Employees must be Boston residents on their date of hire and for the duration of their

employment subject to BWSC policies and collective bargaining agreements

Provides technical customer services to a wide variety of customers, such as water and sewer customers, in-house personnel, and government agencies; is responsible for the initiation and monitoring of a variety of Commission applications and permits, which involves calculating fees, deciphering site plans and inspection reports, and processing checks and documents related to General Services Applications and other Commission services.

Essential Functions:

(The essential functions or 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 the position.)

• Prepares applications for a wide variety of services.
• Reads and interprets plans and specifications for compliance with applicable BWSC, state, and federal regulations and requirements. Plans should include, but are not limited to, site plans any utility plans, and General Service Application plans or any other Commission plans or permit applications that the Commission directs.
• Reads and interprets specifications for compliance with applicable BWSC, state. And federal regulations and requirements.
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• Researches statutes, rules, codes, interpretations, and standards to ensure proper code application.
• Computes charges for applications and permits.
• Processes fees for applications and permits and other services.
• Calculates street cut sizes for contactors.
• Initiates new customer accounts.
• Schedules inspections.
• Schedules dye testing.
• Opens work orders for meter installations and water let on.
• Processes sewer abatement applications and fees.
• Processes fire flow testing and fees.
• Issues and maintains Drain layers licenses.
• Tracks bonded contactors and maintains distribution list for Commission wide use.
• Provides research for customers.
• Confers and corresponds via telephone, email, and at the customer service counter to resolve issues.
• Maintains a variety of databases.
• Reviews videos for account reactivations.
• Scans reports into files.

• Performs similar or related work as required, directed or as situation dictates.

Education, Training and Experience:

High School Diploma or equivalent required; Bachelor’s Degree in geography, Computer Science, Engineering, or related discipline preferred. Three (3) years of experience with engineering drafting and field data techniques, as well as of customer service experience is preferred.

Knowledge, Ability and Skill:

Knowledge:  Basic knowledge of civil engineering and engineering survey and design; basic knowledge of drafting; working knowledge of public works construction; working knowledge of computer applications to engineering; working knowledge of local and state regulations.

Ability: Work in a team oriented atmosphere; communicate in written and oral form about water and sewer codes and regulations; follow directions in written, graphical and oral form; perform technical research; compile comprehensive reports and the engage in the practical application of findings; assess conditions in a variety of locations and determine proper course of action; deal effectively and diplomatically with the public consultants, officials, department heads and other constituencies; read site plans.

Skill: Strong interpersonal skills; excellent written and verbal communication skills; proficient computer skills including MS Office applications and specialized software including AutoCAD and HydroCAD; skills in operating the above listed tools and equipment. 

Physical Requirements:

The physical demands 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.  

This position is regularly required to sit, talk, hear, use hands to finger, handle, feel or operate objects, tools, or controls, and reach with hands and arms as in picking up paper, files, and other common office objects.  Physical agility required to access all areas of inspection sites.  Employee may occasionally lift and/or move objects weighing up to 20 pounds.  Vision and hearing at or correctable to normal ranges.

Supervision:

Supervision Scope:  Performs various duties of a routine to complex nature following acceptable standards of quality and performance; requires independent judgment in determining methods of completion and carrying out assignments.

Supervision Received:  Works under the general supervision of the Manager Engineering Customer Service.

Supervision Given: None.

Job Environment:

• General office conditions, operates telephone, computer, and standard office machines.
• Makes frequent contact with municipal, state and federal representatives, city officials, businesses, property owners, engineering consultants, department heads, the public, other city employees. Contacts are in person, by phone, email and group meetings, hearings.
• Has access to department-related confidential and/or sensitive information.
• Errors could result in delay or loss of services, personal injury to self and/or others, damage to building and equipment, and significant monetary loss and/or legal repercussions.

                    Affirmative Action/Equal Employment Opportunity Employer