Utilities Field Service Representative

Reports To:Supervisor, Utilities Meter Reading and Field Services
Supervises:Non-supervisory position

Purpose of Classification

Under the direction of the Manager, Field & Customer Services, responds to utility customer requests for emergency service involving water, gas, sewer, or electric utilities and takes appropriate corrective action; provides appliance operating information to customers, handles field service orders for the Utilities Customer Service Center, and reads meters as required.

Distinguishing Characteristics

Utilities Service Person position is found in the Utilities Meter Reading and Field Services unit, and reports to the Supervisor, Meter Reading and Field Services. This position is required to perform field work, providing customer service to the utility customer of the City of Palo Alto.

Essential and other important responsibilities and duties may include, but are not limited to, the following:

Turns on and off electric, water and gas service in accordance with issued work orders and makes adjustments as necessary to insure safe and efficient operation of service.

• Investigates complaints and provides emergency service regarding operational problems with utility service and/or equipment, or refers special problems to the appropriate utility division.
• Analyzes customer appliance problems and makes necessary adjustments within the area of established responsibility and/or policy or recommends outside service assistance.
• Performs field investigation of high bill complaints, makes field collection of delinquent accounts and provides routine field services for the Utilities Customer Service Center.
• Responsible for the collection and input of field service orders, collected on a daily basis.

• Utilizes gas detection equipment in order to locate natural gas leaks and to ensure safe entry into confined spaces.
• Repairs minor leaks at gas and water meters.
• Reports hazardous or suspected hazardous conditions to the appropriate agency for correction.
• Lights pilot lights for customers; ensures proper ignition.

• Provides support if necessary, to City contractor to rod City sewer laterals to remove stoppages.
• Perform related duties and responsibilities as required.

Minimum Qualifications

Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills and abilities, which would typically be acquired through:

• High school graduation, GED or equivalent. and
• One year experience in customer service work, or two years as a meter installer, with a gas utility, or one year experience servicing gas and electric appliances and heating equipment

Special Requirements: Persons hired for this position will be required to attend and successfully complete, within twelve months of employment, a gas service training course conducted by PG&E. All expenses connected with this training course will be paid by the City. Possession of a valid California Driver's License.