Utility Services Representative

Performs responsible technical and administrative work in support of the Development Department in the Engineering & Planning Division. Primary duties include but are not limited to providing technical support to Project Engineers and the Utility Services Manager, providing utility information to customers, approved plan intake and filing, calculates utility permit and certification fees for issuance to customers. This position compiles, analyzes and reconciles daily and monthly financial reports via permitting software application. Close contact with the public and customers is required. Experienced worker generally initiates their own daily assignments, follows through on matters, and uses judgment and training to take appropriate actions to deal with standard and non-standard situations. Demonstrates a commitment and supports a culture of diversity, equity and inclusion.

• Processes applications for water and/or sanitary sewer availability for customers requesting new connections along with upgrades to existing accounts. Provides general engineering consultation services to include: researching utility availability in Prince William Water and Prince William County mapping systems and advising customers of utility locations, requirements and processes necessary to obtain utility connections for their property.
• Establishes new accounts and processes permits for utility connections in both Prince William Water's permitting system and the billing system for future utility billing. Research project plans for information to accurately calculate plan review, utility permit, and certification fees for future payment.
• Provides guidance to USG in the absence or at the request of the Utility Services Manager.
• Provides backup to USG functions and performs those duties during staff absences or as assigned.
• Researches locations and customer accounts to setup and issue permits for customers requesting Demolition permits and Sewer lateral replacements. Informs Customer Service and Inspections of actions needed in the Demolition process. Schedules Demolition and Sewer lateral replacement inspections.
• Responsible for generating and reconciling daily and monthly financial reports; review of daily reports investigating all charges and payments for any errors or discrepancies. Daily tracking of all certification documents along with linking commercial and multi-family certifications to the Master Certification Listing for Compliance. Generates and reconciles the monthly Local Facilities Charge (LFC) payments to the LFC tracking log.
• Researches complex billing matters.
• Manages difficult customer situations and responds promptly to the customer needs.
• Assists Utility Services Manager with the customer notification of changes in developer fees.
• Assists with complex and unusual Equivalent Residential Unit (ERU) credits and assignments for projects.
• Tracks and records monthly ERU reconciliation for management.
• Processes all incoming Prince William County approved plans; and historically links Cityworks case number to existing Prince William Water projects. Determines submission status of incoming plans, creates project in permitting system. Coordinates and directs the proper placement of all development plans. Records plan locations and changes to locations, updates revisions, distributes and removes plans as required. Monitors filed plans for Prince William County expiration dates.
• Acts as lead tester for Cityworks software upgrades and implementation of new functionality, developing test cases for system upgrades and patches.
• Serves as Cityworks power user to correct, open, move and create new tasks in workflow for Cityworks end users.
• Performs receptionist duties such as greeting and providing assistance to customers of the Engineering & Planning division both in person and on the phone with various connection inquiries, status of deeds and project permitting inquiries. Assists visitors for meetings by notifying engineering personnel of their arrival.
• Assists with the processing of final inspections for occupancy and meter set requests from builders & customers; updates inspection request log, issues work orders to field personnel, tracks and records inspection work order results. Applies re-inspection fees to accounts in permitting system and ensures all fees are paid prior to rescheduling.
• Coordinates large meter installations with the meter service group.
• Distributes agreements/capacity allocation acknowledgements for large meters.
• Processes correspondence along with typing, faxing, mailing, copying and filing for the department.
• May be deemed essential at any time.
• Performs other duties as assigned or required.

Essential Competencies:

• Knowledge of modern office practices and procedures, standard office equipment including desktop personal computers (PCs), large scanners and plotters, printers, photocopy and facsimile machines; permitting and billing software related to assignment, basic mathematics, record-keeping and related processes to include principles and practices of financial record keeping and bookkeeping.
• Ability to interpret, discuss and relay Prince William Water policies and procedures with regard to utility connections; accurately perform mathematical calculations, prioritize work, coordinate multiple tasks and follow up as required. Work effectively in the absence of supervision; operate computer equipment and software applications related to assignment.
• Ability to determine customer needs by asking pertinent questions to obtain relevant information.
• Excellent communication and problem-solving skills and attention to detail, spelling and grammar.
• Ability to compose internal and external correspondences.
• Ability to work effectively with others; establish and maintain effective relationships with those contacted in the course of work.
• Proficient in a variety of software programs to include; Microsoft Outlook and Microsoft Office Suite, Cityworks, Cayenta, and Foxit .
• Ability to work in an Arc GIS web environment.

• High school diploma or GED.
• At least three years of progressively responsible technical and administrative experience that includes responsible public contact with emphasis in permitting for an engineering, development or building department.
• Or combination of education and experience as described above.

• None.

• None

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: The work is mostly sedentary with periods of light physical activity. Typical positions require workers to lift and carry up to 20 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards. The work requires the ability to speak clearly and to see and hear clearly with or without correction.
• Work environment: Primary work is performed indoors in a standard office environment. The noise level in the work environment is usually moderate.