Customer Service Field Representative

Job Posting

This position is open until filled. The first review of applications will take place on March 23, 2026, and every eight days thereafter until the position is filled. Minimum Qualifications will be verified on Application and Resume submitted.

Summary Under basic supervision, this job classification performs a variety of specialized customer service tasks in reference to water, wastewater, and sanitation services for the Public Works and finance Department; terminates closed account services, resolves invoice and service complaints and disseminates water conservation and recycling program information.

Essential duties and responsibilities may include, but are not limited to, the following:

• Performs work as directed by departments work orders, and in compliance with City code, regulations, policies and procedures; connects and disconnects utility service.
• Responds to customer inquiries and complaints concerning utility service policy, regulations, rates charged, past-due collections, and other related water service issues.
• Assists customers in reviewing account information and water consumption trends, answer inquiries, discusses conservation methods and resolve complaints.
• Reports any visible leaks, damages or abnormal conditions and submits service repair orders.
• Observes and reports any utility service problems and potential problems, including service irregularities. Determines urgency and responsibility for repairs, notifies appropriate person.
• Performs basic customer service tasks, including meter checks.
• Updates and maintains records and technical documents, gathers, complies and evaluates data.
• Utilizes proper safety precautions in all work performed, reports problems and emergency situations.
• Operates and maintains vehicles and equipment in accordance with all safety regulations and procedures; identifies and reports vehicle problems requiring additional repair.
• Supports the relationship between the city and the public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and city staff; promotes the City goals and priorities and complies with all City policies and procedures.
• Maintains absolute confidentiality of work-related issues and City information; performs other duties as required or assigned.

Minimum Qualifications:

• High School Diploma or GED equivalent.
• Three (3) years of customer service in a public service capacity, report writing, OR an equivalent combination of education, training and experience; submitting repair orders for water or wastewater utilities is preferred
• One (1) year of computer experience with data entry and updating and maintaining records.
• Bilingual (English/Spanish) required.

Knowledge of:

• City policies and procedures.
• Tools and equipment used in water utility service and customer response procedures.
• City policies governing public utilities, safety protocol, customer service, and emergency response.
• Record keeping and file maintenance procedures.
• Safe work practices, occupational hazards and safety precautions.
• City geography, traffic patterns, streets, landmarks, and facility locations.

Skill in:

• Interpreting and applying City code, regulations, policies and procedures.
• Data collection and analysis, and mathematical calculations.
• Following safe work practices, and verbal and written instructions
• Establishing and maintain cooperative working relationships with co-workers and the public.
• Operating a personal computer utilizing standard and specialized software.
• Communicating effectively verbally and in writing.

License and Certification Requirements: A valid United States Driver's License is required.

Physical Demands and Working Environment: Work is performed indoors and outdoors; in all types of weather, walking long distances and frequently required to bend, reach, and stoop; required to perform moderate physical work and lift objects up to 50 pounds.