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Customer Service Supervisor-New Services #2212-154000-01

Date Opened
Thursday, February 02, 2023 10:17 AM
Close Date
Tuesday, February 07, 2023 11:59 PM
Charlotte Water
  • $61,177.00 - $67,974.00/year
Employment Type
  • Full Time


Charlotte’s local government, with more than 7,000 employees and a $2.39 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 300,000 customer accounts and over 1000 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 23 budget is $535M and a five-year capital program of $2.5 billion.  We enjoy the highest credit ratings from all three major credit rating agencies 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.


The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.


Under 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. Provides direct customer service for new water and sewer connections to the Charlotte Water system. Assists customers by phone and in person with water and sewer service availability, connection policies, and connection costs. Communicates with engineers, developers, and the public to guide through Charlotte Water processes and requirements. Collects and processes fees for new service installations in an office environment. Ensures adherence to the City’s Cash Handling Policy. Creates new billing accounts, performs account maintenance activities and final review of all service types to ensure quality assurance for accurate billing and service address information. Provides backup and support to Account Services Billing functions.

Major Duties and Responsibilities

Supervises New Services employees; oversees their daily functions, performs quality control audits, completes performance reviews and necessary coaching.
Oversees team’s cash handling and adherence to City Finance Cash Handling Policy.
Provides backup to the Account Services Manager in all functions of the section in the event of absence or other unavailability.
Answers customer inquiries regarding new service connection availability, pricing, policy, procedure, and status by phone, email, and walk-in requests.
Determines necessity of capacity assurance, extension policy, and/or NCDOT encroachments and guides customer as necessary. 
Administers financial assistance programs to qualifying customers.
Provides knowledgeable guidance on general construction practices as it relates to utilities.
Prepares quotes for small services upon customer request.
Receive and process service applications and applicable fees, including creating billing accounts and services.
Ensures accuracy by performing routine quality assurance verifications in the billing system.
Resolves escalations from customers and communicates the outcome.
Provides backup to New Services Engineering assistants to guide customers through the application process, entering capacity assurance requests, quotes, and extension project requests.
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.

Knowledge, Skills & 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.

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 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.

Minimum Qualifications

Requires a two-year degree and three years of equivalent work experience in a customer service environment supervising employees or a high school diploma and 5 years of experience in a customer service environment supervising employees. 

Licenses, Certifications or Registrations: 

Requires a valid driver’s license.


$61,177.00 - $67,974.00 Commensurate with Experience

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 requires proof of COVID-19 vaccination as a condition of employment. The City is an Equal Opportunity Employer, and as such, will consider reasonable accommodations as required by law. 

The City of Charlotte is an Equal Opportunity Employer.

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 we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to


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

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

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

In Conclusion

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