Field Service Technician

REPORTS TO:Field Service Supervisor
FLSA STATUS: NonExempt
CLASSIFICATION: Personnel System; Requires satisfactory completion of a six month probationary period.
PAY GRADE:109
SAFETY SENSITIVE: Yes; Subject to random drug testing per the AthensClarke County Drug and Alcohol Ordinance.

Purpose of Job.

The purpose of this job is to perform work orders associated with initiation of water services for new accounts termination of accounts due to customer moves nonpayment and high water bill complaints. Investigate and research all Service orders generated by the Advance Metering Infrastructure (AMI) Systems such as leak detection tamper detection and no use detection. Perform collections/clerical functions associated with pursuing payment of delinquent account balances by the disconnection at the meter for water service and door hanger notices to pay pending disconnection of service. Duties and responsibilities include but are not limited to: connecting and disconnecting water services; investigatingcustomer high bill complaints; verifying meter readings to ensure accurate billings; providing information to customers; preparing work orders; and performing additional tasks as assigned.

Job Related Requirements

WORK SCHEDULE:Monday Friday 8am to 5pm. Subject to call back.

May be required to work on religious holidays weekends and overtime.

Regular and predictable attendance is required.

Must work cooperatively with others.

When requirements include vehicle operation responsible for the safety readiness and operation of the vehicle andmust abide by ACCs safe driving policy.

High school diploma or equivalent with one 1 year of meter reading customer service collections billing computer operations or related experiencerequired; or any equivalent combination of education training and experience which provides the requisiteknowledge skills and abilities for this position.

Must possess a valid drivers license.

The following duties are normal for this job. These are not to be construed as exclusive or allinclusive. Otherduties may be required and assigned.

Collects daily orders from the office for service cutoffs for nonpayments customer move outs turnons rechecks for meter reading verification meter and MIU numbers and final readings.

Schedule appointments for field service termination and meetings with the customer to explain and trouble abnormal water usage.

Assist the customer by explaining the functions of the AMI System and what the various symbols on the meter register represent regarding water usage.

Monitors accounts that had service terminated previously by utilizing AMI generated reports.

Collects overdue accounts via telephone written notices door hangers and/or field visits to account locations.

Processes all returned mail; initiates corrective action by correcting mailing address. Research accounts whose mail has been returned and is delinquent by field verification of vacancy so the account can be finalized.

Monitors accounts with returned bills pay extensions pay agreements bankruptcies returned checks etc.; performs followup activities as needed; maintains records of unresolved accounts.

Ensures accuracy of financial reports documenting collections; reviews documentation to confirm delinquency status (e.g. verify no restrictions such as medical conditions requiring water to sustain life bankruptcy and payment extensions etc. prior to pursuing collections.

Investigates attempts to fraudulently obtain water service or to avoid payment of charges incurred at other addresses and theft of services.

Tracks and maintains records of bankruptcy and reorganization plans; takes appropriate action to minimize revenue losses and safeguard the government from legal actions.

Connects and disconnects water services for customers as directed.

Rereads meters as requested by customers or staff to ensure accurate billings; verifies meter water service asrequired.

Records daily work activities for permanent records.

Responds to emergency service calls when assigned standby duty.

Advises customers of water business policies operating procedures and charges

Notifies and monitors unsigned water users of the need to apply for an account.

Records water meter data utilizing a portable electronic meter reading device.

Assures that assigned vehicle is properly maintained.

Prepares meter maintenance work orders for processing by Meter Management section staff. i.e. bad dial leak at meter and remove meter for nonpayment etc.

Prepares and/or receives various forms reports or other documentation; completes processes and/or forwards asappropriate; maintains records.

Responds to routine requests for information from officials employees members of the staff the public or otherindividuals.

Reports observed irregularities to proper government department (e.g. water leaks broken meter boxes damagedregisters possible sewer problems accidents downed power lines etc.

Assists Meter Readers with reading meters as needed.

Responds to emergency service and standby calls as required.

Performs other duties as assigned.

Knowledge Skills and Abilities

Knowledge of the policies procedures and activities of the Public Utilities Department as they pertain to theperformance of duties relating to the position of Field Service Technician.

Knowledge of and the ability to explain to the customer the operations of the AMI System reports and functions of the AMI meters and other AMI hardware.

Knowledge of Water Business Utility Billing specialty software.

Knowledge of and the ability to explain the complex Water Conservation tiered water and wastewater rate structure.

Knowledge of the terminology used within the department.

Knowledge of unified government and departmental policies and procedures pertaining to the connection anddisconnection of water service and the reading of meters.

Knowledge of the locations of unified government area streets and water meters.

Knowledge of the mechanical functions of water meters and of electronic meter reading recording equipment.

Skill in basic mathematics and oral communication.

Skill in reading water meters and determining if a water meter is operating properly or is defective.

Skill in using such tools as cutoff keys and devices to lock and block meters.

Skill in utilizing various software programs relevant to the position.

Ability to compile organizes prepare and maintain an assortment of records reports and information in an effectivemanner and according to departmental and/or governmental regulations.

Ability to communicate effectively with supervisors and other staff members.

Ability to use independent judgment in routine and nonroutine situations.

Ability to handle required mathematical calculations.

Ability to utilize and understand computer applications and techniques as necessary in the completion of dailyassignments.

Ability to plan organize and/or prioritize daily assignments and work activities.

Ability to comprehend and apply regulations and procedures of the department.

Ability to operate various machinery and equipment including a utility vehicle computer and portable processorprinter calculator copier twoway radio and telephone.