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Lead Service Dispatcher #2207-012800-01

Date Opened
Tuesday, July 26, 2022 11:56 AM
Close Date
Monday, August 08, 2022 11:59 PM
Charlotte Water
  • $53,883-59,869/year
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.


The City of Charlotte, Charlotte Water, is seeking candidates for a Lead Dispatcher to work in our Field Operations Division.  Charlotte Water is one of the largest public water and sewer service providers in the Southeast.  We value competent, skilled candidates with a service focus to work in a team environment.

Major Duties and Responsibilities

Monitors and performs the daily activities and duties of the service dispatchers and completes performance reviews.
Ensures that all policies and procedures are in place to encourage the optimum performance of staff and resources.
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, sanitary sewer  overflows, and other irregularities within the distribution and collection systems and documents all applicable information in the 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 water and sewer system situations.
Resolves customer complaints and field issues.
Calls Emergency On-Call Personnel to respond to after-hour call backs and escalates any issues.  
Ensure compliance with applicable regulation, law, policies and standard operating procedures.
Identify improvement opportunities and communicate to section supervisor.
Provides feedback to section supervisor for team performance and training needs. 
Performs other duties as assigned.

Knowledge, Skills & Abilities

Requires excellent verbal and written communication skills. 
The ability to communicate using two-way radio. 
Manage a multi-line phone system. 
Ability to maintain effective working relationships.
To understand and follow directives and instructions
To work independently and to work in a fast-paced environment.
The ability to work overtime and have a flexible work schedule.

Minimum Qualifications

Requires a high school diploma or equivalent with 3 years of comparable experience, preferably a 2 year college degree and 1 year of work experience. Supplemented with the principles and practices of utility customer service, water distribution operations and work order management systems. 

Working knowledge of Microsoft Office suite, GIS and mapping systems, work order and billing database systems, and mobile applications 


$53,883 - $59,869/YR - Commensurate with Experience

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.

The City of Charlotte requires proof of COVID-19 vaccination as a condition of employment. The City is an Equal Opportunity Employer, and as such, will consider reasonable accommodations as required by law. 

The City of Charlotte is an Equal Opportunity Employer.

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.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

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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