Under general direction of the Operations Supervisor, works in a dispatching environment by answering calls and communicating with field units. Will receive customer calls for emergency situations, assist department in resolving outages or individual service interruptions. Resolve customer issues or dispatch resources to investigate and correct conditions in the field. May attend to inter-city and department inquiries, assist external and internal customers with water, sewer and stormwater service questions, provide information and direction for line extension and new service requests, answer billing questions, resolve complaints, run and process daily reports, create and issue field service orders, coordinate and distribute work for next day’s business and support divisional workgroups in accomplishing objectives.

• Receives and answers telephone 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.

• Creates and assigns service orders in the dispatching and billing system applications.

• Coordinates and distributes service order work in the work order management systems.

• Directs field staff to high priority customer and water distribution system situations.

• Runs and processes divisional reports from Advantage, Congnos and FDM and follows the prescribed work instructions to complete and resolve each report or document assigned.

• Supplies information to the field by obtaining and interpreting “bluedot”, blueprints, plans, maps, and section plats of the service request.

• Provides additional information of water mains, valve, fire hydrant, and water meters locations to assist in the repair or work of the operations.

• Assist staff with resolution of field issues that may hinder completion of service work and troubleshooting equipment concerns.

• Calls Emergency On-Call Personnel to respond to after-hour call backs.

• Escalates any issue or situation through a supervisor call list or to other divisions.

• Ensure compliance with applicable regulation, law, policies and standard operating procedures.

• Identify improvement opportunities and communicate to section supervisor.

• Supports Field Operations dispatch as directed or as needed.

• Performs other duties as assigned.

• High school diploma or equivalent

• Valid North Carolina or South Carolina Drivers License with acceptable driving record

$18.00 Hour

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 is an Equal Opportunity Employer.

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.

The City of Charlotte provides a comprehensive benefits package to all employees.

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

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