Water Resiliency Representative

Meet Santa Margarita Water District 

Santa Margarita Water District is a dynamic, forward-thinking agency dedicated to delivering high-quality potable water, recycled water, and wastewater services to its 200,000 customers across Southern Orange County. As one of the region’s largest and most impactful utilities, we are committed to the highest standards of transparency, innovation, and environmental stewardship. 

Our people drive our progress, innovation, and results. Our collaborative, human-first culture fosters the sense of fun, comradery, and a rewarding sense of purpose as we do work that matters. 

Dynamic teams of intelligent individuals work collaboratively to achieve SMWD’s goals and solve challenges with a common aim that fosters a unique bond that is not often found in governmental agencies. 

Santa Margarita Water District’s values include: 

• Exemplary service excellence 
• Intelligent innovation that is forward-thinking and adaptive 
• Ethical fiscal responsibility and transparency 
• Environmental and resource stewardship 
• Employee development and leadership training 
• Building relationships that strengthen communities 

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed by individual positions.

As a Water Resiliency Representative, you’ll be the frontline hero, guiding homeowners through solutions to conserve, protect, and manage our water resources. Become a trusted advisor: You’ll provide clear explanations, troubleshoot issues, and connect customers to valuable tools and programs, ensuring access to safe and reliable water for generations to come. Join a team making a difference: Your passion for sustainability and dedication to customer service will fuel our mission to build water resilience, one conversation at a time

JOB SUMMARY

Under general supervision, performs a variety of customer service functions related to the implementation and coordination of water conservation, water loss prevention, accurate water meter reading, and responsive customer service and outreach. Support for, and close coordination with, teams responsible for water efficiency, cross connection, GIS, customer relations, and customer service field duties are essential functions of this job classification.

DISTINGUISHING CHARACTERISTICS 

A Water Resiliency Representative performs journey-level duties characterized by tasks of limited scope, involving practical application of knowledge, skills, and customer service related to water resources management. This position receives direction from the Director of Water Resiliency – Customer Service and is directly supervised by the Water Efficiency Manager. 

Essential Functions:

ESSENTIAL FUNCTION STATEMENTS 

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

1. Operate a vehicle and a variety of hand tools and test equipment related to the work.
2. Operates vehicles in performing assignments; ensures assigned vehicle is checked for proper fuel and fluid levels; inspects and fuels vehicle; reports any inoperable deficiencies through daily trip logs.
3. Responsible for helping answer and respond to Water Resiliency Division phones, responds to customer emails and phone calls about high bills and conservation program questions; provides accurate customer consumption data in person, by phone, or by electronic means to help customers determine the possible cause and solution to a high bill.
4. Reviews meter readings to ensure accuracy of readings and that high and low usage amounts recorded fall within historical consumption limits, requesting and performing rereads when appropriate; investigates high flow and potential leak events in the field, coordinating with customers and District personnel for resolution.
5. Schedules and conducts residential and commercial site surveys and inspections related to billing and conservation programs; Provide high-bill or leak resolution on site surveys along with conservation outreach materials; Complete forms, service orders, and perform customer service follow-up activities, as appropriate.
6. Coordinates with Cross-Connection Specialists on recycled water sites related to performing inspections, assisting with cross-connection tests, and performing field condition assessments.
7. Keeps accurate records of readings and other data collected in conformance with department procedures; coordinates with GIS team to perform field duties, such as geolocating District assets and performing water leak hot-spot analyses.
8. Proactively identifies utility and customer-side leaks using leak detection tools and procedures; coordinates with Street Crew and/or Construction Inspectors to pinpoint and repair leaks.
9. With direction from the Water Efficiency Manager, assess and diagnose accuracy and performance of the District’s in-ground meter population; coordinate with Water Resiliency and Customer Service Field teams for water meter repairs/replacements, as appropriate.
10. May assist with training others to read meters, operate meter reading equipment, perform leak check analysis at services, and operate GPS and GIS equipment.
11. Installs, maintains, tests, calibrates, repairs, troubleshoots and makes recommendations for modification to all sizes (5/8” to 36”) and types of District meters including: positive displacement, turbine, single jet and propeller.
12. May assist with reading residential, commercial, and industrial meters on varying assigned routes; locates meters and records readings within a set timeframe.
13. Reads and interprets blueprints and installation manuals for metering systems and provide technical support and advice to other departments or outside customers.
14. Provides miscellaneous support to other Water Resiliency, Customer Service Field, Customer Relations, or Operations crews regarding the operation and maintenance of the District’s water systems. 
15. Advises and requests from supervisor, requisition of supplies, materials, tools and equipment.
16. Ensures customer and interdepartmental coordination of water interruption to perform meter maintenance.
17. May participate in District Standby Program.
18. Attends community events representing the District after hours and on weekends to help educate customers and promote the District’s conservation programs.
19. Complies with District safety rules and regulations and attends applicable safety training.
20. Inspects assigned vehicle and ensures that condition of vehicle meets the District’s safety standards.

QUALIFICATIONS

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education, Training and Experience: 

Graduation from high school or GED equivalent. One year of experience reading meters and testing or replacing/repairing or calibrating meters (5//8” through 36”) in either the field or shop settings is preferred; excellent communication skills and proficiency working with Microsoft Word, Excel, and Outlook; experience interacting with the public and providing quality customer service is desired; ability to speak and understand Spanish is desired.

Licenses; Certificates; Special Requirements:

Possession of or the ability to obtain a valid California Class C driver’s license and the ability to maintain insurability under the District’s vehicle insurance program.

Possession of a California State Water Resources Control Board Water Distribution Certificate of at least a grade I is required. Possession of one of the following certificates is desirable:

• Cross-Connection Control Specialist Certificate issued by the American Water Works Association 
• Backflow Prevention Device Tester certificate
• CA-NV AWWA Water Conservation Practitioner Level 1 certificate

Knowledge of: 

1. Traffic control practices and requirements.
2. Methods and procedures used in pulling and repairing large meters and other equipment.
3. Safe Drinking Water Act and other relevant local, state and federal law and regulations.
4. Safety policies, procedures, and safe work practices applicable to assignment including OSHA regula­tions. 
5. Principles and practices of sound business communication and customer service; correct English usage, including spelling, grammar, and punctuation.
6. Records management, recordkeeping, filing and basic purchasing practices and procedures. 
7. Uses and operations of computers, field and software area measurement tools, and common database and time tracking software, such as Microsoft Outlook, Teams, and Excel.
8. Must be familiar with and comfortable adjusting irrigation devices, equipment, and scheduling.
9. Must be familiar with backflow protection devices, testing, and how to interpret and apply the District’s rules and regulations related to domestic and non-domestic water service.

Ability to: 

1. Safely operate a District vehicle on city streets and freeways. 
2. Effectively communicate both orally and in writing, with customers, office/field employees, management, and vendors.
3. Represent the District in a professional manner when dealing with customers, outside contractors and agency officials.
4. Advise and provide interpretation to others on how to apply policies, procedures, and standards to specific situations.
5. Establish and maintain positive, cooperative, and effective working relationships with all those encountered in the course of work.
6. Use good personal judgment and discretion in performing all job functions. 
7. Exercise independent judgment when making decisions involving specific job functions, shutdowns and most efficient utilization of staff and equipment in absence of Supervisor.
8. Add, subtract, multiply, and divide.
9. Calculate water formulas and interpret applicable tables and charts; knowledge of algebra.
10. Understand the District’s rate structure and how the water budgets are calculated for different customer classifications to provide effective customer service.
11. Read and interpret irrigation design plans; perform irrigation pressure tests; be familiar with backflow prevention devices and testing of such devices; and assist with cross-connection inspections.
12. Practice safe work methods in the course of work.

Additional Information:

PHYSICAL AND MENTAL DEMANDS 

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical Demands 

While performing the duties of this job, the employee is regularly required to sit, walk and stand; talk and hear; use hands to finger, handle, feel or operate objects, tools or controls; operate and drive an automobile to conduct District business; reach with hands and arms; perform repetitive movements of hands or wrists; climb or balance on ladders or stairs; stoop, kneel, bend at the waist, crouch or crawl; and smell. The employee is frequently required to lift up to 15 pounds and up to 100 pounds with assistance. The employee must frequently walk up to 4 miles a day.

Specific vision abilities required for this job include close vision, distance vision, use of both eyes, depth perception, color vision and the ability to adjust focus. 

Mental Demands 

While performing the duties of this class, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses a math; learns and applies new information and skills; responds to emergency situations; and interacts with others encountered in the course of work, including frequent contact with customers and/or the public and dissatisfied/abusive individuals.

WORK ENVIRONMENT

The employee works in both an office and field environment where the noise level is usually moderate. The employee works in outdoor weather conditions; extreme heat or cold; wet, humid conditions; precarious places; on uneven or slippery surfaces; near mov­ing mechanical parts; near moving equipment; and near heavy traffic. The employee is exposed to fumes or airborne particles, toxic or caustic chemicals, and biological hazards. The employee is occasionally exposed to loud or prolonged noise and equipment with heavy vibrations. The employee may be exposed to environmental factors such as toxic agents and wildlife.

The employee may be required to work various shifts and standby at night, on weekends and holidays as needed.