Utilities Customer Service Assistant Senior

Utilities Customer Service Assistant Senior

Requirements

• Requires a high school diploma and one year of comparable experience, preferably a two-year degree, supplemented with the principles and practices of utility customer service, water distribution operations and work order management systems.
• Requires a flexible work schedule with the availability to work overtime.
• Must obtain and maintain a city driving permit.

Responsibilities

• Receives customer calls for 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.
• Provides additional information of water mains, valve, fire hydrant, and water meters locations to assist in the repair or work of the operations.
• Runs and processes divisional reports from Customer Information system (Billing) and service order management systems and follows the prescribed work instructions to complete and resolve each report or document assigned.
• Communicates with and supports up to 60 field units daily.
• Supporting supervisors’ special requests regarding technicians.
• Assign and schedule service orders originated by 311, Pre-Bill, Account Services, System Generated in both Service Suite, and Field Deployment Manager.
• Ensuring work is assigned and distributed accordingly based on factors such as priority, geographic location, and technician’s skill set.
• Create emergency and non-emergency orders as needed.
• Communicate with our on-call staff during after hours, for emergencies, service orders past the SLA, employee incidents, vehicle accidents and inclement weather events.
• Promptly answer incoming calls from 311, customers, all field staff, supervisors and other departments and divisions.
• Communicate clearly and in a timely manner when replying and/or composing emails from/to other departments and divisions, such as but not limited to, field operations, supervisors, field technicians, peers, and any follow-up action.
• Directly contact customers to help with resolving complaints or providing follow-up information.
• Supplies information to the field by obtaining and interpreting ‘bluedot’ from Geographic Information System, department blueprints, plans, maps, and section plats of the service request.
• Assist staff with resolution of field issues that may hinder completion of service work and troubleshooting equipment concerns.
• 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.
• Provide real time notification of idle vehicles and tech available(unproductive) time to supervisors.
• Acts in a pre-emptive manner to Identify improvement opportunities and communicates to section supervisor as needed.
• Reports in real time on technicians’ status and productivity to enhance operational efficiency.
• Forecasts workload base on future orders vs staffing to regulate possible delays in SLA and/or OT needed.
• Document and report process concerns to our 311 liaisons Realtime such as, hold times, unauthorized service orders generated or cancelled, complaints, etc.
• Support and assist with Emerald key words in instances where stablished processes have been modified/updated or new instructions have been added. Emerald Key words should be altered to reflect changes.
• Performs other duties as assigned.

Preferred Qualifications

• Ability to maintain effective working relationships; to understand and follow directives and instructions; to work independently and to work in a face pace environment.
• Knowledge of Microsoft Office Suite, GIS, and mapping systems. Knowledge of work orders and billing database systems along with mobile applications.
• Knowledge of the Charlotte City code and other policy documents as those documents relate to customer service, field operations, and engineering functions.
• Skill in professional communications such as emails, in-person, phone calls, and general interactions.
• Skill in organizing and time management.
• Skill in operating computers and technology.
• Skill in analysis and problem solving.
• Skill in mathematics.
• Skill in providing exceptional customer service.
• Ability to follow directives and instructions.
• Ability to work independently and collaboratively.
• Ability to work in a face pace environment.