Field Services Operations Assistant

This position supports the Field Services Department with reporting and analysis, performs operational duties that ensure prompt and accurate billing of our customers, and performs various administrative duties. The position is a subject matter expert in most aspects of Prince William Water's field service functions and works closely with the Field Services Department, Customer Service Department, and Billing Section. Experienced workers initiate their daily assignments, follow through on matters, and use independent judgment and training to take appropriate actions to deal with standard recurring situations. Demonstrates a commitment and supports a culture of diversity, equity and inclusion.

• Assist the Field Services Manager with various tasks, including:
• Identify opportunities for improvements and assist in the creation of training documentation, Standard Operating Procedures, and guidelines.
  • Identify and track all hardware and software updates to include; cell phones, tablets laptops and desk tops, assist staff members with testing and fixes post-updates
  • Assign and update permissions in Meter Reading Software and perform password resets.
  • Organize and track meters, registers and hardware replacement programs and end of life schedules for equipment.
  • Serve as Technical support for any system testing, patch updates, system downtime coordination and assist with implementation on new functionality.
  • Assist with the identification and processing of meter reading route changes.
• Demonstrate a continuous effort to improve assigned division processes, decrease turnaround time, streamline work processes, and collaboration with other departments.

• Perform various operations duties including:

• Processvitaldataforthemeterreadingfunctiontoensureaccuratecompletionofthereading cycles; initiation of cycle billing; dispatch and coordinate routine and emergency service orders.
• Process daily meter reading upload and download files to ensure accurate completion of the reading cycles and initiation of cycle billing.
• Coordinate meter reading route assignments with Supervisor(s) or Assistant Supervisor(s) and generate all meter-reading reports.
• Dispatch and coordinate routine and emergency service orders and assist in arranging crew assignments with Supervisor(s) or Assistant Supervisor(s) using the current Prince William Water service orders system, by radio or by phone to field personnel.
• Assign new accounts received from the Engineering Department to appropriate meter reading routes/cycles in the current Prince William Water billing system.

• Collect and send exchange forms to Billing to update asset information to accounts.

• Serve as FS POC for confiscated items due to unauthorized water use in hydrants; gather documentation, pictures etc. and send them to designated group for review.
• Work with appropriate personnel to resolve issues with the current Prince William Water meter reading system.
• Perform data entry and assist in maintaining departmental records.
• Issue hydrant permits and hydrant meters to customers; schedule and coordinate hydrant meter inspections; obtain and enter monthly meter readings and provide information to hydrant meter customers in person and by phone.
• Close service orders as required.
• Perform various administrative duties, including:
  • Assist with the purchasing needs of the Department. Accurately entering purchasing requests and monitoring their status throughout the approval process and acts as a liaison between department manager and vendors.
• May be deemed essential at anytime.
• Perform other duties as assigned or required

Essential Competencies:

• Thorough knowledge of metering and meter reading technology in the water utility industry.
• Proven ability to compile and analyze data.
• Thorough knowledge of a Customer Information System.
• Ability to accurately perform data entry promptly with an attention to detail; communicate effectively, both orally and in writing; work cooperatively with others and work under pressure and/or with frequent interruptions.
• Ability to learn Prince William Water's Customer Service policies and procedures as they relate to providing quality customer service; learn necessary processes in various software; work independently with little supervision.
• Strong written and verbal communication skills with audiences at all levels, including field staff, management and internal/external stakeholders
• Experience developing training documentation and user guides.
• Knowledge of modern office practices and procedures; standard office equipment including desktop or laptop personal computers (PCs), scanners, printers, photocopy, and facsimile machines; computer software applications related to assignment; English usage, spelling, and grammar.
• Experience with Microsoft Word, Excel, SharePoint and Outlook.

• High School diploma or GED.
• At least 2 years of field experience as a field technician in the water utility industry.
• At least 3 years of experience supporting customer or field services in an administrative capacity.
• Or a combination of education and experience as described above.

• None.

• None

The physical demands and work environment characteristics 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 essential functions.

• Physical demands: The work is mostly sedentary with periods of light physical activity. Typical positions could require workers to walk or stand for extended periods; lift and carry up to 40 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards. The work requires the ability to speak normally and to use normal or aided vision and hearing devices.
• Work environment: Primary work is performed indoors in a standard office environment. The noise level in the work environment is usually moderate.