Customer Service Field Representative

Customer Service Field Representative

DEPARTMENT: Customer Service

REPORTS TO: Customer Service Lead

SCHEDULE: Monday-Friday, 8:00am-5:00pm

(some flexibility with hours)

Position Summary:

The Customer Service Field Representative is responsible for responding to customer calls, complaints, and emergency events, investigating and resolving issues related to water service, meter readings, and billing inquiries. This position supports regulatory compliance efforts through meter change-outs, leak detection, service line inspections, and delinquency program management. The role requires continuous communication with customers, contractors, and internal teams, as well as availability to work in all weather conditions and emergency events. Additionally, this position assists in the regulatory compliance and efficient operations of the District.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Customer Service & Field Operations

• Respond to customer inquiries related to billing, service requests, and water issues.
• Perform move-in/move-out water activations and deactivations, including for the NKWD and SD1 delinquency programs.
• Investigate and resolve customer complaints, including minor repairs as needed.
• Conduct service line inspections, billing inspections, and leak detection.
• Execute vacant consumption shut-offs and address continuous consumption concerns.
• Perform pressure checks, meter readings, and system maintenance.
• Wire and program transmitters to ensure accurate meter data collection.

Technical & Maintenance Responsibilities

• Change out meters, transmitters, regulators, angle valves, and yoke bars as required.
• Locate and mark water service lines for field operations.
• Perform dig-ups and replacements for lids, rings, curb stops, and crocks.
• Assist in traffic control, sidewalk dig-ups, and winter freeze-up prevention (salting sidewalks and roads).
• Conduct fire hydrant and customer service flushing to maintain water quality.
• Perform water quality testing and report findings as needed.
• Maintain trucks, tools, and equipment inventory to ensure readiness.

Regulatory Compliance & Safety

• Ensure adherence to NKWD, SD1, and PSC regulations.
• Maintain compliance with safety protocols and report incidents as necessary.
• Support regulatory programs such as the meter change-out program and customer service line inspections.
• Complete training on the AMI system and develop working knowledge of its functions in support of assigned responsibilities.

Administrative & Reporting Duties

• Track service orders and complete daily logs for work documentation.
• Record data and update work orders in the system for accurate tracking and reporting.
• Communicate with billing and customer service teams to resolve discrepancies.
• Participate in on-call rotations and holiday coverage as needed.

Education and Experience:

• High School Diploma or GED required.
• Minimum of 1 year of experience in a customer service, field service, or water distribution role preferred.
• Or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Licensing/Certifications:

• Valid Driver’s License

Additional Skills:

• Technical Skills: Basic proficiency with Microsoft Office applications; willingness and ability to learn AMI systems and meter reading technology.
• Problem-Solving: Basic troubleshooting ability with a willingness to develop skills in leak detection, billing discrepancies, and service issue resolution.
• Field Operations: Ability to operate hand and power tools, perform minor plumbing repairs, and safely work in traffic, confined spaces, and varying weather conditions.
• Communication: Ability to communicate clearly and professionally with customers, contractors, and internal teams — both verbally and in written work orders and daily logs.
• Regulatory Knowledge: Basic awareness of utility regulations and compliance requirements; willingness to learn PSC tariffs and NKWD & SD1 regulations on the job.

Work Environment and Physical Demands:

This job requires climbing, balancing, stooping, kneeling, crouching, crawling, pushing, reaching, standing, sitting, lifting, talking, hearing and repetitive motions. Heavy Work: exerting up to 50 pounds. Environmental conditions: subject to extreme heat, cold, humidity, wetness, noise, and vibration. Works with equipment such as computer, copy machine, fax, and phones. Frequently required to sit, stand, walk, and reach for objects. The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral instructions and procedures. There is no regular travel expected for this position.

Featured Benefits:

Paid Time Off Paid Sick Time 10 Paid Holidays (includes birthday) Medical Insurance

Dental Insurance Vision Insurance Pension program through Kentucky Public Pension

Authority Short- and Long-Term Disability Basic Life and AD&D Insurance Employee Assistance

Program Wellness Program Flexible Work Schedule Hybrid Work Options (some positions)

• Tuition Reimbursement

The Northern Kentucky Water District employs qualified persons in all jobs in a manner which will ensure equal employment opportunity, as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation or disability.