Plan & Sched Coord-Cust Advoc

SUMMARY: Responsible for operating multiple computerized information systems to accomplish the following: data input, dispatching, generating work orders, generating reports, scheduling work orders, tracking labor, tracking materials, purchasing material, and tracking equipment. Receives, records and distributes work orders to supporting field personnel. Works independently to accomplish goals and objectives set by the Customer Advocacy Manager to support Customer Advocacy, Water Accountability, and Meter Maintenance departments. Communicates both orally and written with internal and external customers. In addition, all other functions and responsibilities as assigned. Work is performed under the general supervision of the Customer Advocacy Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Includes the following. Other duties may be assigned.

- Coordinates with the Customer Advocacy Manager, Water Accountability Manager, Meter Maintenance Manager, Field Services, Customer Service department and/or Accounting/Billing department as necessary to ensure timely and effective resolution of customer service request/orders.

- Receives and transmits messages via radio, telephone or automated dispatching functions and maintains communication to field personnel, other departments, and customers. Ensures all calls are dispatched, received, logged and completed.

- Uses multiple computerized information systems to track and coordinate service order/work order information between departments (i.e. Field Services, Meter Maintenance, Customer Service, Water Quality Monitoring, etc.)

- Communicates with customers by phone or email and receives request for services or repairs; records information such as name, address, and article to be repaired, or service to be rendered; provides appropriate work order information to customer service representatives for establishment of new accounts.

- Assists in gathering customer information and customer call backs.

- Prepares work orders and distributes to field personnel

- Verifies, transfers and coordinates processed information from field personnel’s log to appropriate service order for distribution to CSR’s; determines if additional work needs to be followed through in field or office.

- Communicates with customers (internal and external) in order to address complaints associated with CWW activities.

- Works with Water Accountability and Meter Maintenance departments in coordinating and administratively supporting programs

- Serves as purchasing agent for Customer Advocacy, Water Accountability, and Meter Maintenance Departments.

- Update and maintain call schedules and provides this information to call center personnel

- Serves as liaison with outsourced call center, meter change-out contractors and other outside parties.

- Develops and maintains reports concerning human resource utilization, work progress, and disposition of materials.

- Generates reports of various types on weekly, monthly, and quarterly schedule. Generates non-standard reports as needed.

- Plans and schedules appropriate work orders for serviceperson in field for maximum efficiency and routing.

- Coordinates and monitors emergency locate request received from Georgia 811 system, City of Columbus and/or 911.

- Creates, enters, and assigns work orders and maintenance data into computer database; maintains and updates database daily.

- Coordinate and maintains application files and request for Fire hydrants meters.

- Keeps records of service calls, work orders, utility cuts, work performance logs, metered fire hydrants, new services, and sewer taps.

- Receives and responds to customers’ complaints/concerns and questions concerning fieldwork, meter installation and usage.

- From time to time, this employee may be called upon to perform other duties as deemed necessary by management.

- Provides tracking and control requests related to monthly/quarterly departmental budgets for review by department manager.

SUPERVISORY RESPONSIBLITIES:

None.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Knowledge of principles and practices of Water Distribution and Wastewater Collection, as applied to water works utility. Ability to operate computerized equipment. Ability to deal with customer and employee concerns in an effective manner. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & EXPERIENCE:

Must have a High School Diploma or GED and possess a valid driver's license and a clean driving record is required. 5 years related experience or technical training related to customer service, water distribution, office management, computerized maintenance system operations, billing system operations or equivalent combination of education and experience. College or Technical School training courses in computer software courses and applications, preferred. Working knowledge of Microsoft Windows, Excel, Word, Access, and AS 400/CIS Infinity, Microsoft Query analyzer, MS Projects, Maximo, Backflow Software and additional database experience preferred. Extensive oral and written communication skills required, this position provides data and receives input from a wide range of audiences including, customers, executive management, and other CWW employees.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write detailed reports and correspondence. Ability to effectively communicate with the Manager, Superintendents, Coordinators and other employees through all forms of communication devices.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as proportions, percentages, area, circumference and volume. Ability to compute rate, ratio, and percent and to draw and interpret various graphs and charts.

REASONING ABILITY:

Ability to evaluate job requirements based on written, oral or schematic instructions and to translate the instructions into a work order format. Ability to make recommendations for the solution of practical problems based on various types of data input.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to reach with hands and arms. The employee is frequently required to stand, walk, use hands to finger, handle or feel objects, tools or equipment; stoop, kneel, crouch, or crawl; talk, hear, and smell. The employee is occasionally required to sit, climb and balance.

The employee must occasionally lift and be able to move objects of 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristic described here are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in an office environment, but on occasion will be required to visit job sites to view the work progress. While visiting job sites the employee will occasionally be exposed to heavy construction equipment, moving mechanical parts, fumes, loud noises or airborne particles.

JOB ANNOUNCEMENT: 25-26

PAY GRADE: 12