Utilities Labor Crew Chief II

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.

Summary

Under general direction from the Field Operations Supervisor, supports the daily field customer service 24/7/365 operations associated with the CIS Billing service orders and meter reading FDM work orders. Provides front-line supervision, performs employee evaluations, training, coaching, and assists with other workgroups as needed. Ensures work distribution and service order completion, monitors, and takes appropriate corrective action to meet or exceed performance productivity goals and Service Level Agreement (SLA) targets. Assist with performing the functions of Scheduling/Dispatching operations. Routinely performs and reports on quality assurance processes, assist with high water consumption investigations and complaints. Required to have a flexible schedule and be available for standby/on-call and emergency work.

Major Duties and Responsibilities
•Performs the duties and functions of the team and is assigned service order work.
•Trains all incoming new employees, provides routine refresher training and training of new or revised SOP or work instructions as needed.
•Coordinates the distribution of work to staff and ensures completion of assignments.
•Assists in the collection of work data and preparation of performance and productivity reports.
•Supports field investigations to provide resolution to escalated customer complaints related to water meter equipment, water quality/pressure concerns, escalated high bill resolutions, and correlated matters.
•Performs routine vehicle and equipment inspections and reports on deficiencies.
•Continually evaluate work tasks for improved efficiencies and cost reduction.
•Assist in the development of Standard Operation Practices (SOPs) and work instructions.
•Assist in the development of training initiatives for the field Customer Service Division staff.
•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.
•Performs support functions in absence of Field Operations Supervisor.
•Performs other duties and work tasks as assigned.

Knowledge, Skills & Abilities
•Knowledge of service order management.
•Knowledge of the operations, services, and activities of a water distribution system.
•Knowledge of the principles and practices of utility field customer service operations.
•Knowledge of the billing of appropriate usage from various types of water meters.
•Knowledge of meter operational characteristics and functions.
•Knowledge flow and volumetric applications, and service sizing.
•Knowledge of business computing software and operations of a computer.
•Ability to be proficient with MS Office Suite.
•Ability to exhibit strong leadership and team building skills with the ability to motivate, coach, and mentor team members.
•Ability to demonstrate strong interpersonal skills and effective written and verbal communication proficiencies.
•Ability to obtain, AWWA Water Distribution Operator's Grade C Certification

PHYSICAL DEMANDS:

The work is medium work and requires the ability to lift (0-60 lbs.) Additionally, the following physical abilities are required: ability to climb and enter confined spaces, balancing, manual dexterity, perceiving sounds at normal speaking levels, distinguishing among sounds, kneeling, lifting, mental acuity, repetitive motion, speaking, talking, visual acuity in data/color/observations/equipment/inspections, 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, at times, in confined spaces; working overtime and on various shifts; responding to emergencies; and being on-call.

Minimum Qualifications
•High school diploma or GED from an accredited school.
•5 years of related experience or Associate's degree is preferred

Licenses, Certifications or Registrations:
•Requires a valid driver's license.
•Requires AWWA Meter Technician Certification within one year of placement.

Salary

$52,857.00 - $58,729.00 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 *** 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.

to learn more about the City of Charlotte's benefits.

The City of Charlotte is a drug and alcohol-free workplace.

In Conclusion