Job Descriptions

DEFINITION

Under general supervision, performs a wide variety of field duties and assignments for the Utilities Division related to water services.

This position is designated as management for Labor Relations purposes and is considered exempt under the Fair Labor Standards Act (FLSA).

DISTINGUISHING CHARACTERISTICS

Employees in this class represent the Utilities Division and perform daily work in the field, provide customer service to individual customers, receive only occasional instruction or assistance as new, unusual or unique situations arise, and are fully aware of the operating procedures and policies within the work unit.

SUPERVISION RECEIVED AND EXERCISED

General supervision is provided by the Utilities Supervisor and Customer Service Supervisor. Responsibilities may include direct or indirect supervision of part-time or volunteer staff.

ESSENTIAL FUNCTIONS - INCLUDE BUT ARE NOT LIMITED TO THE

FOLLOWING:

• Perform water service turn-ons and shut- offs on a daily basis.
• Promote the efficient use of the City’s water supply by residential, irrigation, industrial, and commercial customers.
• Investigate and identify compliance issues; and communicate with regulatory agencies as required.
• Coordinate with City Finance staff on delinquent accounts, turn on/turn off instructions, non-reads and improper billings.
• Handle a variety of assignments related to accurate meter readings and high utility consumption.
• Investigate and report on utility-related issues, including but not limited to water, sewer and stormwater.
• Perform enforcement of federal, state and local regulations pertaining to water, sewer, and stormwater regulations
• Meet with and educate City of Turlock customers on water use, sewer system management, and stormwater regulations compliance. Discuss and resolve problems and concerns.
• Input data into computer records and generate various reports.
• Respond to public inquiries and complaints regarding water use, sewer system management, and stormwater pollution
• Respond to customer requests regarding water supply.
• Turn on new water services and turn off discontinued services, and delinquencies
• Participate in the enforcement of the State requirements pertaining to water conservation within the City of Turlock’s water system.
• Plan, coordinate, and administer the City’s water conservation with an emphasis on public education and outreach activities.
• Perform related duties as assigned.

QUALIFICATIONS:

Knowledge of:

• City services such as basic water, sewer and storm drain, watering schedules, procedures, and processes.
• Proper English usage, spelling, grammar, and punctuation.
• Equipment, tools and materials used in the operation and maintenance of the water system.
• Personal computers and software applications.
• Customer services procedures and the handling of complaints.
• Safe work practices during work.

Ability to:

• Understand and interpret federal, state and local regulations
• Ability to perform computer-related duties as it applies to reporting daily activities and administrative work.
• Maintain records
• Perform a wide variety of sensitive and difficult customer service activities.
• Provide field support to the City’s Utilities and Finance divisions.
• Advise on the programming of automatic sprinkler timers.
• Research and evaluate information regarding customer service and payments problems.
• Operate a variety of office equipment.
• Establish and maintain cooperative working relationships with others.
• Communicate clearly and concisely orally and in writing.

Experience and Training Guidelines

Any combination of experience and training that would likely provide the required knowledge

and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience:

One year of increasing responsible experience in the area of customer service. One year of increasing responsible experience in the area of customer service in water or a related field desired.

Training:

Possession of a high school diploma or GED certificate.

Licenses:

Possession of an appropriate valid California Driver’s license at the time of appointment to be maintained as a condition of continued employment.

Possession of a Water Distribution Operator I Certification issued by the SWRCB within 24 months from date of hire.

Possession of a Work Zone Safety Certificate within 24 months from date of hire.

ADDITIONAL INFORMATION:

Physical Conditions:

Maintain the following physical abilities: see well enough to read, write and make observations; hear well enough to converse on the radio, telephone and in person; be able to speak clearly; body mobility to walk, bend, stand, crouch; normal manual dexterity and eye-hand coordination; ability to lift and move objects weighing up to 50 pounds; operate a vehicle making frequent stops getting in and out of vehicles; use of office equipment including computer, telephone, copier, calculator, fax; and tolerate extreme fluctuations in temperature while performing essential functions of the job.