Customer Service Field Representative

East Cherry Creek Valley Water and Sanitation District (ECCV) has been sustaining our community by providing safe and reliable water since 1962. Sourced from the South Platte River and non-tributary aquifers, ECCV distributes water to approximately 65,000 customers in the eastern portions of the City of Centennial and unincorporated Arapahoe County. As the area has grown into a thriving district of homes, schools, and businesses, ECCV has been there, providing the water the community needs with excellence and efficiency. At ECCV, our commitment begins with our people. Through cooperation, openness, and respect, our teams and departments collaborate to realize our shared mission of providing safe, reliable water to our community. At ECCV, we prioritize trust, teamwork, and communication. We encourage and support our employees by offering an excellent benefits package that includes: • Employer fully funded 401(a) Pension Plan and Health Reimbursement Plan, with 100% vesting immediately. • Outstanding group insurance plans and options offered: Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance, with two Employee Assistance Plans (EAPs). Various plans and elections will have little to no premium cost to employees. • Generous Paid Time Off (PTO) accrual and nine paid holidays annually. • Other benefits include Tuition Assistance, 457 Deferred Compensation Plan, Wellness Reimbursements, Flexible Spending Accounts, and supplemental insurances such as Colonial, Legal Shield, and Pet Insurance. JOB SUMMARY The Customer Service Field Representative is responsible for residential and commercial field work; reads water meters and records water usage using automated systems; disconnects and restores water service; responds to and investigates a broad spectrum of issues surrounding no reads, high reads, water pressure concerns, and leaks; replaces water meters and reading technology as needed; conducts monthly meter reading, and performs inspections on meters, pits, lids, and domes. Works closely with the Water Efficiency Team to identify, communicate, and shut off, if necessary, excessive leaks. ESSENTIAL DUTIES AND RESPONSIBILITIES • Provides high level customer service to internal and external customers. • Interacts directly with customers to identify, analyze, problem solve, troubleshoot, and resolve water usage issues, complaints, and concerns. Advises and educates customers and documents information in the billing system. • Use a District vehicle and cellular services to obtain monthly meter reads for three billing cycles. • Performs routine shut-off and turn-on of water services for non-payment as well as emergency shut-offs for repairs. • Performs routine repair or replacement of, meters, registers, transponders, curb stops, lids, and domes. • Prioritizes and completes a variety of work orders in a timely manner. • Monitors and maintains inventory; works directly with vendors to order inventory and trouble shoot equipment issues. • Rechecks and obtains readings that are unavailable during routine meter reading and records final meter readings; investigates water leaks, inoperative meters, and pressure concerns. • Performs regular audits on and investigates zero usage and high usage accounts • Collaborates with builders directly and maintains working relationships; holds contractors accountable for proper installation of meter pits; assesses fines for missed deadlines and water restriction violations; monitors all new builds to ensure builders are in compliance with sod guidelines. • Assists with general office work of the Customer Service Department, including phone coverage, walk in customer assistance, and general inquiries. • Participates in continuous improvement initiatives and provides input and feedback on department policies and updates and writes Standard Operating Procedures (SOP). • Maintains regular and predictable attendance as scheduled and performs job duties per a rotating on-call schedule with occasional overtime, and weekends and holidays, as needed. Ability to respond to on-call issues within 45 minutes. OTHER RESPONSIBILITIES • Participates in or leads One ECCV committee(s) and/or taskforce(s). • Provides back-up coverage for other positions. • Performs other duties and projects as assigned.