Account Services Specialist - Customer Service #2210-012800-01

Date Opened

Monday, October 03, 2022 11:25 AM

Close Date

Sunday, October 16, 2022 11:59 PM

Section

Charlotte Water

Salary

$47,896 - $59,869 /year

Employment Type

Full Time

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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 is embedded in Mecklenburg County DSS, supporting Charlotte Water customers while visiting DSS for financial assistance. This position will connect customers with available financial assistance programs and specializes in complex billing and account inquires, complaint investigation, backflow programs, dispute resolution, and water/sewer service availability.

Major Duties and Responsibilities

• Administers financial assistance programs to qualifying customers.

• Provides support for DSS employees when needed for Charlotte Water accounts.

• Provides customer service, in person, phone and electronic communications for multiple account management activities such as billing disputes, leak adjustments, payment arrangements, account changes, billing inquires, service availability, and complex resolutions.

• Performs escalation resolution on disputed accounts and supports the Customer Support Administrator to resolve escalations.

• Provides backup to the section supervisor, monitors and reports work performance of the Account Services team to ensure workload is being completed in a timely and correct manner.

• Communicates water and sewer availability to customers.

• Creates new accounts for new water and sewer connections. Receive and administer service applications and applicable fees.

• Schedules and coordinates Revenue Recovery service work to investigate and correct potential revenue loss.

• Enters backflow tests, processes smart irrigation applications, and provides full service for the department’s backflow programs to customers for prompt response and accurate information.

• Processes fire hydrant meter requests, sets up account, and applies applicable fees and charges.

• Supports and covers the front desk activities when needed.

• Performs other duties and tasks as required by the section supervisor.

Knowledge, Skills & Abilities

• Effectively communicate in a professional manner both verbally and in writing

• Must be able to demonstrate initiative and independent judgment

• Must possess effective communication skills essential to working with people in a positive, respectful, confidential, and cooperative manner

• Knowledge of Microsoft Office Suite.

• Skill in analysis and problem solving.

• Ability to work independently.

Preferred Qualification

• 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.

• Considerable working knowledge of Utility Billing Systems, GIS, complaint management systems, and reporting applications.

Minimum Qualifications

Requires a high school diploma/GED with three (3) years of equivalent work experience in a customer service environment.

Salary

$47,896 - $59,869 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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