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Customer/Revenue Service Specialist - Account Services #2205-012800-01

Date Opened
Wednesday, May 18, 2022 8:00 AM
Close Date
Tuesday, May 31, 2022 11:59 PM
Section
Charlotte Water
Salary
  • $22.14 - $27.67/hour - Commensurate with experience
Employment Type
  • Full Time
Go Back View Benefits

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 monitors customer service performance in the Account Services section.  

Summary

Work involves a semi-call center environment with front facing customer contact. Specializes in all complex billing and account inquires, complaint investigation, backflow programs, dispute resolution, and water/sewer service availability. Supervises a team of Account Services agents and directs Revenue Recovery work.

Major Duties and Responsibilities

• Supervises and coordinates work activities of assigned staff; assigns work, monitors status of work, and inspects completed work; participates and provides input in staffing decisions relative to hiring, firing, discipline, and promotional opportunities; evaluates performance; mentors staff; and provides assistance with career development.
• Provides customer service, in person, phone and electronic communications for multiple account management activities such as billing disputes, leak adjustments, payment arrangements, account changes, billing inquires, service availability, and complex resolutions. 
• Provides backup to the section manager.
• Performs escalation resolution on disputed accounts and supports the Customer Support Administrator to resolve escalations.
• Administers financial assistance programs to qualifying customers.
• Communicates water and sewer availability to customers. 
• Oversees team’s cash handling and adherence to City finance cash handling policy.
• Schedules and coordinates revenue recovery service work; follow-ups on inactive with usage for residential and commercial-industrial accounts and contacts customers to establish services. 
• Processes fire hydrant requests, sets up account, and applies applicable fees and charges.  
• Enters backflow tests, processes smart irrigation applications, and provides full service for the department’s backflow programs 
• Supports and covers the front desk activities when needed.    
• Performs other related job duties as assigned.

Knowledge, Skills & Abilities

• Knowledge of process, regulatory, policy, and system application and compliance.  
• Knowledge of Microsoft Office Suite, utility billing systems, GIS, customer verification tools, complaint management systems, and reporting applications.
• Skill in communicating.
• Skill in using radio communications.
• Ability to analyze.
• Ability to work with people in a positive, respectful, confidential, and cooperative manner. 
• Ability to supervise others.

Minimum Qualifications

• Associate degree from an accredited school.
• Three (3) years of related work experience in a customer services environment including one (1) year of supervisory experience.

Licenses, Certifications or Registrations: 
• Requires a valid driver’s license.

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 CityHrJobPostingsNotify@ci.charlotte.nc.us.  


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

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