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.
Summary
Under general direction of the Operations Supervisor, works in a dispatching environment by answering calls and communicating with field units. Will receive customer calls for emergency situations, assist department in resolving outages or individual service interruptions. Resolve customer issues or dispatch resources to investigate and correct conditions in the field. May attend to inter-city and department inquiries, assist external and internal customers with water, sewer and stormwater service questions, provide information and direction for line extension and new service requests, answer billing questions, resolve complaints, run and process daily reports, create and issue field service orders, coordinate and distribute work for next day’s business and support divisional workgroups in accomplishing objectives.
The intern must be able to commit to the full seven-month assignment and be available to work Monday- Friday 8:30am-4:00pm. The training will include exposure to Charlotte Water customer service division in addition to gaining job readiness skills.
Major Duties and Responsibilities
• 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, and other irregularities within the water distribution system and documents all 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.
• Directs field staff to high priority customer and water distribution system situations.
• Runs and processes divisional reports from Advantage, Congnos and FDM and 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.
• Assist staff with resolution of field issues that may hinder completion of service work and troubleshooting equipment concerns.
• 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.
• Ensure compliance with applicable regulation, law, policies and standard operating procedures.
• Identify improvement opportunities and communicate to section supervisor.
• Supports Field Operations dispatch as directed or as needed.
• Performs other duties as assigned.
Minimum Qualifications
• High school diploma or equivalent
• Valid North Carolina or South Carolina Drivers License with acceptable driving record
Salary
$18.00 Hour
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 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
If you have technical issues submitting your
application, click here.
