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.
Summary
This position has cross-functional responsibility, authority, and accountability for defining, planning, and executing various assignments and projects in the Customer Service Division. Specific responsibilities include analysis, evaluation, and ongoing maintenance, leading to daily operations, project genesis, and post-implementation. Additional duties include providing assistance and expertise to other tasks determined by the Performance Manager or Customer Service Manager supporting the City of Charlotte, Charlotte Water, and Customer Service Division’s initiatives and processes.
Major Duties and Responsibilities
• Work independently within a strong team culture.
• Serve as a single point of contact in the absence of the Performance Manager for internal groups within the division, fostering a team approach to issues and opportunities.
• Review and analyze data, processes, complaints, and service requests to identify opportunities for employee and 311 Partner training and developing and implementing continuous improvement solutions.
• Assist the Performance Manager with implementing safety awareness and coordinates all Division safety training with Charlotte Water and City Training staff to optimize the use of training resources.
• Respond to requests from the Customer Service Quality Management Representative for assistance in achieving goals per quality management system requirements, supporting ISO 9001 certification.
• Work with Customer Service sections to research, develop, implement, and validate tools for tracking performance measurement of customer service process model tasks.
• Facilitate and manage continuous communication to appropriate groups to keep them informed of project updates and status.
• Produce assignments and projects status reports to Performance Management and CS Leadership.
• Coordinate with various process owners; evaluate processes for design, chart processes and procedures.
• Perform other tasks in multiple tools and special projects as assigned by management.
Knowledge, Skills & Abilities
• Ability to analyze complex problems, make sound recommendations for resolution, and follow through to resolution.
• Must be able to develop a clear understanding of relationships between Customer Service and Charlotte Water support functions and partners.
• Individual must be capable of managing multi-tasks, detail oriented and comfortable working in a fast-paced office environment.
• Knowledge of Customer Service billing and work order systems.
• Must have strong oral and written communication skills and ability to converse with difficult citizens in a calm and thoughtful manner.
• Excellent analytical and organizational skills along with strong communications and customer service skills required.
• Ability to work without constant supervision.
• Experience analyzing and revising operating guidelines and procedures to improve effectiveness and efficiency.
Preferred Qualification
High proficiency level of Microsoft Office Suite products, specifically Excel, SharePoint, and Visio.
Minimum Qualifications
Associate’s Degree and three years of experience or a Bachelor’s Degree and one year of related experience or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills and abilities to perform the essential job duties successfully.
Salary
$67,449.00 - $74,942.00 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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