Utilities Operations Supervisor (Customer Service Division)
Charlotteairport, Charlotte, NC, United States
Date Opened: Monday, April 20, 2026 12:00 AMClose Date: Monday, May 04, 2026 12:00 AMDepartment: Charlotte Water DepartmentSalary: $79,245.00 - $99,057.00 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: $89,151.30 - $99,056.99, Commensurate with Experience**Job Summary:**The Utilities Operations Supervisor for the Customer Service Division leads and manages daily operations supporting water and wastewater service delivery to customers. This position oversees staff responsible for service coordination, billing accuracy, work order management, and customer issue resolution.The role ensures efficient use of personnel, systems, and resources while maintaining high standards of customer service, operational performance, and regulatory compliance. The supervisor partners with field operations, technology teams, and external vendors to support reliable service delivery and continuous process improvement.**Job Duties and Responsibilities:*** Lead, coach, and develop a customer-focused team, promoting accountability, collaboration, and high performance.* Supervise daily staff activities, including assigning work, monitoring productivity, and evaluating performance.* Support hiring, training, employee development, and disciplinary actions as needed.* Oversee customer service functions such as service requests, billing support, meter-related processes, and account issue resolution.* Ensure timely and accurate handling of work orders, service requests, and customer inquiries.* Respond to escalated customer concerns and ensure effective resolution.* Coordinate daily and weekly work plans, including prioritizing, scheduling, and tracking service orders.* Partner with field operations teams to ensure alignment between customer requests and field execution.* Monitor workflows and staffing levels to meet service demands and performance goals.* Monitor system performance, routing, and related technologies that support customer service operations.* Track, analyze, and report key performance metrics aligned with departmental goals.* Identify opportunities to improve processes, enhance efficiency, and leverage technology solutions.* Develop and manage operational plans and support budget tracking for the assigned area.* Implement process improvements to enhance customer experience and operational efficiency.* Ensure accurate documentation, recordkeeping, and compliance with policies and procedures.* Work closely with internal departments, including field operations, IT, and billing, to improve service delivery.* Coordinate with vendors and business partners to support operational needs and system enhancements.* Maintain clear and consistent communication with staff, leadership, and stakeholders.* Support emergency response efforts by coordinating customer communications and service-related activities.* Participate in on-call rotations and assist during after-hours or critical service events.**Minimum Qualifications:*** High school diploma or equivalent.* Nine (9) years of experience in utility operations, customer service, or related functions.* At least three (3) years of supervisory experience.**Preferred Qualifications:*** Associate degree from an accredited institution.* Seven (7) years of experience in water and/or wastewater utilities, customer operations, or service delivery.* At least two (2) years of supervisory experience.Licenses & Certifications:* Valid driver’s license required.* Ability to obtain and maintain a city driving permit.**Knowledge, Skills & Abilities:*** Knowledge of utility customer service operations, billing processes, and service coordination.* Strong leadership and team management skills.* Ability to manage multiple priorities in a fast-paced, service-oriented environment.* Effective problem-solving and decision-making skills.* Strong communication and interpersonal skills, with a focus on customer satisfaction.* Proficiency in computer systems, work order management systems, and related software.* Ability to analyze data and use performance metrics to drive improvements.**Work Environment & Physical Requirements:**This position is primarily office-based with occasional field coordination and site visits. Work may require extended periods of sitting, computer use, and communication with customers and staff.The role requires participation in on-call rotations and the ability to work extended hours during emergencies or critical service events.**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
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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: $89,151.30 - $99,056.99, Commensurate with Experience**Job Summary:**The Utilities Operations Supervisor for the Customer Service Division leads and manages daily operations supporting water and wastewater service delivery to customers. This position oversees staff responsible for service coordination, billing accuracy, work order management, and customer issue resolution.The role ensures efficient use of personnel, systems, and resources while maintaining high standards of customer service, operational performance, and regulatory compliance. The supervisor partners with field operations, technology teams, and external vendors to support reliable service delivery and continuous process improvement.**Job Duties and Responsibilities:*** Lead, coach, and develop a customer-focused team, promoting accountability, collaboration, and high performance.* Supervise daily staff activities, including assigning work, monitoring productivity, and evaluating performance.* Support hiring, training, employee development, and disciplinary actions as needed.* Oversee customer service functions such as service requests, billing support, meter-related processes, and account issue resolution.* Ensure timely and accurate handling of work orders, service requests, and customer inquiries.* Respond to escalated customer concerns and ensure effective resolution.* Coordinate daily and weekly work plans, including prioritizing, scheduling, and tracking service orders.* Partner with field operations teams to ensure alignment between customer requests and field execution.* Monitor workflows and staffing levels to meet service demands and performance goals.* Monitor system performance, routing, and related technologies that support customer service operations.* Track, analyze, and report key performance metrics aligned with departmental goals.* Identify opportunities to improve processes, enhance efficiency, and leverage technology solutions.* Develop and manage operational plans and support budget tracking for the assigned area.* Implement process improvements to enhance customer experience and operational efficiency.* Ensure accurate documentation, recordkeeping, and compliance with policies and procedures.* Work closely with internal departments, including field operations, IT, and billing, to improve service delivery.* Coordinate with vendors and business partners to support operational needs and system enhancements.* Maintain clear and consistent communication with staff, leadership, and stakeholders.* Support emergency response efforts by coordinating customer communications and service-related activities.* Participate in on-call rotations and assist during after-hours or critical service events.**Minimum Qualifications:*** High school diploma or equivalent.* Nine (9) years of experience in utility operations, customer service, or related functions.* At least three (3) years of supervisory experience.**Preferred Qualifications:*** Associate degree from an accredited institution.* Seven (7) years of experience in water and/or wastewater utilities, customer operations, or service delivery.* At least two (2) years of supervisory experience.Licenses & Certifications:* Valid driver’s license required.* Ability to obtain and maintain a city driving permit.**Knowledge, Skills & Abilities:*** Knowledge of utility customer service operations, billing processes, and service coordination.* Strong leadership and team management skills.* Ability to manage multiple priorities in a fast-paced, service-oriented environment.* Effective problem-solving and decision-making skills.* Strong communication and interpersonal skills, with a focus on customer satisfaction.* Proficiency in computer systems, work order management systems, and related software.* Ability to analyze data and use performance metrics to drive improvements.**Work Environment & Physical Requirements:**This position is primarily office-based with occasional field coordination and site visits. Work may require extended periods of sitting, computer use, and communication with customers and staff.The role requires participation in on-call rotations and the ability to work extended hours during emergencies or critical service events.**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
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