Job Description

Department: Charlotte Water Department

Salary: $28.30 - $44.21 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 $4.49 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 1300 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 27 operating budget is $685.6 million and a five-year capital program of $2.5 billion.

Salary:

The salary for this position is $31.83 - $35.36 per hour, Commensurate with Experience

The Key Accounts Administrator serves as the primary point of contact for large commercial/industrial users and designated Key Accounts within Charlotte Water’s service area. The position is responsible for maintaining accurate account and billing information, resolving billing and service issues, monitoring water consumption and account activity, supporting revenue recovery and prevention of service interruption, coordinating service-related work, and providing responsive customer service to high-priority accounts. The position works across Customer Service, Field Operations, Revenue Recovery, UMS-Finance, Commercial/Industrial, and other City functions to coordinate timely resolution of customer and operational needs.

Major Duties and Responsibilities:

• Monitors and analyzes consumption trends for the Top 150 water users and other designated Key Accounts, identifying significant changes or irregularities and reporting findings to appropriate stakeholders.
• Develops and maintains the Key Accounts customer list and associated account information, including contact information, account classifications, rates, billing charges, and other data needed to support accurate account management.
• Monitors delinquent balances for Key Accounts and sensitive accounts, proactively contacts customers regarding past-due accounts, documents customer contacts and payment activity, and supports efforts to prevent service interruption due to nonpayment.
• Coordinates with management regarding disconnection approvals and escalates unresolved or nonresponsive accounts when a management decision is required.
• Serves as the primary point of contact for Key Accounts and provides customer guidance, account research, issue resolution, and coordination across Charlotte Water and City functions.
• Investigates discrepancies involving rates, services, billing charges, water consumption, and account activity; coordinates corrective action and communicates findings and resolutions to customers and internal stakeholders.
• Collaborates with customers to resolve billing complaints, complex account concerns, and service issues in a timely and professional manner.
• Investigates suspected unauthorized water use, including commercial and fire line accounts, using available account and consumption information and coordinates appropriate follow-up and resolution.
• Administers associations and billing of other utility services for applicable commercial and industrial accounts.
• Coordinates with Commercial/Industrial, Field Operations, Revenue Recovery, UMS-Finance, vendors, and other City departments to address account management, billing, service, and operational needs.
• Generates, distributes, tracks, and manages service orders associated with large meter testing and maintenance activities and provides periodic reporting on completion, production, and backlog issues.
• Coordinates service upgrades, demolitions, modifications, and related service activities for Key Accounts with appropriate internal and external partners.
• Uses Banner, GIS/mapping tools, Microsoft Office, customer verification tools, complaint management systems, reporting applications, and available consumption-monitoring tools to research accounts and resolve customer requests.
• Identifies opportunities to improve customer service, account management, and operational processes and communicates recommendations to the section supervisor.

Minimum Qualifications:

Requires either a two-year degree and three years of related work experience, or a high school diploma or GED from an accredited school and five years of related work experience.

Licenses, Certifications or Registrations:

• Requires a valid driver’s license.
• Must obtain and maintain a City of Charlotte Permit.

Preferred Qualifications:

• Advanced proficiency with Microsoft Excel.
• Experience using Tableau or other data visualization and reporting tools.

Knowledge, Skills, and Abilities:

• Knowledge of utility operations and utility billing systems.
• Knowledge of Microsoft Office Suite and customer verification, complaint management, and reporting applications.
• Knowledge of GIS and mapping tools used to research service locations and account information.
• Knowledge of customer service practices and basic accounting processes.
• Skill in resolving customer complaints, complex account issues, and escalated situations.
• Ability to analyze complex situations, identify relevant information, make sound decisions, and coordinate appropriate solutions.
• Ability to communicate effectively and work with customers, coworkers, and internal and external partners in a positive, respectful, confidential, and cooperative manner.
• Ability to maintain accurate records, manage multiple priorities, and sustain effective working relationships.
• Ability to interpret account, billing, service, and consumption information and communicate findings clearly.

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.