Field Service Representative (Tier 2)

Job Overview

This position is responsible for performing duties involving utility service connections, minor repairs of metering equipment and field investigations, and training personnel.

Salary

$39,312 - $70,844

Ideal Candidate

The ideal candidate will have a minimum of one year of experience in a job involving daily public contact as a Field Service Representative; or one year of experience in a job involving utility meter reading. Additionally, the ideal candidate will possess a minimum of one year of experience with Oracle's Customer Cloud Service (CCS) or Customer Care and Billing (CC&B) systems or over three years of experience in any other mobile workforce management system. This includes knowledge of billing functions and the ability to analyze and resolve billing issues. A minimum of one year of experience completing utility-related field service work orders in the field is also required. A strong candidate will have extensive knowledge of the subdivisions within the Hillsborough County Utilities service areas. They will demonstrate an understanding of the relationship between meter reading and billing operations, as well as the ability to set priorities and allocate resources to maintain customer, meter, and usage data within Oracle's CCS system. The candidate must also be able to work outdoors in extreme weather conditions, ensuring operational efficiency and service continuity.

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.
  
  

Tier 2

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

In addition to Tier 1 duties

• Handles escalated complex customer service matters in the form of CRMs.
• Install, operate, analyze, and report on specialized automated meters.
• Performs field investigations of public complaints, leak adjustments, violations of ordinances and of billing information.
• Maintains records of duties performed, vehicle usage and maintenance.
• Maintains and updates maps, charts and graphs.
• Performs meter reading duties.
• Assists supervisors in daily work scheduling, administrative and billing issues, and dispatching.
• Meter Reading Route analysis, billing analysis of commercial accounts, and billing cycle optimization.
• Refines or develops new procedures or guidelines.
• Trains new personnel.
• Automated Metering plans, procurement, and implementation.
• Un-metered Fire-line sizing
• Host/Sub-meter relationship analysis.
• School Board metering liaison (Interior AC unit credit meters)
• Tanker truck metering.
• Construction /Hydrant meter monitoring.
  
  

Job Specifications

In addition to those listed under Tier 1, the incumbent must have:

• Knowledge of franchise operations, line maintenance operations, after hour procedures and leak detection methods and water conservation practices.
• Ability to resolve escalated customer issues.
• Skill in applying the application of supervisory techniques.
  
  

Physical Requirements

• Regularly required to drive, sit, and walk. In field they must move about, and reach with hands and arms. Dexterity is required.
• Frequently required to balance, stoop, kneel, crouch or crawl.
  
  

Work Category

• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work.
  
  

Minimum Qualifications Required

• Graduation from high school or possession of a GED Certificate; AND
• One year of experience in a job involving daily public contact; AND
• One year of experience in a job involving utility meter reading;
  
  

OR

• An equivalent combination of education, training and experience that would reasonably be expected to provide the job-related competencies noted above; AND
• Possession of a valid Florida Driver's License.
  
  

Emergency Management Responsibilities

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee's department, the County's Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.

Career Progression

Employees in this classification that acquire the competencies and minimum qualifications for the next tier will be able to apply for promotional opportunities through a competitive selection process. Employees will not automatically be upgraded to the next tier. Reclassifying a position is based on business need and financial impact and is not based solely on the job competencies or qualifications of the incumbent.