Engineering Assistant - Key Accounts

Date Opened: Wednesday, December 04, 2024 12:00 AM

Close Date: Thursday, January 02, 2025 12:00 AM

Department: Charlotte Water Department

Salary: $54,944.73 - $68,680.91 Commensurate with Experience

SUMMARY

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.

JOB SUMMARY

Reporting to the Operations Support Manager, the Key Accounts Relationship Administrator will serve as the primary point of contact for large commercial/industrial users and key accounts within Charlotte Water's service area. This role is responsible for maintaining accurate billing, resolving billing issues, investigating water consumption trends, preventing interruption of service due to nonpayment, and providing exceptional customer service to key customers.

ESSENTIAL JOB FUNCTIONS:        

• Monitor and analyze the consumption trends of the top 150 water users among commercial/industrial accounts, reporting on declining consumption patterns.
• Develop and maintain a comprehensive list of Key Accounts for commercial/industrial water services, ensuring accurate rates and billing charges are applied.
• Proactively notify Key Accounts and sensitive accounts (medical facilities, government buildings, multifamily complexes, industrial/manufacturing facilities, and schools) of past-due payments to prevent service interruption due to nonpayment.
• Act as a trusted advisor and primary contact for large account holders, including hospitals, property management firms, government entities, and corporate chains.
• Investigate discrepancies in rates, services, and billing charges, promptly reporting any findings to the relevant stakeholders.
• Collaborate with customers to address billing complaints and resolve billing concerns, ensuring a satisfactory resolution.
• Coordinate and assist in the resolution of billing discrepancies and irregularities for Key Accounts
• Investigate unauthorized water use, particularly in commercial and fire line accounts, analyzing consumption data and providing timely resolutions.
• Administer associations and billing of other utility services for commercial/industrial accounts.
• Collaborate with various departments including Commercial/Industrial, Field Operations, Revenue Recovery, UMS-Finance, and more to meet account management and operational needs.
• Generate, distribute, and manage service orders for large meter testing and maintenance tasks.
• Coordinate service upgrades, demolitions, and modifications for Key Accounts in collaboration with other city departments.
• Act proactively to identify improvement opportunities in customer service and operational processes, sharing insights with the section supervisor.
• Provide periodic reports on meter testing completion, service order production, and backlog issues.
• Perform other duties as required to support the overall objectives of the Customer Service Division.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• 2 Year Degree and 3 years of related work experience OR
• High school diploma or GED from an accredited school and Five (5) years of related work experience.

Licenses, Certifications or Registrations:

• Requires valid driver’s license.
• Desires AWWA Customer Service certification.

Knowledge, Skills, and Abilities:

• Knowledge of utilities and utility billing systems.
• Knowledge of Microsoft Office Suite.
• Knowledge of customer verification tools, complaint management systems, and reporting applications.
• Skill in resolving customer complaints and escalated situations.
• Ability to analyze a complex situation and make decisions.
• Ability to work with people in a positive, respectful, confidential, and cooperative man