Overview
The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.
Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.
Function
This position provides customer service assistance to the public as well as well as other agencies within Mecklenburg county such as 311, Customer Service, police departments and fire departments.
Summary
Work involves: answering calls and questions from customers and the public; Operating a two way radio and office equipment; initiating new service requests; issuing field orders to rapid response crews; communicating with field employees; distributing work for next day’s business; dispatching resources to investigate and correct conditions in the field; responding to inquires regarding outages; relaying complaints to the appropriate zone; This position monitors lift station alarms, cameras and answers gate and door calls.
This is a 3rd shift position - 7:00pm - 7:00am (days
will vary)
Major Duties and Responsibilities
• Receives and answers telephone calls requesting service, inquiries, and reports of emergencies from both internal and external customers.
• Answers gates and door buzzers; alerts others regarding alarms.
• Responds to concerns regarding water main breaks, leaks at properties, and other irregularities within the water distribution system; documents applicable information in appropriate system.
• Creates and assigns service orders in Service Suite or Banner.
• Coordinates and distributes service order work in the work order management systems for the Senior Water Service Technicians or the Rapid response crews.
• Directs field staff to address high priority customers and water distribution system situations.
• Maintains and processes reports from OnBase.
• Provides additional information of water mains, valve, fire hydrant, and water meters locations to assist in the repair or work of the operations.
• Assists staff with resolution of field issues that may hinder completion of service work and troubleshooting equipment concerns.
• Generates service requests for the Senior Water Service Technicians personnel to investigate water services and metering equipment for leaks.
• Calls emergency on-call personnel to respond to after-hour call backs.
• Escalates any issue or situation through a supervisor call list or to other divisions.
• Ensures compliance with applicable regulations, laws, policies, and standard operating procedures.
• Identifies improvement opportunities and communicates to supervisor.
• Supports Field Operations dispatch as directed or as needed.
• Performs other related job duties as assigned.
• Monitors the SCADA alarm system for the lift station manager and calls the after hours on-call personnel when needed.
• Notify street flush
• Notify Hobb’s Plumbing
• Calls 811 for emergency locates.
• Able to troubleshoot and ask key questions to interpret, analyze customers concerns or complaints.
Knowledge, Skills & Abilities
• Knowledge of Microsoft Office Suite, GIS, and mapping systems,
• Knowledge of work orders and billing database systems along with mobile applications.
• Knowledge of the Charlotte City code and other policy documents as those documents relate to customer service, field operations, and engineering functions.
• Skill in communicating, both verbally and in writing.
• Skill in operating computers and technology.
• Skill in analysis and problem solving.
• Skill in making math calculations.
• Ability to follow directives and instructions.
• Ability to work independently.
• Ability to work in a fast paced environment. Requires a flexible work schedule with the availability to work overtime
• Ability to operate a two-way radio.
Preferred Qualification
• Preferably an associate degree from an accredited school.
Minimum Qualifications
• High school diploma or GED from an accredited school
• Three (3) years or related work including experience dealing with the principles and practices of utility customer service, water distribution operations, and work order management systems.
Licenses, Certifications or Registrations:
• Requires a valid driver’s license with acceptable driving record.
Conditions of Employment
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
As of October 1, 2021:
The City of Charlotte requires proof of COVID-19 vaccination as a condition of employment for any new City of Charlotte employees.
The City is an Equal Opportunity Employer, and as such, will consider reasonable accommodations as required by law.
How To Apply
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.
Benefits
The City of Charlotte provides a comprehensive benefits package to all employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.
In Conclusion
If you have technical issues submitting your application, click here.
