Introduction
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.
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
Under general direction from the Operations Supervisor, directs the daily field customer service operations associated commercial and industrial 1-1/2” and greater water meters and services.
Summary
Provides front-line supervision, performs employee evaluations, training, coaching, and assists with other workgroups as needed. Oversees work distribution and service order completion, monitors and takes appropriate corrective action to meet or exceed performance productivity goals and Service Level Agreement (SLA) targets. Assist with performing the functions of Scheduling/Dispatching operations for all crews and personnel. Routinely performs and reports on quality assurance processes, assist with high water consumption investigations and complaints. Required to have a flexible schedule and be available for standby, on-call emergency work.
Major Duties and Responsibilities
• Coordinates the distribution of work to staff and ensures completion of assignments.
• Performs the duties and functions of the team and is assigned field service order work.
• Completes the collection of work data and submittal of performance and productivity reports.
• Supports field investigations to provide resolution to escalated customer complaints related to water meter equipment, water quality/pressure concerns, escalated high bill resolutions, and correlated matters.
• Performs routine vehicle and equipment inspections and resolves deficiencies.
• Continually evaluate work tasks for improved efficiencies and cost reduction.
• Leads the development of Standard Operation Practices (SOPs) and work instructions.
• Provides direct training and performance evaluations of team members.
• Performs frequent quality and safety inspections of worksites, tracks and reports results.
• Ensure continuous accountability on work activities by staff on all mobile software processes and provide coaching and additional training for compliance of policies and procedures.
• Performs support functions in absence of Field Operations Supervisor.
• Responsible for supporting improvement to programs, procedures, and processes for quality assurance, performance enhancement, and business risk mitigation to the department.
• Performs other duties and work tasks as assigned.
Knowledge, Skills & Abilities
• Knowledge of service order management.
• Knowledge of the operations, services, and activities of a water distribution system.
• Knowledge of the principles and practices of utility field customer service operations.
• Knowledge of the billing of appropriate usage from various types of water meters.
• Knowledge of meter operational characteristics and functions.
• Knowledge flow and volumetric applications, and service sizing.
• Knowledge of business computing software and operations of a computer.
• Ability to be proficient with MS Office Suite.
• Ability to test, rebuild and troubleshoot meters from 2” to 12”.
• Ability to exhibit strong leadership and team building skills with the ability to motivate, coach, and mentor team members.
• Ability to demonstrate strong interpersonal skills and effective written and verbal communication proficiencies.
• Performs routine vehicle and equipment inspections and resolves deficiencies.
• Provides direct training and performance evaluations of each team member.
• Performs other duties and work tasks as assigned.
PHYSICAL DEMANDS:
The work is medium work and requires the ability to lift (0-60 lbs.) Additionally, the following physical abilities are required: ability to climb and enter confined spaces, balancing, manual dexterity, perceiving sounds at normal speaking levels, distinguishing among sounds, kneeling, lifting, mental acuity, repetitive motion, speaking, talking, visual acuity in data/color/observations/equipment/inspections, and walking.
Minimum Qualifications
• High school diploma or GED from an accredited school.
• 3 years of related experience in a utility setting and team focused environment.
Licenses, Certifications or Registrations:
• Requires a valid driver’s license.
• Requires AWWA Meter Technician Certification within one year of placement.
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.
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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