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Customer/Revenue Serv. Assist (Dispatch) #2201-012600-01

Date Opened
Thursday, May 05, 2022 4:30 PM
Close Date
Wednesday, May 18, 2022 11:59 PM
Charlotte Water
  • $38,661 - $42,956 - Commensurate with experience
Employment Type
  • Full Time


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.


Under general direction of the Operations Supervisor, works in a dispatching environment by answering calls and communicating with field units.


Will receive customer calls for emergency situations, assist department in resolving outages or individual service interruptions.  Resolve customer issues or dispatch resources to investigate and correct conditions in the field.  May attend to inter-city and department inquiries, assist external and internal customers with water, sewer and stormwater service questions, provide information and direction for line extension and new service requests, answer billing questions, resolve complaints, run and process daily reports, create and issue field service orders, coordinate and distribute work for next day’s business and support divisional workgroups in accomplishing objectives.  

There are two openings for Dispatch:

1. Monday through Friday - Hours: 7:00am-3:30pm. 
2. Wednesday through Sunday - Hours:  3:30pm-12:00am

Major Duties and Responsibilities

Receives and answers telephone calls requesting service, inquiries, and reports of emergencies from both internal and external customers.
Responds to concerns regarding water main breaks, leaks at properties, and other irregularities within the water distribution system and documents all applicable information in appropriate system. 
Creates and assigns service orders in the dispatching and billing system applications.
Coordinates and distributes service order work in the work order management systems.
Directs field staff to high priority customer and water distribution system situations.
Runs and processes divisional reports from Advantage, Congnos and FDM and follows the prescribed work instructions to complete and resolve each report or document assigned.  
Supplies information to the field by obtaining and interpreting “bluedot”, blueprints, plans, maps, and section plats of the service request.
Provides additional information of water mains, valve, fire hydrant, and water meters locations to assist in the repair or work of the operations. 
Assist staff with resolution of field issues that may hinder completion of service work and troubleshooting equipment concerns.
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. 
Ensure compliance with applicable regulation, law, policies and standard operating procedures.
Identify improvement opportunities and communicate to section supervisor.
Supports Field Operations dispatch as directed or as needed. 
Performs other duties as assigned.

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 organizing
Skill in operating computers and technology.
Skill in analysis and problem solving.
Skill in making math calculations.
Skill in providing customer service.
Ability to follow directives and instructions.
Ability to work independently.
Ability to work in a face pace environment. Requires a flexible work schedule with the availability to work overtime.
Ability to operate a two-way radio.

Preferred Qualification

Preferably a two-year degree

Minimum Qualifications

High school diploma or equivalent, preferably a two-year degree
One (1) year of comparable experience, supplemented with the principles and practices of utility customer service, water distribution operations and work order management systems. 

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.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to

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


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

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