Field Service Supervisor (Public Utilities)

REPORTS TO: Operations Coordinator
FLSA STATUS:Exempt - Executive
CLASSIFICATION: Personnel System; Requires satisfactory completion of a six-month probationary period.
PAY GRADE: 116
SAFETY SENSITIVE: No

Purpose of Job

The purpose of this job is to perform supervisory functions associated with field customer service operations the coordination of daily field service work orders for initiation of water services for new accounts and termination and accounts due to customer moves and high water bill complaints. All Service Orders generated by the Advance Metering Infrastructure (AMI) Systems such as leak detection tamper detection and no use detection. Monitors the number of delinquent account Service Orders and coordinates the disconnection of delinquent accounts for non-pay or door hanger notices to pay pending disconnection Service Orders. Duties and responsibilities include but are not limited to: supervising field service operations and after hours on call personnel; responding to customer complaints problems and requests; supervising assigned staff; and performing additional tasks as assigned.

Job Related Requirements

High school diploma or equivalent with two years of customer service and/or computer operations at a supervisorylevel required; or any equivalent combination of education training and experience which provides the requisiteknowledge skills and abilities for this job.

Two years of supervisory experience required.

Must possess a valid drivers license.

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

Supervision and Leadership
Supervises and evaluates assigned Field Service staff including assigning work addressing performance issues coaching and conducting employee performance appraisals.

Directs daily field operations including coverage areas delinquent account coordination and after-hours staffing.

Schedules and ensures field service personnel are available for emergency and stand-by calls after hours.

Oversees preventive maintenance and inventory for assigned vehicles and equipment.

Operational Oversight
Leads field staff in completing service orders for initiating new water service terminating existing service issuing delinquent door hangers disconnections and service reinstatements.

Ensures all service orders are completed accurately efficiently and within established timeframes.

Manages the addition of new meters to the utility billing system ensuring correct assignment to billing cycles and routes.

Provides assistance locating meters and verifying field data as needed.

Reviews route reports service order logs and related documentation for completeness and accuracy.

Customer Service and Issue Resolution
Responds to customer complaints and escalated service issues from field staff.

Conducts on-site inspections and provides explanations of departmental policies procedures and billing processes.

Answers telephones provides information and directs inquiries to appropriate personnel.

Responds to routine requests for information from employees officials and the public.

Advanced Metering Infrastructure (AMI) Coordination
Serves as liaison to Meter Management for coordination troubleshooting and issue resolution.

Reviews AMI alerts (e.g. leak tamper and no-use) and ensures follow-up service orders are created and completed.

Verifies switched or crossed meters collaborates with the AMI Analyst to make corrections in the billing system and notifies the Operations Coordinator for review and adjustments as needed.

Administrative Responsibilities
Reviews processes and maintains reports correspondence and other operational documentation.

Ensures records and data are accurately entered stored and forwarded to appropriate departments.

Maintains regular communication with supervisors and administrative staff to coordinate field activities with office operations.

Other Duties
Responds to emergency service calls when on standby rotation.

Performs additional duties as assigned to support overall Water Business Office operations.

(ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIREDTO PERFORM ESSENTIAL JOB FUNCTIONS

PHYSICAL REQUIREMENTS:Must be physically able to operate a variety of machineryand equipmentincluding a utility vehicle computer and portable processor calculator copier two-way radio and telephone. Mustbe able to use body members to work move or carry objects or materials. This position requires: walking standing bending stooping pushing pulling lifting fingering grasping feeling seeing talking hearing and repetitivemotions. Must be able to exert up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently. Physical demand requirements are at levels of those of medium work.

DATA CONCEPTION:Requires the ability to compare and or judge the readily observable functional structuralor compositional characteristics (whether similar to or divergent from obvious standards) of data people or things.

INTERPERSONAL COMMUNICATION: Requires ability to hear speak and/or signal people to convey orexchange information. Includes giving/receiving assignments and/or directions to/from co-workers assistants orsupervisors.

LANGUAGE ABILITY: Requires ability to read a variety of informational documentation directions instructionsand methods and procedures. Requires the ability to prepare letters memos reports etc. using prescribed formatsand conforming to all rules of punctuation grammar diction and style. Requires the ability to speak to individuals and/or to groups of people with poise voice control and confidence.

INTELLIGENCE: Requires the ability to learn and understand relatively complex principles and techniques; toacquire and be able to expound on knowledge of topics related to primary occupation; and to make independentjudgment in the absence of management.

VERBAL APTITUDE: Requires the ability to record and deliver information to explain procedures and to followoral and written instructions. Must be able to communicate effectively and efficiently in a variety of administrativetechnical or professional languages including public utilities and radio dispatching terminology.

NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiplyand divide; determine percentages; perform calculations involving variables formulas square roots andpolynomials.

FORM/SPATIAL APTITUDE:Requires the ability to inspect items for proper length width and shape visuallywith a variety of machinery and equipment including a utility vehicle computer and portable processor calculatorcopier two-way radio and telephone.

MOTOR COORDINATION:Requires the ability to coordinate hands fingers and eyes accurately in usingequipment. Requires the ability to use the keyboard lift bend push and pull objects or materials using body partsas the position necessitates.

MANUAL DEXTERITY: Requires the ability to handle a variety of items such as automated office equipmentoffice supplies and hand tools. Must have the ability to use one hand for twisting or turning motion whilecoordinating other hand with different activities. Must have moderate levels of eye/hand/foot coordination.

COLOR DISCRIMINATION: May require the ability to differentiate between colors and shades of color.

INTERPERSONAL TEMPERAMENT:Requires the ability to deal with people beyond giving and receivinginstructions. Must be adaptable to performing under minimal stress when confronted with an emergency.

PHYSICAL COMMUNICATION:Requires the ability to talk and/or hear: (Talking -expressing or exchangingideas by means of spoken words). (Hearing - perceiving nature of sounds by ear). Must be able to communicate viatelephone and two-way radio.