Utilities Customer Service Assistant Senior

City of Charlotte

5d•Onsite

About The Position

Welcome to the City of Charlotte, America’s Queen City, a diverse and inclusive community where people work together to thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents. 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 over 330,000 customer accounts and over 1100 employees. We value competent, skilled candidates with a customer service focus to work in a team environment.

Requirements

Requires a high school diploma and one (1) year of comparable experience, preferably a two-year degree, supplemented with the principles and practices of utility customer service, water distribution operations and work order management systems.
Requires a flexible work schedule with the availability to work overtime.
Requires a valid Driver’s License.
Must obtain and maintain a City Driver’s Permit.
Ability to maintain effective working relationships; to understand and follow directives and instructions; to work independently and to work in a fast-paced environment.
Knowledge of Microsoft Office Suite, GIS, and mapping systems.
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, field operations, and engineering functions.
Skill in professional communications such as emails, in-person, phone calls, and general interactions.
Skill in organizing and time management.
Skill in operating computers and technology.
Skill in analysis and problem solving.
Skill in mathematics.
Skill in providing exceptional customer service.
Ability to follow directives and instructions.
Ability to work independently and collaboratively.
Ability to work in a fast-paced environment.
Ability to maintain effective working relationships; to understand and follow directives and instructions.

Nice To Haves

preferably a two-year degree

Responsibilities

Receives customer 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.
Provides additional information on water mains, valves, fire hydrant, and water meter locations to assist in the repair or work of the operations.
Runs and processes divisional reports from Customer Information system (Billing) and service order management systems and follows the prescribed work instructions to complete and resolve each report or document assigned.
Communicates with and supports up to 60 field units daily.
Assign and schedule service orders originated by 311, Pre-Bill, Account Services, System Generated in both Service Suite, and Field Deployment Manager.
Ensuring work is assigned and distributed accordingly based on factors such as priority, geographic location, and technician’s skill set.
Create emergency and non-emergency orders as needed.
Communicate with our on-call staff during after hours, for emergencies, service orders past the SLA, employee incidents, vehicle accidents and inclement weather events.
Promptly answer incoming calls from 311, customers, all field staff, supervisors and other departments and divisions.
Communicate clearly and in a timely manner when replying and/or composing emails from/to other departments and divisions, such as but not limited to, field operations, supervisors, field technicians, peers, and any follow-up action.
Directly contact customers to help with resolving complaints or providing follow-up information.
Supplies information to the field by obtaining and interpreting “bluedot” from Geographic Information System, department blueprints, plans, maps, and section plats of the service request.
Assist staff with resolution of field issues that may hinder completion of service work and troubleshooting equipment concerns.
Escalates any issue or situation through a supervisor call list or to other divisions.
Ensure compliance with applicable regulations, law, policies and standard operating procedures.
Identify improvement opportunities and communicate to section supervisor.
Provide real time notification of idle vehicles and tech available(unproductive) time to supervisors.
Acts in a pre-emptive manner to Identify improvement opportunities and communicates to section supervisor as needed.
Reports in real time on technicians' status and productivity to enhance operational efficiency.
Forecasts workload base on future orders vs staffing to regulate possible delays in SLA and/or OT needed.
Document and report process concerns to our 311 liaisons Realtime such as, hold times, unauthorized service orders generated or cancelled, complaints, etc.
Support and assist with Emerald key words in instances where stablished processes have been modified/updated or new instructions have been added.
Performs other duties as assigned.