Utilities Operations Supervisor (Customer Service Division)

City of Charlotte

23h•Onsite

About The Position

Charlotte’s local government, with more than 9,000 employees and a total budget of $3.65 billion, 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 over 330,000 customer accounts and over 1100 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 26 budget is $651 million and a five-year capital program of $2.2.28 billion. We enjoy the highest credit ratings from Moody’s and S&P Global 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. The Utilities Operations Supervisor for the Customer Service Division leads and manages daily operations supporting water and wastewater service delivery to customers. This position oversees staff responsible for service coordination, billing accuracy, work order management, and customer issue resolution. The role ensures efficient use of personnel, systems, and resources while maintaining high standards of customer service, operational performance, and regulatory compliance. The supervisor partners with field operations, technology teams, and external vendors to support reliable service delivery and continuous process improvement.

Requirements

High school diploma or equivalent.
Nine (9) years of experience in utility operations, customer service, or related functions.
At least three (3) years of supervisory experience.
Valid driver’s license required.
Ability to obtain and maintain a city driving permit.
Knowledge of utility customer service operations, billing processes, and service coordination.
Strong leadership and team management skills.
Ability to manage multiple priorities in a fast-paced, service-oriented environment.
Effective problem-solving and decision-making skills.
Strong communication and interpersonal skills, with a focus on customer satisfaction.
Proficiency in computer systems, work order management systems, and related software.
Ability to analyze data and use performance metrics to drive improvements.

Nice To Haves

Associate degree from an accredited institution.
Seven (7) years of experience in water and/or wastewater utilities, customer operations, or service delivery.
At least two (2) years of supervisory experience.

Responsibilities

Lead, coach, and develop a customer-focused team, promoting accountability, collaboration, and high performance.
Supervise daily staff activities, including assigning work, monitoring productivity, and evaluating performance.
Support hiring, training, employee development, and disciplinary actions as needed.
Oversee customer service functions such as service requests, billing support, meter-related processes, and account issue resolution.
Ensure timely and accurate handling of work orders, service requests, and customer inquiries.
Respond to escalated customer concerns and ensure effective resolution.
Coordinate daily and weekly work plans, including prioritizing, scheduling, and tracking service orders.
Partner with field operations teams to ensure alignment between customer requests and field execution.
Monitor workflows and staffing levels to meet service demands and performance goals.
Monitor system performance, routing, and related technologies that support customer service operations.
Track, analyze, and report key performance metrics aligned with departmental goals.
Identify opportunities to improve processes, enhance efficiency, and leverage technology solutions.
Develop and manage operational plans and support budget tracking for the assigned area.
Implement process improvements to enhance customer experience and operational efficiency.
Ensure accurate documentation, recordkeeping, and compliance with policies and procedures.
Work closely with internal departments, including field operations, IT, and billing, to improve service delivery.
Coordinate with vendors and business partners to support operational needs and system enhancements.
Maintain clear and consistent communication with staff, leadership, and stakeholders.
Support emergency response efforts by coordinating customer communications and service-related activities.
Participate in on-call rotations and assist during after-hours or critical service events.