Engineering Assistant - Key Accounts

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 Experienc e 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 improv #J-18808-Ljbffr charlottenc