This is difficult public contact work in receiving, investigating and adjusting complaints of customers of a county water and sewer utility.

Work in this class involves responsibility for investigating and adjusting customer telephone complaints concerning water service and billing. Incumbents may also take applications for new service. This customer contact is of significance in utility public relations. Although work is performed in accordance with established policies, it is not supervised in detail and a considerable amount of independent judgment is frequently involved. General supervision is received from an employee in a higher class, and usually consists of consultations and a review of reports.

ILLUSTRATIVE TASKS

Receives telephone calls from customers regarding high bills, low pressure, leaks in mains or lines, final bills, connecting or disconnecting of service, transfer of accounts, or refund of deposits; processes calls with tact and politeness.

Negotiates settlement of controversial water bills.

On occasion investigates complaints of excessive water bills or reports of low water consumption in the field; checks buildings for leaks in plumbing; operates leak detection and portable test meter; estimates charges where defective or stopped meters are discovered.

Performs a wide variety of clerical tasks in the office in maintaining records of customer contacts, checking bills for lack of payment, or maintaining service records.

Performs related work as required.

KNOWLEDGES, ABILITIES AND SKILLS

Thorough knowledge of utility department rates, credit procedures and billing practices.

Considerable knowledge of utility department rules, regulations and policies.

Considerable knowledge of residential and commercial pipe system, plumbing fixtures, and the operating principles of water meters.

Ability to apply general departmental rules and procedures to specific customer problems regarding billing or service.

Ability to handle customer complaints tactfully, and to establish and maintain effective working relationships with the public.

Ability to keep records and prepare a variety of reports.

NEW 4-73