

DEFINITION

To perform a wide variety of field duties and assignments for the Utilities Division under the general supervision of the Utilities Supervisor and Customer Service Supervisor. Primary duties include driving a City vehicle and performing water service turn-ons and shut- offs on a daily basis. Employees at this level represent the Utilities Division and perform daily work in the field, provide customer service to individual customers, receive only occasional instruction or assistance as new, unusual or unique situations arise, and are fully aware of the operating procedures and policies within the work unit. The Field Service Technician shall promote the efficient use of the City’s water supply by residential, irrigation, industrial, and commercial customers; investigate and identify compliance issues; and communicate with regulatory agencies as required. The Technician shall perform functions related to public education and enforcement of the City’s water conservation program; receive and resolves customer inquiries concerning the delivery of services, and perform related work as required.

This classification is assigned to the miscellaneous bargaining unit for labor relations purposes and is subject to overtime.

SUPERVISION RECEIVED AND EXERCISED

General supervision is provided by the Utilities Supervisor. Responsibilities may include direct or indirect supervision of part-time or volunteer staff.

ESSENTIAL FUNCTIONS: Duties may include, but are not limited to the following:

• Coordinate with City Finance staff on delinquent accounts, turn on/turn off instructions, non-reads and improper billings.
• Handle a variety of assignments related to accurate meter readings and high utility consumption.
• Investigate and report on utility-related issues, including but not limited to water, sewer and storm water.
• Perform enforcement of federal, state and local regulations pertaining to water, sewer, and storm water regulations
• Meet with and educate City of Turlock customers on water use, sewer system management, and storm water regulations compliance. Discuss and resolve problems and concerns.
• Input data into computer records and generate various reports.
• Respond to public inquiries and complaints regarding water use, sewer system management, and storm water pollution
• Respond to customer requests for advice on setting automatic sprinkler timers.
• Turn on new water services and turn off discontinued services, and delinquencies
• Participate in the enforcement of the State requirements pertaining to water conservation within the City of Turlock’s water system.
• Plan, coordinate, and administer the City’s water conservation with an emphasis on public education and outreach activities.
• Perform related duties as assigned.

MINIMUM QUALIFICATIONS

Knowledge of :

• City services such as basic water, sewer and storm drain, watering schedules, procedures, and processes.
• Proper English usage, spelling, grammar, and punctuation.
• Personal computers and software applications.
• Customer services procedures and the handling of complaints.
• Safe work practices at during the course of work.

Ability to:

• Understand and interpret federal, state and local regulations
• Ability to perform computer related duties as it applies to reporting daily activities and administrative work.
• Perform a wide variety of sensitive and difficult customer service activities.
• Provide field support to the City’s Utilities and Finance divisions.
• Advise on the programming of automatic sprinkler timers.
• Research and evaluate information regarding customer service and payments problems.
• Operate a variety of office equipment.
• Establish and maintain cooperative working relationships with others.

Education:

Possession of a high school diploma or GED certificate.

Experience:

One year of increasing responsible experience in the area of customer service.

LICENSE AND/OR CERTIFICATES

License:

Possession of an appropriate valid California Driver’s license at the time of appointment to be maintained as a condition of continued employment.

Certificates:

Possession of a Water Distribution Operator I Certification issued by the SWRCB within 24 months from date of hire.

Possession of a Work Zone Safety Certificate within 24 months from date of hire.

DESIRABLE QUALIFICATIONS

One year of increasing responsible experience in the area of customer service in water or a related field.

PHYSICAL REQUIREMENTS

Maintain the following physical abilities: see well enough to read, write and make observations; hear well enough to converse on the radio, telephone and in person; be able to speak clearly; body mobility to walk, bend, stand, crouch; normal manual dexterity and eye-hand coordination; ability to lift and move objects weighing up to 50 pounds; operate a vehicle making frequent stops getting in and out of vehicles; use of office equipment including computer, telephone, copier, calculator, fax; and tolerate extreme fluctuations in temperature while performing essential functions of the job.