Purpose & Job Related Requirements 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 WORK SCHEDULE: Monday - Friday, 8AM - 5PM. May be required to work on religious holidays, overtime and weekends. 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 and must abide by ACC's safe driving policy. Minimum Training & Experience Required to Perform Essential Job Functions High school diploma or equivalent with two years of customer service and/or computer operations at a supervisory level required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Two years of supervisory experience required. Must possess a valid driver's license. Must possess or obtain an appropriate State of Georgia Water Distribution Operator Certification within 24 months of employment. Essential Duties, Responsibilities The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties 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. Knowledge, Skills and Abilities Knowledge of the principles, practices and procedures of the Unified Government of Athens-Clarke County and the operations and functions of the Public Utilities Department. Knowledge of practices, policies and procedures as necessary in the completion of daily responsibilities. Knowledge of all applicable laws, ordinances, policies, standards and regulations pertaining to the specific duties and responsibilities of the job. Knowledge of AMI Systems and operations in both Field and Office Environment. Knowledge of and proficient with computers. Knowledge of unified government and departmental rules, regulations and procedures pertaining to water meter reading and water billing. 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 systems. Skill in organizational, management, human relations, and technical techniques. Skill in basic mathematics, oral communication, and in planning, organizing and inspecting work. Skill in reading maps and plats. Skill in utilizing various word processing, recordkeeping, and/or other software programs relevant to the position. Ability to keep abreast of any changes in policy, methods, operations, budgetary and equipment needs, etc., as they pertain to departmental operations and activities. Ability to develop and administer policies, procedures, plans and activities and to monitor performance of subordinates against measured established goals. Ability to develop and implement long-term goals for the department in order to promote effectiveness and efficiency. Ability to effectively communicate and interact with subordinates, management, employees, members of the general public and all other groups involved in the activities of the Unified Government of Athens-Clarke County as they relate to the Public Utilities Department. Ability to assemble information and make written reports and documents in a concise, clear and effective manner. Ability to use independent judgment and discretion in managing subordinates including the handling of emergency situations, determining and deciding upon procedures to be implemented, setting priorities, maintaining standards, and resolving problems. Ability to comprehend, interpret, and apply regulations, procedures, and related information. Ability to handle required mathematical calculations. Ability to read, understand and interpret personnel and financial reports and related materials. Ability to operate various machinery and equipment including a utility vehicle, computer and portable processor, calculator, copier, two-way radio, and telephone. Supplemental Information (ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS PHYSICAL REQUIREMENTS: Must be physically able to operate a variety of machineryand equipment including a utility vehicle, computer and portable processor, calculator, copier, two-way radio, and telephone. Must be 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 repetitive motions. 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, structural, or 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 or exchange information. Includes giving/receiving assignments and/or directions to/from co-workers, assistants or supervisors. LANGUAGE ABILITY: Requires ability to read a variety of informational documentation, directions, instructions, and methods and procedures. Requires the ability to prepare letters, memos, reports, etc., using prescribed formats and 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; to acquire and be able to expound on knowledge of topics related to primary occupation; and to make independent judgment in the absence of management. VERBAL APTITUDE: Requires the ability to record and deliver information, to explain procedures, and to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of administrative, technical or professional languages including public utilities and radio dispatching terminology. NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages; perform calculations involving variables, formulas, square roots, and polynomials. FORM/SPATIAL APTITUDE: Requires the ability to inspect items for proper length, width, and shape, visually with a variety of machinery and equipment including a utility vehicle, computer and portable processor, calculator, copier, two-way radio, and telephone. MOTOR COORDINATION: Requires the ability to coordinate hands, fingers, and eyes accurately in using equipment. Requires the ability to use the keyboard, lift, bend, push, and pull objects or materials using body parts as the position necessitates. MANUAL DEXTERITY: Requires the ability to handle a variety of items such as automated office equipment, office supplies, and hand tools. Must have the ability to use one hand for twisting or turning motion while coordinating 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 receiving instructions. 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 exchanging ideas by means of spoken words). (Hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone and two-way radio. ACCGov is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. ACCGov is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact Leah Jagatic, HR Coordinator, Human Resources, 762-400-6370 or leah.jagatic@accgov.com . Total compensation at the Unified Government includes a comprehensive set of benefits, a well established culture of wellness, and a secure retirement that set us apart as a stable Employer of Choice where you can serve and make a difference in the community. As an Employer of Choice, we offer: Health Insurance Dental Insurance Vision Insurance Pet Insurance Group Accident insurance Critical Illness insurance Employer paid basic life insurance Contributory term life insurance Whole life insurance Employer Paid Short Term Disability Long Term Disability Employee Assistance Program Paid Time Off 13 paid holidays Employer Paid Pension Plan (10 years of service) Deferred Compensation Program with employer match Tuition Reimbursement Program Public Service Loan Forgiveness Employer – Federal Student Aid Robust Wellness Program – earn up to $175 per quarter for participation Employee Fitness Center – free for employees, spouse, and children 18+ Free onsite health screenings (to include hearing, skin cancer, biometric screening, flu shots) Safety & Risk training and job related vaccinations Uniforms provided Ongoing Training Opportunities and Career Development – Government Wide Learning Management System Discount Admissions – ACCGov Parks, Georgia Aquarium Annual employee appreciation events BENEFITS http://www.accgov.com/434/Benefits WELLNESS http://www.accgov.com/wellness CAREER DEVELOPMENT http://www.accgov.com/index.aspx?nid=791
Salary: $50,457 a year
Employment Type: ["Full-time"]
Qualifications
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