Customer Service Field Team Serves as District’s Eyes and Ears
MNWD provides water and sewer service to Aliso Viejo, Dana Point, Laguna Hills, Laguna
Niguel and Mission Viejo. It’s difficult to picture the needs of approximately 165,000
customers and to provide the high level of customer service they deserve without being
present throughout our 36.5-square-mile service area on a daily basis.
MNWD’s Customer Service Field Team is comprised of meter readers, meter technicians,
cross connection/backflow inspectors and field representatives that serve as the District’s
eyes and ears on the ground, and the primary liaison between MNWD and our customers.
The team responds to nearly 1,700 customer inquiries each month, visiting residential and
commercial customers to start new services, answer questions about leaks and water
pressure, and address meter issues. They are also responsible for providing water to new
construction sites and monitoring construction water use.
The team’s four meter readers read more than 47,000 residential meters each month. They
use hand-held computers with wireless wands to input the data, walking nearly 10 to 15
miles a day to ensure customer bills are accurate and on time. The team also reads the
District’s 7,500 commercial meters using an automated meter reading system. MNWD
employees drive through the commercial centers and collect meter readings sent wirelessly
to a laptop computer that is located in their vehicles. This type of system helps our
employees be safe and efficient when they read meters along freeways, on steep slopes
and in crowded commercial centers.
Since Field Team members spend so much time in the community, they are also
responsible for paying attention to the District’s infrastructure. The team looks for leaks in
the street and at fire hydrants, and replaces or repairs vaults, meter boxes and lids to
prevent trip hazards. Being in the community also makes them available to inform
customers of potential issues, answer questions and provide recommendations for saving
water and money.
MNWD’s Customer Service Field Team is here to make sure that your dealings with the
District are an easy and positive experience. If there’s anything we can do to help, please
call us at (949) 831-2500 or stop us on the street. We’re available 24 hours per day, seven
days per week.