Operations Utility Specialist

Summary

The Operations Utility Specialist will report to the Operations Manager. The Operations Utility Specialist plays a vital role in recovering revenue and ensuring accurate waste service billing by conducting on-site audits for cities with outstanding waste management debt. This position is 90% field-based and requires visiting residential and commercial locations to verify occupancy status, tag containers (barrels), and confirm that customers are being billed correctly. The auditor uses a laptop and tablet equipped with Soft-Pak and other applications to access account information, interact with customers, and document findings in real time. Bilingual communication skills, strong customer service, and the ability to work independently are essential.

Job Description

• Drive to service locations to conduct field audits and verifications.
• Tag barrels and verify that the number of containers matches billing records.
• Assess and document property occupancy status (vacant or occupied).
• Communicate with customers in English and Spanish to resolve billing questions and confirm payment status using real-time access to Soft-Pak.
• Utilize tablet-based applications to complete audit documentation and record collection efforts.
• Work from stop-service and delinquent account lists provided by the Collections team.
• Attempt in-person payment discussions or provide guidance for resolving outstanding balances.
• Identify service discrepancies, billing issues, and potential revenue recovery opportunities.
• Reconcile audit data with internal systems and provide regular reports to management.
• Maintain professional and respectful interactions with all customers in the field.
• Other operations duties as needed

Required Qualifications

• Valid Class C Driver’s License with a clean driving record (H-6 may be required).
• Strong customer service, communication, and interpersonal skills.
• Proficient in the use of laptops, tablets, and mobile field applications.
• Excellent attention to detail, documentation, and recordkeeping.
• Ability to work independently with minimal supervision in a field environment.
• Flexibility with work schedule and ability to adapt to shifting priorities.
• Familiarity with residential collection and route systems is a plus.
• Capable of navigating efficiently using maps or GPS.
• Able to meet physical demands of the role with or without accommodations.

Preferred Qualifications

• High School Diploma or GED.
• Bilingual in English and Spanish (verbal and written communication required).
• Previous experience in the waste management, collections, or field auditing industries.
• Working knowledge of Soft-Pak or similar route/account management systems.
• Experience resolving customer billing issues or performing utility verifications.
• Knowledge of city codes or municipal regulations related to waste services.
• Strong conflict resolution and de-escalation skills in customer interactions.
• Ability to interpret service and billing data to identify trends or discrepancies.

Physical/Environmental Demands:

Physical:

• Seeing, hearing, & smelling continuously.
• Problem solving, oral communication, analytical ability, eye/hand coordination, organization, concentration, working with interruptions & interpersonal abilities continuously.
• Standing, walking, handling (holding), balancing, bending, crouching, kneeling, pushing, & reaching continuously.
• Sitting & wrist motion occasionally.

Environmental:

• Exposure to dust, smoke, fumes, odors, noise, grease, oil, hot/cold temperatures, & vibration continuously.
• Exposure to electrical hazards, chemicals, standing on concrete, and uneven or slippery surfaces frequently.
• Works inside & outside. 

Salary $22.00 - $28.00 hourly

Benefits: