CUSTOMER SERVICE TECHNICIAN

JOB SUMMARY
The incumbent under the guidance of the Citizen Services Program Manager is responsible for turning water meters on or off. The incumbent documents meter readings at time of turn on/off and also removes or installs meters upon request. The incumbent at times must meet with customers to help resolve their water problems. Must have and maintain an excellent driving record. Must have excellent computer and office skills.

ESSENTIAL DUTIES/RESPONSIBILITIES
Note: All City of Fort Smith positions require the employee to provide good customer service to both internal and external customers, maintain positive and effective working relationships with other City employees, and have regular and reliable attendance that is non-disruptive. Must show cooperation and respect to fellow employees and supervisors at all times. All other duties as assigned by the immediate supervisor and/or department director.

• Turn water meters on or off as directed by work order. Complete work order tasks for service on/off for new and closed accounts and transferred accounts. Also turns water off for delinquent accounts and returned checks.
• Inspect meters at problem account locations or per customer request to help diagnose leaks or high bill causes.
• Perform emergency turn-offs due to frozen/broken pipes or customers who have plumbing leaks.
• Potential to participate in on-call rotation in which one employee is on call 24 hours a day for after-hours turn-off and ons.
• Remove and/or lock a meter when customer tampering is detected, an account is delinquent, or when services are accessed without properly establishing service or paying the required deposit.
• Make minor repairs to meter components (replacing gaskets or other parts) to stop leaks.
• Reinstall pulled meters for customers properly reestablishing service.
• Maintain vehicles (fuel, tires, etc.) and report needed repairs/service to supervisor and/or garage.
• Perform all related responsibilities as required or assigned.
• Use Tyler work order systems via a tablet. Update and complete work orders in the field.
• Regular attendance and timeliness is required.

SUPERVISORY RESPONSIBILITIES
None

QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• High school diploma or GED.
• Must have knowledge of city street layout.
• Thorough knowledge of modern office practices, procedures, and equipment with aptitude to learn new software applications as needed is required.
• Valid Drivers’ License with an acceptable driving record

Preferred Qualifications

• A minimum of one year related experience is preferred for this position.
• Previous plumbing and meter experience is beneficial.
• Ability to speak, read and write a second language.

OTHER SKILLS AND ABILITIES

• Excellent computer skills and proficiency and technical aptitude with the ability to use Microsoft products, including PowerPoint, Outlook, Word, and Excel as well as Adobe Pro.
• Excellent communication skills to include verbal, written, active listening, persuasiveness, and interpersonal skills with diverse audiences in various settings.
• De-escalation and conflict mitigation skills.
• Ability to tactfully handle difficult matters with discretion.
• Must be able to show empathy and remain professional in all situations.
• Problem solving and analytical ability.
• Strong organization and time management skills with ability to determine workload priorities to meet deadlines and goals.
• Intense concentration, strong attention to detail, and the ability to make quick decisions based upon established procedures.
• Knowledge of modern office practices, procedures and tools equipment.

POSITION DESIGNATIONS
This position is not designated as essential during inclement weather events. City services will be maintained during inclement weather, such as heavy snow or ice storms and all essential employees are expected to report to work due to the critical functions of the position. This position is not able to work remotely.
This position does have the potential to drive as part of their regular job duties.

This position is designated as a safety/security sensitive position and is subject to random DOT drug and alcohol screenings and/or non-DOT drug and alcohol screenings (a safety/security sensitive position is one in which a momentary lapse in attention may result in injury or death of another person).

PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Semi-repetitive type of work which requires periods of concentration for varied time cycles as prescribed by the task(s). While performing the duties of this job, the employee must occasionally stand, walk, talk and hear. Frequently sit, use hands to handle objects, and reach with hands and arms. The incumbent must also stoop, kneel and crouch. Specific vision abilities required by this job include close, color and distance vision.

The employee is occasionally required to lift up to 100 pounds.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position the incumbent will be exposed to outdoor weather conditions, work near moving mechanical parts and is at risk of electrical shock. The incumbent may also be exposed to wet and humid conditions, fumes, or airborne particles

The noise level in the work environment is usually low to moderate.

Work schedule may include evenings or weekends.

EMPLOYMENT SCREENINGS
This position requires the below screenings prior to employment:

• Criminal History Background Check
• Motor Vehicle Record Check
• Post-Offer Drug Screen in accordance with the Arkansas Medical Marijuana Amendment