Utilities Field Operations Supervisor - Customer Service

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

Under general direction from the Operations Supervisor, coordinates and supervises the daily field customer service operations associated with assigned work zones to include but not limit, front-line supervision, scheduling activities for field teams and direct reports, assist teams in workload, monitor service order completion and productivity, takes corrective action to improve job performance, provides training and coaching, reviews and prepares performance appraisals, provides recognition and disciplinary action, performs and reports on routine quality assurance processes, provides complete resolution to customer escalation complaints regarding their water meter performance, assist with high water consumption investigations/complaints, and performs the more technical and complex tasks relative to assigned area of responsibility. Must be available to respond and work a weekly rotating on-call duty shift with 24 hour standby readiness and the ability to report to work within 30 minutes.

Major Duties and Responsibilities

• Develop and maintain work schedules to meet workload volumes and productivity targets.

• Responsible for ensuring work is distributed and completed within the CSD guidelines.

• Provides direct supervision, guidance and direction for team leaders.

• Routinely analyze work data and prepare performance and productivity reports.

• Establish and maintain quality control assurances in work order completion.

• Conducts field investigations to provide resolution to escalated customer complaints related to water meter equipment, escalated high bill resolutions, and correlated matters.

• Continually evaluate work tasks for improved efficiencies and cost reduction.

• Develop, document, implement and maintain Standard Operation Practices (SOPs).

• Assist in the recruitment and hiring of new employees.

• Leads and directs the training for the all the customer service field employees.

• Monitor operations for proper utilization of City equipment, materials and supplies.

• 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.

• Responsible for communicating and implementing procedures and /or policy changes.

• Performs support functions in absence of Operations Supervisor.

• And other duties as assigned.

Knowledge, Skills & Abilities

• Strong leadership and team building skills.

• Ability to motivate, coach, and mentor team members.

• Ability to demonstrate strong interpersonal skills and effective written and verbal communication proficiencies. Exceptional time management, organizational, problem resolution, and analytical skills.

• Ability to apply quality best practices.

• Proficient with billing, meter reading and mobile technology software such as Advantage, Service Suite 8, Itron FDM, and ArcGIS/ArcReader.

• Knowledge of the operations, services, and activities of a water distribution system, service order management.

• Knowledge of the principles and practices of utility field customer service operations.

• Knowledge of operation and appropriate usage of various types o f water meters, operational characteristics of handheld/radio meter reading equipment and field work order mobile technology.

• Requires, or ability to obtain, AWWA Meter Technician Certification.

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: balancing, , crouching, feeling, manual dexterity, grasping, handling, perceiving sounds at normal speaking levels, distinguishing among sounds, kneeling, lifting, mental acuity, pulling, pushing, reaching, repetitive motion, speaking, standing, stooping, expressing ideas by spoken word, shouting above noises, visual acuity in equipment, and walking.

WORK ENVIRONMENT:

Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs. Requires: working outdoors in all weather conditions, near traffic, and tolerating foliage, seasonal pollen, dirt, dust, mud, water, insects, pests, reptiles, and animals; being able to have a flexible schedule; and the ability to report for emergency situations.

Minimum Qualifications

• High School diploma and 5 years of progressively expanded utilities related experience.

• Requires a 2-year degree with 3 years of comparable work experience.

Licenses, Certifications or Registrations:

• Requires a valid driver's license with an acceptable driving record.

• Desires AWWA Meter Technician Certification.

Salary

$69,472.00 - $77,191.00 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.

Please note that all job offers are contingent upon an applicant successfully passing a new hire background check and drug screening. If an applicant does not pass the background screening, the offer will be rescinded.

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.

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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