Utilities Labor Crew Chief II

City of Charlotte•Charlotte, NC

13d•$24 - $30

About The Position

The Labor Crew Chief II supports daily field customer service operations related to CIS billing service orders and meter reading exception service orders. This role provides front-line supervision to Water Service Technicians, including conducting employee evaluations, delivering service order training, providing coaching, and supporting other workgroups as operational needs require. The Labor Crew Chief II is responsible for ensuring the timely and accurate completion of service orders and for monitoring performance, taking appropriate corrective actions to ensure Water Service Technicians meet or exceed productivity standards and Service Level Agreement (SLA) targets. Additionally, the position leads high-usage investigations resulting from elevated meter readings and customer complaints. Responsibilities include identifying and resolving metering equipment discrepancies; detecting city and private leaks; educating customers on distinguishing leak sources and troubleshooting methods; conducting pressure tests to address low-pressure complaints; submitting emergency work orders when test results fall below city standards; and analyzing and communicating usage and billing data to effectively resolve or escalate issues. The Labor Crew Chief II is also expected to perform all service order functions at the proficiency level of a Water Service Technician and Field Investigation Specialist and to routinely conduct and report on quality assurance activities. This position requires a flexible schedule and availability for standby/on-call and emergency response assignments for up to one week at a time.

Requirements

High school diploma or GED from an accredited school.
5 years of related experience or an associate’s degree is preferred
Requires a valid driver’s license with an acceptable driving record.
Knowledge of water utility operations.
Knowledge of service order management.
Knowledge of the operations, services, and activities of a water distribution system.
Knowledge of the principles and practices of utility field customer service operations.
Knowledge of the billing of appropriate usage from various types of water meters.
Knowledge of meter operational characteristics and functions.
Knowledge flow and volumetric applications, and service sizing.
Ability to be proficient with MS Office Suite.
Ability to exhibit strong leadership and team building skills with the ability to motivate, coach, and mentor team members.
Ability to demonstrate strong interpersonal skills and effective written and verbal communication proficiencies.
Ability to obtain, AWWA Water Distribution Operator’s Grade C Certification.

Nice To Haves

Desires AWWA Meter Technician Certification.

Responsibilities

Performs the duties and functions of the team and is assigned service order work.
Provides additional training to all incoming new team members
Provides routine refresher training and training of new or revised SOP or work instructions as needed.
Coordinates the distribution of work to staff and ensures completion of assignments.
Assists in the collection of work data and preparation of performance and productivity reports.
Supports field investigations to provide resolution to escalated customer complaints related to water meter equipment, water quality/pressure concerns, escalated high bill resolutions, and correlated matters.
Performs routine vehicle and equipment inspections and reports on deficiencies.
Continually evaluate work tasks for improved efficiencies and cost reduction.
Assist in the development of Standard Operation Practices (SOPs) and work instructions.
Assist in the development of training initiatives for the field Customer Service Division staff.
Ensure continuous accountability on work activities by staff on all mobile software processes and provide coaching and additional training for compliance of policies and procedures.
Performs support functions in the absence of the Field Operations Supervisor.
Performs other duties and work tasks as assigned.