Utilities Operations Supervisor (Customer Service Division)

Welcome to the City of Charlotte

Charlotte is Americas Queen City opening her arms to a diverse and inclusive community of residents businesses and visitors alike. Here you will find a safe family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety health and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork openness accountability productivity and employee development

• Providing all customers with courteous responsive accessible and seamless quality services

• Taking initiative to identify analyze and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

Salary:

The salary for this position is: $89151.30 - $99056.99 Commensurate with Experience

Job Summary:

The Utilities Operations Supervisor for the Customer Service Division leads and manages daily operations supporting water and wastewater service delivery to customers. This position oversees staff responsible for service coordination billing accuracy work order management and customer issue resolution.

The role ensures efficient use of personnel systems and resources while maintaining high standards of customer service operational performance and regulatory compliance. The supervisor partners with field operations technology teams and external vendors to support reliable service delivery and continuous process improvement.

Job Duties and Responsibilities:

• Lead coach and develop a customer-focused team promoting accountability collaboration and high performance.
• Supervise daily staff activities including assigning work monitoring productivity and evaluating performance.
• Support hiring training employee development and disciplinary actions as needed.

• Oversee customer service functions such as service requests billing support meter-related processes and account issue resolution.
• Ensure timely and accurate handling of work orders service requests and customer inquiries.
• Respond to escalated customer concerns and ensure effective resolution.

• Coordinate daily and weekly work plans including prioritizing scheduling and tracking service orders.
• Partner with field operations teams to ensure alignment between customer requests and field execution.
• Monitor workflows and staffing levels to meet service demands and performance goals.

• Monitor system performance routing and related technologies that support customer service operations.
• Track analyze and report key performance metrics aligned with departmental goals.
• Identify opportunities to improve processes enhance efficiency and leverage technology solutions.

• Develop and manage operational plans and support budget tracking for the assigned area.
• Implement process improvements to enhance customer experience and operational efficiency.
• Ensure accurate documentation recordkeeping and compliance with policies and procedures.

• Work closely with internal departments including field operations IT and billing to improve service delivery.
• Coordinate with vendors and business partners to support operational needs and system enhancements.
• Maintain clear and consistent communication with staff leadership and stakeholders.

• Support emergency response efforts by coordinating customer communications and service-related activities.
• Participate in on-call rotations and assist during after-hours or critical service events.

Minimum Qualifications:

• High school diploma or equivalent.
• Nine (9) years of experience in utility operations customer service or related functions.
• At least three (3) years of supervisory experience.

Preferred Qualifications:

• Associate degree from an accredited institution.
• Seven (7) years of experience in water and/or wastewater utilities customer operations or service delivery.
• At least two (2) years of supervisory experience.

Licenses & Certifications:

• Valid drivers license required.
• Ability to obtain and maintain a city driving permit.

Knowledge Skills & Abilities:

• Knowledge of utility customer service operations billing processes and service coordination.
• Strong leadership and team management skills.
• Ability to manage multiple priorities in a fast-paced service-oriented environment.
• Effective problem-solving and decision-making skills.
• Strong communication and interpersonal skills with a focus on customer satisfaction.
• Proficiency in computer systems work order management systems and related software.
• Ability to analyze data and use performance metrics to drive improvements.

Work Environment & Physical Requirements:

This position is primarily office-based with occasional field coordination and site visits. Work may require extended periods of sitting computer use and communication with customers and staff.

The role requires participation in on-call rotations and the ability to work extended hours during emergencies or critical service events.

CONDITIONS OF EMPLOYMENT

The Citys 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 candidates 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 and does not unlawfully discriminate on the basis of race religion color sex national origin marital status age disability sexual orientation political affiliation or on the basis of actual or perceived gender as expressed through dress appearance or behavior.

Our culture is to serve the community honorably.

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.

You are welcome to visit the City of Charlotte Human Resources Department lobby where self-service application kiosks are available. They are located in our office at 700 East 4th Street Suite 200 Charlotte NC 28202. We are open Monday through Friday from 9:30 a.m. to 3:30 p.m. (EST) excluding official City holidays.

For questions about your application or the hiring process please email

The City of Charlotte is committed to making our services and programs accessible to all. Upon request auxiliary aids written materials in alternate formats language access and other reasonable accommodations or modifications will be provided. To make a request please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEEFITS

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

Clickhereto learn more about the City of Charlottes benefits.

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