Service Representative I

The Service Representative I is responsible for performing a variety of field service and customer support functions related to Hernando County’s water utility operations. This position operates an assigned service route and completes daily work orders involving the activation and disconnection of water services, installation and removal of meter locks, water meter readings and re-reads, and basic meter testing and inspection activities. The employee responds to customer service requests and assists in resolving utility concerns, including high consumption inquiries, meter discrepancies, and service interruptions, while providing professional and courteous customer service. Additional responsibilities include accurately documenting completed work orders, recording meter data, identifying irregularities or potential service issues, and preparing daily activity reports using utility management systems and handheld devices. Work is performed independently in the field under general supervision of the Service Representative Supervisor. The following statements describe the principal functions of this job and its scope of responsibility but shall not be considered an all-inclusive listing of work requirements.   Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload.

• Reads and records water meter readings on assigned read routes in accordance with established meter-reading procedures.  
• Takes necessary corrective action upon finding a leak at the meter per departmental procedures 
• Performs scheduled delinquent service turn-off duties including turning water service off for non-payment, returning to restore service to same service location.
• Provides routine maintenance to meter boxes including locating, cleaning, raising, lowering, and replacing meters lids. 
• Investigates customer service complaints, takes appropriate corrective action, records results and reports findings, as required. Assists with the investigation of possible meter reading errors and determines and coordinates with data entry personnel any account adjustments necessary as a result of confirmed incorrect readings.  
• Performs meter-accuracy tests, records results and advises the customer and office staff of results. 
• Identifies and reports unauthorized connections or usage; investigates reports of unauthorized connections or usage; and discontinues service, when required. 
• Promotes good customer relations by showing customer how to: read their water meter; calculate their usage when irrigating or using water for other purposes; check for water leaks; determine what range their average water usage for irrigating their yard and in their home should be; and how to conserve on water usage.
• Informs customers of suspected leaks and/or leaves a door tag. 
• Performs on call duties as assigned. 
• Performs other reasonable related duties as assigned by immediate supervisor or other management personnel.

Emergency Response 
County employees are required to report for work during a state of emergency and are subject to recall around the clock for emergency response operations which may include duties other than those specified in this job description. Employees may request an exemption from this requirement by submitting the appropriate exemption form, subject to review and approval.

Minimum Qualifications

• High school diploma or equivalent (GED)  
• One (1) year in customer service or related field.

A combination of education, training and experience may be substituted at the County's discretion.

Licenses, Certifications, or Registrations

• Must possess and maintain a valid Florida Driver’s License or must obtain within 30 days of establishing residency in Florida and be insurable by current insurance carrier, or valid Florida Identification Card is acceptable only for positions not required to drive a county vehicle.
• Must have or be able to obtain certification within three (3) months of employment in FEMA National Incident Management System (NIMS) courses:
  • IS-100.c: Introduction to the Incident Command System (ICS)
  • IS-200.b: ICS for Single Resources & Initial Action Incidents
  • IS-700.b: An Introduction to the National Incident Management System

Required Competencies

• Must be able to demonstrate good customer service. 
• Knowledgeable with computers and technology.
• Ability to read and write and knowledge of basic arithmetic are essential for this position. 
• Ability to effectively and professionally communicate with customers and co-workers.
• Knowledge of street locations and the ability to read maps

Equipment Used

Drives assigned vehicle in all types of traffic – on highway as well as in residential areas. Uses hand tools for repairing and/or replacing water meters. Uses hand-held computer with small digital character display and small keyboard for entering meter readings. Uses computer desktop/laptop, copier, two-way radio, and telephone.

Environmental Conditions

Work is performed primarily outdoors and routinely involves exposure to varying weather and environmental conditions, including heat, rain, humidity, and wet or muddy terrain. Duties may require prolonged standing, walking, and working in or around water and damp conditions. The position may involve working independently in the field for extended periods of time as well as working closely with other employees and the public. Employees may be exposed to potential hazards including domestic animals, snakes, insects, uneven terrain, moving traffic, and other field-related risks. Occasional interaction with upset or irate individuals may occur and requires the ability to remain professional and composed under stressful situations.

Physical Demands

• Requires walking, stooping, squatting, kneeling, bending. lifting, digging, carrying light to moderate weight, using hand tools in confined areas.  
• Good near vision, often in low light areas, as well as good distance vision for driving are required. 
• Good hearing and speaking ability for talking to customers and over mobile radio. 
• Must be able to lift 20 pounds.

Pay Grade: 2
Salary Disclosure: Pay rates are based on policy, education, skill, experience level and internal equity.

VETERANS' PREFERENCE: Under Section 295.07, F.S., Chapter SSA-7, Hernando County BOCC provides to veterans, that preference in appointment will be given to preference-eligible applicants.

PLEASE REVIEW THE MINIMUM REQUIREMENTS ON POSTING AND COMMUNICATE HOW YOU MEET THE MINIMUM REQUIREMENTS IN YOUR APPLICATION/RESUME. MINIMUM REQUIEMENTS MUST BE MET TO BE CONSIDERED.
All applications will be carefully reviewed to evaluate qualifications and overall suitability for the position. The relevance, scope, and length of related work experience, training, and education outlined in the application and resume will be considered during the screening process. Selected applicants will be contacted to participate in interviews. Candidates are encouraged to clearly document all pertinent experience, including relevant knowledge, skills, or abilities gained outside of traditional employment, in the additional information section of the application.

Hernando County Board of County Commissioners (BOCC) is an Equal Opportunity Employer and does not discriminate on the basis of sex, race, color, religion, gender, orientation, national origin, age, marital status, veteran status, genetic information, pregnancy, disability, or any other protected characteristic as defined by law.

Hernando County is a Drug-Free workplace. All employees are subject to drug testing in accordance with Federal and Florida State Law. 

Applicants requiring reasonable accommodations as defined by the Americans with Disabilities Act, must provide notification to the BOCC in advance to allow sufficient time to provide an accommodation.