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Utility Customer Support Specialist

2 months ago

Orlando, Florida, United States US Water Services Corporation Full time
Job Overview

U.S. Water Services Corporation is a prominent and multifaceted organization in the water and wastewater utility sector, focusing on utility maintenance, operations, engineering, and construction services. With a dynamic and rapidly growing presence, U.S. Water is headquartered in New Port Richey, Florida, employing over 700 professionals across eighteen states.

Position Summary

Under direct supervision, the Utility Customer Support Specialist is responsible for the execution and management of customer service and utility billing-related service orders, along with scheduled meter reading routes. A comprehensive understanding of meter configuration, installation, repairs, and billing test procedures is essential. This role also entails performing routine maintenance activities in the meter service area, including skilled pipe work, testing, installations, repairs, and other assigned duties.


Key Responsibilities (illustrative only): The Utility Customer Support Specialist will oversee the operations of the Utility's Customer Service Department, which may include:

  • Conducting daily activities related to the meter service area.
  • Engaging with utility customers through various communication channels.
  • Completing scheduled maintenance tasks (preventive, corrective, and investigative) and managing delinquent service disconnections.
  • Reading and recording data from meter reader routes on a daily basis.
  • Uploading and downloading meter readings.
  • Reviewing service orders daily to ensure accuracy and compliance with Key Performance Indicators (KPIs).
  • Managing idle times and other time management factors.
  • Coordinating activities between the Maintenance and Customer Service Departments to meet KPIs and client expectations.
  • Identifying and implementing corrective actions in Customer Service, Field Service, Meter Reading, and Billing as required.
  • Meeting various KPI goals, including Service Order Completion, Billing Accuracy, Meter Reading Accuracy, and Customer Service Complaints.
  • Ensuring company vehicles are operated in accordance with company policies.
  • Adhering to all company policies and procedures.
  • Maintaining a positive working relationship with management and stakeholders.
  • Proposing process improvements and recommending disciplinary actions as necessary.
  • Performing additional duties as assigned.

The Utility Customer Support Specialist must possess a solid understanding of the services provided by the assigned Utility systems and the interrelations among various departmental units. This position requires the ability to effectively communicate with the public regarding complex issues, escalating only the most contentious matters to the Customer Service Supervisor. Work is conducted under the general supervision of the Customer Service Supervisor.


Required Knowledge and Skills:

  • Expertise in meter service repair, maintenance (both preventive and corrective), and installation.
  • Understanding of meter configuration and application.
  • Familiarity with meter reading systems, software, and mobile devices.
  • Knowledge of basic Cross Connection Control regulations.
  • Understanding of trenching and shoring practices.
  • Awareness of occupational hazards and necessary safety precautions.
  • Proficiency with tools, equipment, and machinery essential for utility operations.
  • Basic skills in geographical mapping.
  • Strong oral and written communication skills.
  • Ability to identify unsafe conditions and take corrective measures.
  • Conflict resolution skills.
  • Problem-solving and troubleshooting abilities.
  • Capability to read and locate meters accurately.
  • Ability to determine service type requirements and communicate changes affecting billing.
  • Proficiency in using personal or handheld computing devices.
  • Understanding of traffic maintenance conditions.
  • Ability to interpret basic engineering drawings or blueprints related to water service.
  • Conflict resolution capabilities.

Minimum Education and Experience:

A high school diploma or equivalent is required, along with one (1) year of progressively responsible experience in a utility-related field; or any equivalent combination of experience and training that provides the necessary knowledge.


Compensation and Benefits: Compensation is commensurate with experience and reflective of market standards. U.S. Water/USW Utility Group offers a comprehensive benefits package, including medical, dental, vision, life insurance, short/long-term disability, paid time off, holiday pay, and a 401(k) plan with company matching.

U.S. Water/USW Utility Group is committed to providing competitive wages and benefits while fostering a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.

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