Utilities Customer Service Supervisor (Account Services)

Date Opened: Tuesday, July 29, 2025 12:00 AM

Close Date: Sunday, August 03, 2025 12:00 AM

Department: Charlotte Water Department

Salary: $75,471.00 - $94,339.00 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s 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

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:

The salary for this position is: $66,525.30 - $73,916.99 Commensurate with Experience

JOB SUMMARY

Under the general direction of the Account Services Manager, works in a semi-call center environment with front-facing customer contact. Supervises a team of employees and serves as backup supervisor to the Account Services Manager. Performs all aspects of the section's job tasks and maintains all subject matter knowledge in terms of process, regulatory, policy, and system application and compliance.  Specializes in all complex billing and account inquiries, complaint investigation, backflow programs, and dispute resolution. Directs and supervises the work of the Customer Care Team. Provides backup and support to New Services functions.

ESSENTIAL JOB FUNCTIONS:

   

• Supervises Account Services Billing employees as well as the Charlotte Water Customer Care Team; oversees their daily functions, performs quality control audits, completes performance reviews, and provides necessary coaching.
• Performs escalation resolution on disputed accounts, supports and backs up the Escalation Specialist with escalations from the Office of Constituent Services.
• Receives and resolves escalations from 311 supervisors and the E-Team that are too complex or outside of their scope of responsibility.
• Provides backup to the Account Services Manager in all functions of the section in the event of absence or other unavailability.
• Provides customer service, in person, by phone, and through electronic communications for multiple account management activities such as customer service requests, leak adjustments, payment arrangements, account changes, billing inquiries, service information, and other account management activities.
• Supervises Care Team activities, administering financial assistance programs to qualifying customers.
• Oversees the team’s Revenue Recovery in-office investigations, creation of work to be distributed to the field, and subsequent account corrections or reporting.
• Oversees team’s cash handling and adherence to City Finance Cash Handling Policy.
• Ensures accuracy by performing routine quality assurance verifications in the billing system.
• Enters backflow tests, processes smart irrigation applications, and provides full service for the department’s backflow programs to customers for prompt response and accurate information.
• Processes fire hydrant requests, sets up account, and applies applicable fees and charges. 
• Supports the front desk activities when needed.   
• Provides backup to the section supervisor, monitors and reports work performance of the team and administers corrective action to ensure workload is being completed in a timely and correct manner.
• Performs other duties and tasks as required by the section supervisor.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• Requires a high school diploma with five (5) years of experience in a customer service environment supervising employees.
• Requires a two-year degree and three (3) years of equivalent work experience in a customer service environment, supervising employees
• A bachelor's degree with one (1) year of experience in a customer service environment, supervising employees.

Licenses, Certifications or Registrations:

• Requires a valid NC or SC driver’s license.
• Must obtain and maintain a City Driver's permit.

Knowledge, Skills and Abilities:

• Knowledge of new tap installation procedures and City requirements. 
• Knowledge of Microsoft Office Suite, utility billing systems, customer verification tools, complaint management systems, and reporting applications.
• Skill in interpreting mapping systems (GIS), utility site plans and topographic maps.
• 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 manner.
• Ability to supervise others.

PHYSICAL DEMANDS:

The work is sedentary work and requires exerting up to 10 pounds of force occasionally to move objects. Additionally, the following physical abilities are required: manual dexterity, grasping, handling, perceiving sounds at normal speaking levels, distinguishing among sounds, reaching, repetitive motion, speaking, talking, visual acuity in data and color, and walking.

WORK ENVIRONMENT:     

Work is mainly performed in an office environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs. May require occasional site visits to meet customers and observe site conditions in order to make decisions.

ADDITIONAL INFORMATION:

This job description is not intended to be and should not be construed as an inclusive list of all the responsibilities, skills, or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties at any time.  This job description does not constitute a written or implied contract of employment.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were written out in this job description.

CONDITIONS OF EMPLOYMENT

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 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 Careers@ci.charlotte.nc.us.

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.

Click here to learn more about the City of Charlotte’s benefits.

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