Customer Service Field Inspector

Marin Municipal Water District | Corte Madera

Salary Range: $5,192 - - $6,271 per month
Open Date: 11/29/2017
Close Date: 12/13/2017

Position Description

POSITION DESCRIPTION
The District has one open, full-time position for Customer Service Field Inspector in the Customer Service Department of the Administrative Services Division. Interested persons must submit a completed District application and supplemental questionnaire responses to the Human Resources Department no later than the filing deadline.

DEFINITION
Under general supervision, performs a variety of standard to difficult field service inspections and customer complaint resolution; and to do related work as required.

DISTINGUISHING CHARACTERISTICS
This customer service class is primarily assigned to field work which includes driving to multiple service addresses within the District and performing field inspection duties. Incumbents also perform office research and customer service support activities, often in preparation to performing their field inspection functions. Routinely, Customer Service Field Inspectors may be called back to work outside of their normal work schedule as needed, which may include regular days off. This position may also require the need to support Customer Service and Meter Operations duties as needed.

EXAMPLES OF DUTIES

Typical duties may include but are not limited to the following:

• Performs field inspections relating to meter rereads and testing and field pressure tests;
• Researches customer account problems, evaluates alternatives and recommends or effects solutions, depending upon the level of the problem;
• Manually turns water on or off as directed; removes meters;
• Reports the need for replacement or repair or potential hazards such as broken meter box lids;
• Answers difficult and complex questions regarding customer high and low billings, meter leaks, off-service water usage, interconnected services and related problems;
• Researches automated and hard-copy customer account records in the office; uses such information to support investigations;
• Completes a variety of forms and correspondence based on standard formats;
• Drives a motor vehicle in the course of the work;
• Uses a personal computer and related software to enter, access and update information and produce hard copy data;
• Follows applicable safety rules and regulations;
• Uses a variety of field equipment in the course of the work;
• May assist other field staff in responding to water system leaks and other field emergencies.

Position Qualifications

QUALIFICATIONS FOR EMPLOYMENT

Knowledge of:

• Policies and techniques for dealing with the public, particularly in situations where the customer may be angry;
• Basic operation and maintenance of water meters and related connections;
• Field inspection methods and techniques;
• Safety practices and procedures related to field service work;
• Computer applications related to the work; such as mapping and routing software
• Office administrative practices and procedures;
• Record keeping principles and practices;
• Correct business English, including spelling, grammar and punctuation;
• Techniques for dealing with the public, in person and over the telephone.

Ability to:

• Interpret, apply and explain policies and procedures related to the District and customer service work;
• Work independently to complete assigned tasks within given time constraints and with minimal supervision.
• Recommends improvements to departmental policies and procedures to improve service effectiveness and staff resource allocation;
• Make accurate arithmetic calculations;
• Maintain accurate customer accounting and office records and files;
• Accurately input customer data into system of record;
• Prepare clear and concise reports, correspondence and other written materials;
• Use initiative and independent judgment within established procedural guidelines;
• Perform basic meter maintenance and repair;
• Establish and maintain effective working relationships with those contacted in the course of the work;
• Deal effectively with the public, in person and over the telephone;
• Multi-task, organize own work, set priorities and meet deadlines;
• Drive a vehicle.

Training and Experience: Any combination equivalent to experience and education that could likely provide the required knowledge and abilities would be qualifying. A typical way to obtain the knowledge and abilities would be:

• Graduation from high school and one year of work experience dealing with the public and maintaining customer accounts or similar records, plus a demonstrated ability to perform mechanical repair and maintenance.

Other Requirements
• Per California Government Code, Title 1, Division 4, Chapter 8, Section 3100 “all public employees are hereby declared to be disaster service workers subject to such disaster service activities as may be assigned to them by their superiors or by law.”
• Willingness to wear prescribed uniform;
• may be required to work irregular hours and on an "on call" basis for emergencies.
Licenses and/or Certifications
• Possession of an appropriate California driver's license issued by the State Department of Motor Vehicles and satisfactory driving record.
Physical Demands and Working Conditions

During the course of performing job duties the employee will need the mobility to work in a standard office setting, operate equipment, which may include office and/or field equipment, or specialized instruments or tools requiring repetitive arm/hand movement and/or the coordinated movement of more than one limb simultaneously; enter and retrieve data from personal computers and terminals via keyboards which is often performed while sitting for extended periods of time. The employee frequently stands, walks, bends at neck and waists, twists at neck and waist, uses simple and power grasping with both hands, uses fine manipulation of both hands and fingers, and requires use of the arms above the shoulder, climb or balance; stoop, kneel or crouch. While working in the field the employee may walk on uneven or un-level ground surfaces such as hills, slopes, ditches or trenches, on or in tanks, and may work at heights up to ten to twelve feet climbing ladders or stairs. The employee uses upper body, arms and shoulders to turn valves, lift meter lids, dig with shovel to remove dirt and debris from meter box. On a daily basis, the employee is required to lift and carry short distances, objects such as tools or equipment weighing up to 10-25 pounds. This position requires that the employee demonstrate adequate hearing and speech to converse in person and over the telephone, and vision to read printed materials and use a computer screen. In order to drive, individuals must be physically capable of operating the vehicles and equipment safely.

The noise level in the work environment is quiet to moderate noise. The employee is exposed to outdoor temperature, humidity, wetness and dust. The position may require the ability to work overtime and weekends as needed. Routinely, Customer Service Field Inspectors may be called back to work outside of their normal work schedule as needed which may include regular days off.

To be successful in this job, an individual must be able to satisfactorily perform each of the listed duties. These duties are representative of the knowledge, skill and/or ability required for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the duties and functions of the position. Requests for reasonable accommodation should be directed to the Human Resources Manager.

How to Apply

APPLICATION AND SELECTION PROCESS To be considered for this career opportunity, applicants must submit the following information to the Human Resources Department by the filing deadline shown on this announcement: a. Properly completed District application. Clearly state the title of the position for which you are applying. b. Supplemental application. The attached page of supplemental questions will be a primary tool in evaluating qualifications for this position. The responses will be evaluated along with the completed application form. Applications received without completed Supplemental Responses will not be considered. c. Resume. Strongly recommended (see below). A resume may be included but does not substitute for a completed application. Applicants meeting the minimum qualifications are not guaranteed advancement in the selection process. It is the sole responsibility of the applicant to show that he/she meets the minimum qualifications in this job announcement. === SPECIAL NOTE FOR INTERNAL APPLICANTS: NOTE: Please do NOT assume the recruiter or panel members know what you do and what experience you have. It is strongly recommended that you include a resume and clearly show that you meet the minimum qualifications. Do NOT put “see resume”. Screening decisions are based on the application materials submitted. Personnel files, training records, etc. are NOT necessarily accessed and reviewed by Human Resources in determining which applicants will move forward in the process. === The examination process may consist of an application screening, written and/or practical test, and oral and/or final interviews. All applicants will be notified of the disposition of their application. Based upon information provided in the application documents, the applicants presenting the best job-related qualifications will be invited to continue in the process. An eligibility list may result from this examination process. Applicants who are selected for district employment are subject to a background check conducted by an outside agency and must take and pass a pre-employment/pre-duty medical exam and drug test. Depending upon job duty assignments, the applicant may be required to submit an original California Department of Motor Vehicles H-6 printout (10-year history). Current employees are exempt from this requirement. Per Labor Code § 432.9, inquiries about an applicant’s criminal history are not made on the initial employment application. That information may be requested later for applicants who meet requirements for the position and who move forward in the recruitment process. Do NOT submit either conviction information or the DMV H-6 until requested to do so. You may apply online at: Click Here for Customer Service Field Inspector Opportunity or go to Calopps.org Online applications are strongly encouraged and will be accepted until 5:00 p.m. on the filing deadline date. A manual application packet may also be obtained by calling 415-945-1434, or in person at MMWD/HR, 220 Nellen Avenue, Corte Madera, CA 94925. The filing deadline time for in-person manual application and faxed application submissions is 4:30 p.m. on the filing deadline date. If application materials are faxed, the originals of the submissions must be mailed and post marked by the filing deadline date indicated in the job posting.
Contact Email: humanresources@marinwater.org
Website: marinwater.org