Service Representative II

Service Representative II

We are seeking a skilled and customer-focused professional to join our self-directed team responsible for monitoring automated meter reading (AMR) systems, analyzing data, resolving customer consumption issues, and ensuring accurate reporting and system performance. Positions assigned to this classification serve as members of a self-directed work team and perform skilled water utility customer service functions and collection, transfer, reporting and analysis of meter and automated read collection information.

Monitors multiple automated meter reading (AMR) systems and software applications, analyzes data to perform problem resolution, reviews application performance, and recommends best placement and field application techniques. Resolves customer consumption issues and data and information management issues.

Salary information and benefits: This position will start at Step 1 ($30.54/hour). Employees receive step increases annually in accordance with the Guild of Pacific Northwest Employees, Local 1937 Collective Bargaining Agreement and City policy. The full hourly range for this position is $30.54 - $37.39. For internal candidates, placement within the range is based on City Pay Placement Procedures. At the City of Bellingham, we offer a comprehensive benefits package that helps you thrive in both your career and personal life. Join our team and enjoy the peace of mind knowing that you and your loved ones are well cared for.

Essential functions: Maintains accurate records in the utility billing and asset and work management systems regarding meters, meter readings, read estimates, work orders, and water service information. Reviews meter install and exchange work orders to appropriately update records. Creates, recommends and generates preventative maintenance task work orders that support continued meter operation and meter box maintenance.

Performs daily audits of meter readings. Diagnoses, trouble-shoots, and resolves meter reading anomalies. Including operation of software related to AMR. Generates AMR system diagnostics and read summaries to conduct analysis of read accuracy and system performance. Verifies meter readings to diagnose meter and AMR malfunctions. Recommends and/or provides meter, register, and AMR repair and replacements. Reports all damaged or tampered items found in the field to the water maintenance staff.

Provides training and written procedural documentation regarding the installation, programming, trouble shooting and operation of AMR technology, meter reading and route processing functions. Give direction and technical assistance to the Service Representative I and water crews in regards to meter reading and AMR technology. Generates reports and provides analysis of data to determine accuracy of water usage and potential customer leaks. Coordinates customer field visits and sends leak notifications and other materials regarding water use. Informs customers on water conservation matters and provides information on leak detection methods.

Prepares statistical reports, graphs, charts, and geographical representation of meter and water service-related information. Provides field verification and detailed drawings of meter and water service locations for GIS mapping. Responds to designated customer, Finance Department, or other water utility commercial, industrial, and residential calls. Reviews account information including history, service changes, exception reports, and other data. Refers or initiates customer service communication calls and plans appropriate visits such as field checks for vacant and pending accounts or other assigned activities.

Performs water utility billing and customer service team functions such as job planning, scheduling, coordination, and review activities. Establishes meter reading routes, route reorganizations, and reading schedules to improve work efficiency and meet billing deadlines. Performs all of the Service Representative I duties in order to perform meter readings, re-reads and customer service tasks as needed. Provides day-to-day direction and work assignments to Service Representative I position.

Additional work performed: Provides support and direction of technical issues, monitors work efficiencies and deadlines, works with vendors and coordinates AMR system and equipment upgrades and system technical training, as assigned. Participates in the planning process for the development of department goals and objectives. Conducts, attends and participates in a variety of team or departmental meetings. Works with other departments and divisions to enhance productivity and problem resolution.

Working environment: Work is performed primarily in an office environment working extensively at a desktop computer. Periodic data collection in the field requires work outdoors in all weather conditions. Field duties involve extended driving and traversing in all weather conditions throughout the water utilities service area. General safety precautions are taken for extended walking, lifting, driving in the course of performing field duties. Physical abilities to perform the essential functions of the job including: Operate a motor vehicle; Frequently operate a computer and other office machinery such as a keyboard, mouse, phone, and fax machine; Frequently communicate accurate information and ideas with others; Traverse between work sites including outdoor locations, and areas of uneven terrain; Occasionally stoop, bend, and transport weight up to 50 lbs.

Experience and training: Two years of experience or training using multiple computer software programs for data collection, record keeping, data processing, spreadsheets, reporting and data analysis required. One year of college or technical training of general education course work toward a degree at an accredited college or university may be substituted for up to one year of experience using multiple computer software programs for data collection, record keeping, data processing, spreadsheets, reporting and data analysis. Two years of experience providing direct service to the public required. Experience with automated meter reading systems or Public Works water utilities preferred.

Necessary special requirements: Valid Washington State driver's license and good driving record. Candidates must submit a three-year driving abstract prior to hire. Verification of ability to work in the United States by date of hire. Employment contingent upon passing a criminal convictions check and child and vulnerable adult abuse records check (see Fair Hiring Practices below). Successful completion of continuing education studies, workshops, and other training as identified by the department to keep up on procedures, appropriate methods, and technology.

Selection process: You are encouraged to print a copy of this job announcement for your reference as the process moves along. Please ensure your application is complete and all required information has been provided. Standard completeness means all application fields (contact information, personal information, education, work experience, references, and supplemental questions). Application materials should comprehensively document your experience and skills related to the position responsibilities and experience/training requirements. As part of the City's commitment to reducing bias in the hiring process, Human Resources redacts personally identifiable information for reviewers. Only the documents listed as required will be reviewed.

Application review process: Minimum qualifications: Applicants must provide specific, detailed information so an initial determination can be made regarding your level of qualifications for this position. Applicant status will be updated on or around December 3, 2025. If there are nine (9) or more qualified candidates; Experience and training rating: Applicants that meet minimum qualifications will go through an Experience and Training Rating Applicant status will be updated on or around December 10, 2025. The top eight (8) scoring applicants from the Experience and Training Rating will be invited to participate in an Oral Board Interview, tentatively scheduled for the week of December 15, 2025. If eight (8) or less candidates meet the minimum qualifications, all will be invited to the Oral Board Interviews, tentatively scheduled for the week of December 15, 2025. Applicants will be notified via email of Final Scores & Ranks. The final ranking of the register will be based on total scores for the following: If eight (8) or less candidates meet the minimum qualifications, the Oral Board Interview will be 100% of overall score. Candidates scoring a 60% or higher on the Oral Board Interview will be placed on the eligibility list. If there are nine (9) applicants that meet minimum qualifications, the Experience and Training Rating will be 40% of overall score and Oral Board Interview will be 60% of overall score. Candidates scoring a 60% or higher on the Oral Board Interview will be placed on the eligibility list. Final candidates will be referred to the department for additional examination, assessment, or test. This recruitment process will create a Civil Service eligibility register that will be used to fill current and future vacancies as they become available. There is currently 1 full-time vacancy in Public Works. This position is represented by a union.

Equal opportunity: The City of Bellingham is an Equal Opportunity Employer. We do not make decisions on the basis of an individual's race, religion, creed, color, national origin, sex, marital status, age (40+), disability, retaliation, sexual orientation or gender identity, honorably discharged veteran or military status, status as a victim of domestic violence, sexual assault, and stalking, use of a trained dog guide or service animal by a person with a disability, or any other basis prohibited by local, state, or federal law. All are encouraged to apply for employment. Fair hiring practices: The City provides individuals who have been arrested or convicted of a criminal offense an equal and fair opportunity to obtain employment. The City will not inquire about an applicant's criminal history until after a conditional job offer has been made. The City will disregard the prior arrest and conviction record of an otherwise qualified individual unless the offense is directly related to the job position for which the individual has applied. The City will notify an otherwise qualified applicant about a potentially disqualifying conviction and give the applicant an opportunity to submit information regarding the accuracy of the criminal records as well as evidence of mitigation or rehabilitation, as appropriate.

Civil service information: This position is subject to the Bellingham Civil Service Commission. When a vacancy occurs,