Overview
Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play.
Charlotte Water is an enterprise department of the City of Charlotte and one of the largest public water and sewer service providers in the southeast with 300,000 customer accounts and over 1000 employees. Our service area includes the City of Charlotte, Mecklenburg County and the towns of Huntersville, Cornelius, Davidson, Mint Hill, Matthews and Pineville. Charlotte Water’s FY 23 budget is $535M and a five-year capital program of $2.5 billion. We enjoy the highest credit ratings from all three major credit rating agencies as a result of sound financial planning and management and strong support from our City Council. We value competent, skilled candidates with a customer service focus to work in a team environment.
Summary
This position provides customer service assistance to the public. Work involves answering calls and questions from customers and the public; initiating new service requests; issuing field orders; communicating with field employees; distributing work for next day’s business; dispatching resources to investigate and correct conditions in the field; respond to inquiries regarding outages; relaying complaints to appropriate parties; and assisting external customers with issues and discrepancies; monitors lift station alarms; responds to questions from employees; monitors camera equipment; and answers gate and door calls.
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 and documents 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.
• Performs detailed review and analysis of commercial and industrial water services that include multiple meters, private deduction meters, fire line services, and irrigation.
• Directs field staff to address high priority customers and water distribution system situations.
• Runs and processes divisional reports from various systems, such as Advantage, Congnos, and EndPoint LinkPro; 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.
• Assists staff with resolution of field issues that may hinder completion of service work and troubleshooting equipment concerns.
• Reviews and applies appropriate action to resolve exceptions in meter readings and field orders; performs pre-bill consumption adjustments; and refers any monetary post-billing adjustments to appropriate departments.
• Generates work orders for the field customer service personnel to investigate water services and metering equipment for performance and operational compliance.
• 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.
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.
PHYSICAL DEMANDS:
The work is sedentary work and requires exerting up to 10 pounds of force occasionally to move objects. Additionally, the following physical abilities are required: manual dexterity, grasping, distinguishing among sounds, mental acuity, reaching, repetitive motion, speaking, talking, and visual acuity.
WORK ENVIRONMENT:
Work is performed in a work environment that may periodically have unpredicted requirements or demands. Requires a flexible work schedule and willingness to work overtime.
Minimum Qualifications
• High school diploma or GED from an accredited school
• Prefer associate degree from an accredited school with a related field and 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.
Salary
$40,208.00 - $44,674.00 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 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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