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 15th largest city in the United States, with a total population of more than 897,000 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
Under general direction of the Account Services Manager, provides direct customer service for new water and sewer connections to the Charlotte Water system, communicates connection policies and procedures, assists customers by phone and in person with water and sewer service availability, connection costs, explains water and sewer extension policies and collecting fees for new service installations in an office environment. Prepares Capacity Assurance applications and initiates extension projects.
Major Duties and Responsibilities
• Answers customer inquiries regarding new service connection availability, pricing, policy, procedure, and status by phone, email, and walk-in requests.
• Determines necessity of capacity assurance, extension policy, and/or encroachments and guides customer as necessary.
• Enters service applications into CityWorks PLL.
• Processes applications for Capacity Assurance Program for review, including necessary calculations.
• Initiates extension projects to be sent to Engineering for completion.
• Prepares quotes for small services upon customer request.
• Communicates with engineers, developers, and the public to guide through Charlotte Water processes, requirements, and next steps.
• Reports new connection data such as total new service applications by type, connection/capacity fees, deposits, monetary transactions, and related activity to section supervisor and division manager.
• Updates applications and documents with connection and capacity fee changes.
• Learn and recite Charlotte City Code and other policy documents as it relates to Charlotte Water and new service connections. Recommends policy, procedure and process changes to ensure the highest possible compliance and service level.
• Monitors all processes to ensure complete and thorough completion of customer requests.
• Take a lead role in the coordination of service connections and entry into the billing system related to annexation and water/sewer system acquisitions.
• Assists with front desk coverage, Account Services, Backflow activities, and other section duties and tasks as needed or directed.
• Identifies improvement opportunities, recommends possible solutions, and communicates to supervisor.
• Performs other duties and tasks as required by the section supervisor.
Knowledge, Skills & Abilities
• Knowledge of the Charlotte City Code related to New Tap Connections and other policy documents as it relates to Customer Service, Field Operations and Engineering Division functions
• Knowledge of mapping systems and interpreting utility site plans
• Knowledge of customer service
• Knowledge of telephone systems
• Skill in communicating, both verbally and in writing
• Skill in establishing interpersonal effective working relationships
• Ability to work on multiple tasks within a team atmosphere
• Ability to plan, direct, and oversee the work of others as assigned
PHYSICAL DEMANDS:
The work is light work and requires applying 10 pounds of force frequently exerting up to 20 pounds of force occasionally to move objects. Additionally, the following physical abilities are required: manual dexterity, grasping, handling, perceiving sounds at normal speaking levels, distinguishing among sounds, reaching, repetitive motion, speaking, talking, visual acuity in data and color, and walking.
WORK ENVIRONMENT:
Work is performed in an indoor office environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs. May require occasional outdoor site visits with exposure to various weather conditions.
Minimum Qualifications
• Associate degree and one year of relevant work experience OR
• High school diploma/GED and three years' work experience OR
• An equivalent combination of education and relevant work/industry/military/job specific experience that provides the necessary knowledge, skills, and abilities to perform the essential job duties successfully
Licenses, Certifications or Registrations:
• Requires valid driver’s license
Salary
$61,813.00 - $68,680.00 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 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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