Unified Government of Athens-Clarke County
Field Service Supervisor (Public Utilities)
Unified Government of Athens-Clarke County, Athens, Georgia, us, 30604
Purpose of Job
The purpose of this job is to perform supervisory functions associated with field customer service operations, the coordination of daily field service work orders for initiation of water services for new accounts, and termination and accounts due to customer moves, and high water bill complaints. All Service Orders generated by the Advance Metering Infrastructure (AMI) Systems such as leak detection, tamper detection and no use detection. Monitors the number of delinquent account Service Orders and coordinates the disconnection of delinquent accounts for non-pay or door hanger notices to pay pending disconnection Service Orders. Duties and responsibilities include, but are not limited to: supervising field service operations and after hours on call personnel; responding to customer complaints, problems and requests; supervising assigned staff; and performing additional tasks as assigned.
Job Related Requirements
WORK SCHEDULE: Monday - Friday, 8AM - 5PM. May be required to work on religious holidays, overtime and weekends. Regular and predictable attendance is required. Must work cooperatively with others. When requirements include vehicle operation, responsible for the safety, readiness and operation of the vehicle and must abide by ACC's safe driving policy.
High school diploma or equivalent with two years of customer service and/or computer operations at a supervisory level required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Two years of supervisory experience required.
Must possess a valid driver's license.
Must possess or obtain an appropriate State of Georgia Water Distribution Operator Certification within 24 months of employment.
Qualifications
High school diploma or equivalent with two years of customer service and/or computer operations at a supervisory level. Two years of supervisory experience. Valid driver's license. State of Georgia Water Distribution Operator Certification within 24 months of employment.
Responsibilities
Supervise and evaluate assigned Field Service staff, including assigning work, addressing performance issues, coaching, and conducting employee performance appraisals. Direct daily field operations, including coverage areas, delinquent account coordination, and after-hours staffing. Schedule and ensure field service personnel are available for emergency and stand-by calls after hours. Oversee preventive maintenance and inventory for assigned vehicles and equipment. Lead field staff in completing service orders for initiating new water service, terminating existing service, issuing delinquent door hangers, disconnections, and service reinstatements. Ensure all service orders are completed accurately, efficiently, and within established timeframes. Manage the addition of new meters to the utility billing system, ensuring correct assignment to billing cycles and routes. Provide assistance locating meters and verifying field data as needed. Review route reports, service order logs, and related documentation for completeness and accuracy. Respond to customer complaints and escalated service issues from field staff. Conduct on-site inspections and provide explanations of departmental policies, procedures, and billing processes. Answer telephones, provide information, and direct inquiries to appropriate personnel. Respond to routine requests for information from employees, officials, and the public. Serve as liaison to Meter Management for coordination, troubleshooting, and issue resolution. Review AMI alerts (e.g., leak, tamper, and no-use) and ensure follow-up service orders are created and completed. Verify switched or crossed meters, collaborate with the AMI Analyst to make corrections in the billing system, and notify the Operations Coordinator for review and adjustments as needed. Review, process, and maintain reports, correspondence, and other operational documentation. Ensure records and data are accurately entered, stored, and forwarded to appropriate departments. Maintain regular communication with supervisors and administrative staff to coordinate field activities with office operations. Respond to emergency service calls when on standby rotation. Perform additional duties as assigned to support overall Water Business Office operations.
Knowledge, Skills and Abilities
Knowledge of the principles, practices and procedures of the Unified Government of Athens-Clarke County and the operations and functions of the Public Utilities Department. Knowledge of all applicable laws, ordinances, policies and regulations pertaining to the specific duties and responsibilities of the job. Knowledge of AMI Systems and operations in both Field and Office Environment. Proficiency with computers. Skill in organizational, management, human relations, and technical techniques. Skill in basic mathematics, oral communication, and in planning, organizing and inspecting work. Skill in reading maps and plats. Skill in utilizing various word processing, recordkeeping, and other software programs relevant to the position. Ability to keep abreast of any changes in policy, methods, operations, budgetary and equipment needs, etc., as they pertain to departmental operations and activities.
Physical Requirements
Must be physically able to operate a variety of machinery and equipment including a utility vehicle, computer and portable processor, calculator, copier, two-way radio, and telephone. Must be able to use body members to work, move or carry objects or materials. Requires walking, standing, bending, stooping, pushing, pulling, lifting, fingering, grasping, feeling, seeing, talking, hearing, and repetitive motions. Must be able to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently. Physical demand requirements are at levels of those of medium work.
Equal Opportunity Statement
ACCGov is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. ACCGov is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact Leah Jagatic, HR Coordinator, Human Resources, 762-400-6370 or leah.jagatic@accgov.com.
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The purpose of this job is to perform supervisory functions associated with field customer service operations, the coordination of daily field service work orders for initiation of water services for new accounts, and termination and accounts due to customer moves, and high water bill complaints. All Service Orders generated by the Advance Metering Infrastructure (AMI) Systems such as leak detection, tamper detection and no use detection. Monitors the number of delinquent account Service Orders and coordinates the disconnection of delinquent accounts for non-pay or door hanger notices to pay pending disconnection Service Orders. Duties and responsibilities include, but are not limited to: supervising field service operations and after hours on call personnel; responding to customer complaints, problems and requests; supervising assigned staff; and performing additional tasks as assigned.
Job Related Requirements
WORK SCHEDULE: Monday - Friday, 8AM - 5PM. May be required to work on religious holidays, overtime and weekends. Regular and predictable attendance is required. Must work cooperatively with others. When requirements include vehicle operation, responsible for the safety, readiness and operation of the vehicle and must abide by ACC's safe driving policy.
High school diploma or equivalent with two years of customer service and/or computer operations at a supervisory level required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Two years of supervisory experience required.
Must possess a valid driver's license.
Must possess or obtain an appropriate State of Georgia Water Distribution Operator Certification within 24 months of employment.
Qualifications
High school diploma or equivalent with two years of customer service and/or computer operations at a supervisory level. Two years of supervisory experience. Valid driver's license. State of Georgia Water Distribution Operator Certification within 24 months of employment.
Responsibilities
Supervise and evaluate assigned Field Service staff, including assigning work, addressing performance issues, coaching, and conducting employee performance appraisals. Direct daily field operations, including coverage areas, delinquent account coordination, and after-hours staffing. Schedule and ensure field service personnel are available for emergency and stand-by calls after hours. Oversee preventive maintenance and inventory for assigned vehicles and equipment. Lead field staff in completing service orders for initiating new water service, terminating existing service, issuing delinquent door hangers, disconnections, and service reinstatements. Ensure all service orders are completed accurately, efficiently, and within established timeframes. Manage the addition of new meters to the utility billing system, ensuring correct assignment to billing cycles and routes. Provide assistance locating meters and verifying field data as needed. Review route reports, service order logs, and related documentation for completeness and accuracy. Respond to customer complaints and escalated service issues from field staff. Conduct on-site inspections and provide explanations of departmental policies, procedures, and billing processes. Answer telephones, provide information, and direct inquiries to appropriate personnel. Respond to routine requests for information from employees, officials, and the public. Serve as liaison to Meter Management for coordination, troubleshooting, and issue resolution. Review AMI alerts (e.g., leak, tamper, and no-use) and ensure follow-up service orders are created and completed. Verify switched or crossed meters, collaborate with the AMI Analyst to make corrections in the billing system, and notify the Operations Coordinator for review and adjustments as needed. Review, process, and maintain reports, correspondence, and other operational documentation. Ensure records and data are accurately entered, stored, and forwarded to appropriate departments. Maintain regular communication with supervisors and administrative staff to coordinate field activities with office operations. Respond to emergency service calls when on standby rotation. Perform additional duties as assigned to support overall Water Business Office operations.
Knowledge, Skills and Abilities
Knowledge of the principles, practices and procedures of the Unified Government of Athens-Clarke County and the operations and functions of the Public Utilities Department. Knowledge of all applicable laws, ordinances, policies and regulations pertaining to the specific duties and responsibilities of the job. Knowledge of AMI Systems and operations in both Field and Office Environment. Proficiency with computers. Skill in organizational, management, human relations, and technical techniques. Skill in basic mathematics, oral communication, and in planning, organizing and inspecting work. Skill in reading maps and plats. Skill in utilizing various word processing, recordkeeping, and other software programs relevant to the position. Ability to keep abreast of any changes in policy, methods, operations, budgetary and equipment needs, etc., as they pertain to departmental operations and activities.
Physical Requirements
Must be physically able to operate a variety of machinery and equipment including a utility vehicle, computer and portable processor, calculator, copier, two-way radio, and telephone. Must be able to use body members to work, move or carry objects or materials. Requires walking, standing, bending, stooping, pushing, pulling, lifting, fingering, grasping, feeling, seeing, talking, hearing, and repetitive motions. Must be able to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently. Physical demand requirements are at levels of those of medium work.
Equal Opportunity Statement
ACCGov is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. ACCGov is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact Leah Jagatic, HR Coordinator, Human Resources, 762-400-6370 or leah.jagatic@accgov.com.
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