Customer Service Technician

Requisition ID : [[id]]

• Share Our Purpose. Be Yourself. Feel Valued. People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals. We are Beautifully Different . We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey.
• About American Water American Water (NYSE : AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders. As one of the fastest growing utilities in the U.S., American Water expects to invest $40 to $42 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities. American Water has been recognized on the 2023 Bloomberg Gender-Equality Index for the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions. For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram. _ Primary Role _ Responsible for meter installation, locating water lines, obtaining meter readings and turning water on and off at a customer site. Key Accountabilities Occasionally installs meters and change outs which include the following :
• Drives van with automatic transmission to the location of the meter. Constant gripping of the wheel, neck rotation and slight flexion.
• Seated task with vibration noted. Walks to location of meter. May be on uneven or slipper surfaces, can be on gravel, mud, ice, snow or concrete.
• Meters can be located in a pit on the ground.
• Uses a tool to turn the nut, lifts the cover (11#) from ground level and then reaches into the pit.
• Uses a wrench to remove or install meter.
• This task requires trunk and neck flexion, gripping of the tool, wrist and forearm deviation, forward reaching, kneeling and / or squatting.
• May lie on stomach on the ground and reach into the pit using the wrench.
• Residential meters weigh 5# however 2" or larger meters are up to 65#.
• May have to go up / down stairs, climb a ladder, crawl in a crawl space, reach overhead, side bend and assume awkward positions when running the wires for the meter.
• Uses drill (less than 5#) to drill hole in wall for wires.
• Carries hand tools in bucket when climbing ladder (up to 20 #).
• May use spud bar (17#) to chip ice or asphalt form the meter pit.
• Gripping with both hands, elbow flexion and extension, striking force into asphalt or ice, shoulder flexion and neck flexion required to this task.
• Variable amount of force required depending upon the surface.
• May have to hand shovel dirt from around the meter cover location.
• Can use backhoe if it is excessively deep.
• May have to go down into confined spaces.
• May have to lift manhole covers up to 100# from ground to waist level on an infrequent basis (not a daily task).
• Two persons perform this task.
• Tools used are shovel, ladder, spud bar, wrenches, hammer, sledge hammer, drill. computer. Occasionally on a daily basis locates water lines which include the following :
• Drives van with automatic transmission to location of the water lines.
• Constant griping of the wheel, neck rotation, and slight flexion.
• Seated task with vibration noted. Finds and marks locations of the water lines.
• Finds meter tile and removes meter lid with meter key, hooks locating cables to the service (may require shoveling to remove dirt or debris from top of meter tile, may require hammer and / or small pry bar to loosen stuck lid.
• Depending on size of meter, lids range weights range from 10 to 65#'s.
• Uses map to locate the area and then pulls card from file in the van.
• Picks up locate instrument (4#) which is a magnetic locator to find the pipes.
• Neck flexion, sweeping motion with arm and gripping of tool. Puts flag (negligible weight) in location or spray paints mark.
• Neck flexion, lift / carry less then 1#.
• Using probing rod which is pushed into the ground in an effort to locate the water main by hitting the main with the probe.
• Uses locate instrument (4#'s) which is a magnetic located to find water mains and pipe.
• Neck flexion, sweeping motion with arm while gripping the tool.
• Tools used : Metrotech, flag, meter, card file, map, computer. Key Accountabilities (cont) Frequently turns water on / off which include the following :
• Drives van with automatic transmission to the location of the meter. Constant with vibration noted.
• Walks to location of meter.
• Meters can be gripping of the wheel, neck rotation and slight flexion.
• Seated task located on the side of buildings and most are located near ground level.
• Meters can be located in a pit on the ground.
• Task requires trunk flexion, neck flexion using tool to turn the nut and remove meter cover (grip and wrist deviation), and using shut off key (up to 30#) to turn 1 / 4 turn.
• This requires reaching from chest to waist height, shoulder flexion and abduction / adduction, elbow flexion and extension and heavy grasping.
• Replaces cover and tightens nut. May use spud bar (17#) to chip ice or asphalt form the meter pit.
• Gripping with both hands, elbow carrying a short distance, trunk flexion and forward reaching.
• Cleans mud from inside of vehicle, forward reaching, grasping, elbow flexion and extension, trunk flexion, side bending.
• Tools used are cleaning supplies.
• Tools used are laptop and desktop computer. As needed, cleans truck which include the following :
• Removes all tools from the back of the truck.
• Lifts up to 30# from waist height and flexion and extension, striking force into asphalt or ice, shoulder flexion and neck flexion required to this task.
• May have to go down into confined spaces.
• May have to climb stairs or a ladder.
• May have to lift manhole covers up to 100# from ground to waist level on an infrequent basis (not a daily task).
• Two persons perform this task.
• Tools used are ladder, spud bar, shut off key, wrenches, computer. Occasionally performs computer work which includes the following :
• Uses laptop in van to record each stop. Trunk rotation, neck flexion and input via computer keyboard for short periods.
• May run reports in the morning at the office Seated task using computer keyboard and mouse. _ Certications / Licenses _
• Valid Driver’s License and ability to pass motor vehicle background check.
• HS diploma / GED. _ Competencies _ Champions safety Customer obsessed Cultivates innovation Nimble learning Drives Results Collaborates
• Join American Water...We Keep Life Flowing ™
• American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.