Utilities Customer Service Assistant Sr. - Field Operations

Date Opened: Monday, June 30, 2025 12:00 AM

Close Date: Monday, July 14, 2025 12:00 AM

Department: Charlotte Water Department

Salary: $23.00 - $23.93 Commensurate with Experience

SUMMARY

Charlotte’s local government, with more than 9,000 employees and a total budget of $3.65 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 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.

Salary: $23.00 Hr.

Work Schedule:

1st Position: Saturday 9:00 am - 7:00 pm, Sunday off, Monday off, Tuesday off, Wednesday 12:00 pm - 10:00 pm, Thursday 11:00 am - 9:00 pm, Friday 10:00 am - 8:00 pm

2nd Position: Saturday off, Sunday 9:00 am-7:00 pm, Monday 9:00 am - 7:00 pm, Tuesday 11:00 am - 9:00 pm, Wednesday 12:00 pm - 10:00 pm, Thursday off, Friday off  

Job Summary:

The Field Operations Dispatcher works in an operations center environment, serving as a key point of communication between customers and field units. This role involves answering calls, managing customer inquiries, and coordinating responses to emergency situations, such as outages or service interruptions. The dispatcher resolves customer issues directly or dispatches resources to investigate and address field conditions.

Additional responsibilities include handling inter-departmental and inter-city inquiries, assisting internal and external customers with questions regarding water, sewer, and stormwater services, and providing guidance on online extensions and new service requests. The position also involves answering billing questions, resolving complaints, processing daily reports, creating and issuing field service orders, coordinating and distributing work for the next business day, and supporting divisional workgroups in achieving their objectives.

Major Duties and Responsibilities:

• Receive and respond to customer calls for service requests, inquiries, and emergency reports from both internal and external customers.
• Address concerns regarding water main breaks, property leaks, and other irregularities within the water distribution system, documenting all relevant information in the appropriate system.
• Provide field teams with detailed information on water mains, valves, fire hydrants, and water meter locations to assist with repairs or operational tasks.
• Run and process divisional reports from the Customer Information System (Billing) and service order management systems, following prescribed work instructions to resolve assigned tasks.
• Communicate with and support up to 60 field units daily, ensuring effective coordination of tasks.
• Assist supervisors with special requests related to field technicians.
• Assign and schedule service orders originating from 311, Pre-Bill, Account Services, system-generated orders, Service Suite, and Field Deployment Manager.
• Prioritize and distribute work based on factors such as urgency, geographic location, and technician skill sets.
• Create emergency and non-emergency service orders as needed.
• Communicate with on-call staff after hours for emergencies, overdue service orders, employee incidents, vehicle accidents, or inclement weather events.
• Promptly answer incoming calls from 311, customers, field staff, supervisors, and other departments or divisions.
• Compose and respond to emails clearly and in a timely manner to/from departments such as field operations, supervisors, field technicians, peers, and others requiring follow-up action.
• Contact customers directly to resolve complaints or provide follow-up information regarding their concerns.
• Supply field teams with information by interpreting Geographic Information System (GIS) data such as “bluedot,” department blueprints, plans, maps, and section plats related to service requests.
• Assist staff in resolving field issues that hinder service completion