Date Opened: Thursday, January 22, 2026 12:00 AM

Close Date: Thursday, February 05, 2026 12:00 AM

Department: Charlotte Water Department

Salary: $24.00 - $29.81 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 $26.83 - $29.80, Commensurate with Experience

WORK SCHEDULE: 2nd Shift 2:00 PM - 11:00 PM

JOB SUMMARY

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.

 ESSENTIAL JOB FUNCTIONS:

•  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.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• High school diploma or GED from an accredited school.
• 5 years of related experience or an associate’s degree is preferred

Licenses, Certifications, or Registrations:

• Requires a valid driver’s license with an acceptable driving record.
• Desires AWWA Meter Technician Certification.

Knowledge, Skills, and Abilities:

• 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.

PHYSICAL DEMANDS:

The work is medium work and requires the ability to lift (0-60 lbs.)  Additionally, the following physical abilities are required: ability to climb and enter confined spaces, balancing, manual dexterity, perceiving sounds at normal speaking levels, distinguishing among sounds, kneeling, lifting, mental acuity, repetitive motion, speaking, talking, visual acuity in data/color/observations/equipment/inspections, and walking.

WORK ENVIRONMENT:     

Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs. Requires working, at times, in confined spaces; working overtime and on various shifts; responding to emergencies; and being on-call. 

ADDITIONAL INFORMATION:

This job description is not intended to be and should not be construed as an inclusive list of all the responsibilities, skills, or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties at any time.  This job description does not constitute a written or implied contract of employment.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were written out in this job description.

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 [email protected].

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.