Customer Service Investigator (Customer Service)

Grade 17 - Starting hourly rate: $22.94. Rate of pay depends on qualifications.

Job Description

JOB SUMMARY

The Customer Service Investigator performs a variety of service functions including irrigation system reviews, investigating possible theft, and ensuring accuracy in billing of accounts for water and wastewater customers. The Customer Service Investigator determines the causes of customer billing problems, performs residential and commercial water audits, submits work orders to correct meter problems and is responsible for testing associated equipment and assets.

ESSENTIAL FUNCTIONS

All Specialties

• Compiles and analyzes data to resolve complex billing situations.
• Provides information to customers about SAWS Customer Service Billing System, Operations, Production, Water Quality, Affordability, and Conservation programs.
• Investigates billing, pressure, seepage, crossed meters, belted services, cross connections, water theft and meter concerns initiated by Engineering, Production, Distribution, Counter Services, Quality Control, or Customer Service.
• Recommends enforcement activity, as required.
• Identifies discrepancies in customer accounts that require research.
• Researches and verifies illegal connections.
• Responds to difficult customer relations situations involving upset and dissatisfied customers and takes action to resolve complaints with sensitivity and good judgment.
• Terminates/reinstates service as required.
• Performs other duties as assigned.

Water Specialty

• Conducts water conservation audits of residential and commercial irrigation systems.
• Provides information on water conservation techniques, equipment improvements and other methods of achieving more efficient water use.
• Observes, investigates, documents, reports, and bills for the theft of water.
• Answers questions, communicates adjustment procedures, explains SAWS policies and regulations, and educates customers regarding investigation findings.
• Conducts or monitors tests of fire hydrants, water mains, meters, and other services.
• Collects payments for fire hydrant flow tests.
• Reviews, researches, and investigates consumption information including automated meter data, work order data and Meter Reading reports.
• Performs billing adjustments to ensure accurate and appropriate customer billing.
• Field tests meters for accuracy.
• Develops and implements a schedule of sites to be observed.
• Installs, troubleshoots, and repairs problems with automated meters and related devices.
• Performs other duties as assigned.

DECISION MAKING

• Works under limited supervision.

MINIMUM REQUIREMENTS

• High School Diploma or GED.
• Three years' experience conducting SAWS field investigations, customer service or conservation related field activities.
• Valid Class "C" Texas Driver's License.
• Ability to work regularly scheduled shifts within SAWS' hours of operation including the training period where lunches and breaks are scheduled. Depending on business needs, the department has the flexibility to adjust an employee's regular schedule and may require overtime and/or weekend work.

PREFERRED QUALIFICATIONS

• Experience working with a customer service billing system.
• Extensive experience reading meters and/or working with water lines and meter connections.
• Bilingual in English/Spanish.
• For Wastewater area of specialty, Class "D" Texas Wastewater Treatment Plant Operator License.

JOB DIMENSIONS

• Knowledge of SAWS meter operations field practices.
• Knowledge of SAWS safety practices.
• Basic PC Skills including Microsoft Office Suite and Outlook.
• Skill in the use of materials, tools, and equipment commonly used in construction, maintenance or repair of a water distribution/wastewater collection system.
• Excellent problem solving and reasoning skills.
• Excellent interpersonal management and communications skills.
• Ability to self-direct and operate autonomously.
• Ability to apply principles of hazardous gas and chemical monitoring safety.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Physical requirements include lifting at least minimum of 50 lbs. Subject to standing, sitting, walking, climbing, bending, crawling, squatting, kneeling, and working in cramped and strained positions for long periods of time to perform job scope.

Working conditions are primarily in extreme outside weather conditions, exposed to wet and or humid conditions, wastewater, mechanical, electrical, chemical, confined space, slippery, uneven surfaces, excessive noise; heavy traffic; deep excavations; and animals, snakes and poisonous insects. Operates company vehicle on a daily basis.

May be required to work hours other than the regular daytime schedule, such as weekends, shift work, overtime and on-call duty.