CUSTOMER PROGRAMS COORD

SUMMARY OF RESPONSIBILITIES : This position is responsible for numerous enterprise-wide functions and activities that are tied to monitoring information and analyzing data from multiple software systems to include C2M, and WACS. This class is not only responsible for the developmental phase, but also the implementation phase of many diverse assignments. Responsibilities include, but are not limited to gathering, compiling, analyzing and communicating utility project information, preparing annexation related rolls for City Council, verifying utility assessments with appropriate staff, administering non-utility to include COF camera billing; communicating PWC’s policies to developers, builders and engineers; composing letters and coordinating service requests, new fiber, conduit, electric service kiosk, cellular antenna, and pole attachment. Coordinating with Legal, Financial, and Engineering staffs in the preparation of Agreements in compliance with established processes, N.C. General Statutes, and PWC Policy. Provides insight and recommendations to enhance department processes, collaborating with cross-functional teams to address customer issues and improve service delivery. Maintaining records to include receiving/reviewing/filing UPA (Utility Purchase Agreements) and ensuring proper record retention, acting as liaison with non-utility customers to address inquiries and concerns. Conducting research and gathering relevant information to provide analytics and assessment as necessary. Exercises initiative/independence in developing work methods and carrying out the details of the work in accordance with policies and procedures within the scope of responsibility designated for the position; operates under the general supervision of management. Extended hours, overtime and on call may be required. Performs related work as required.

EQUIPMENT OPERATED: Computer, calculator, communication, and other equipment, as required.

FULL PERFORMANCE KNOWLEDGE, SKILLS, AND ABILITIES : Thorough knowledge of safety rules/regulations/procedures, as appropriate; strong working knowledge of various software systems to include C2M, WACs, SharePoint, and Cobblestone; skill in operating computers; demonstrate proficiency in Microsoft Office with advanced level skills required in Excel, and GIS,; must possess excellent oral and written skills and demonstrate excellence in document preparation and dissemination of information to include letters, memos, reports, and email compositions; strong knowledge of the PWC rates, policies and services; good knowledge of the North Carolina General Statutes regarding assessments for utility infrastructure; good knowledge of the City of Fayetteville and Town of Hope Mills policies regarding utility services; ability to accurately complete and process records/reports/other documents; ability to keyboard accurately at a moderate rate of speed; ability to deal with internal and external customers with tact in sensitive and difficult situations; ability to develop and maintain effective working relationships with business customers, the general public, local government staff and all levels of employees.

A. Graduation from an accredited four (4) year university/college with a bachelor’s degree in business, Engineering or Mathematics and a minimum of two years of work experience in data analysis or related field OR:

B. Graduation from a two (2) year accredited college/technical community college with a degree/certification and a minimum of six (6) years of experience as defined in (A) above; OR

C. Graduation from high school or possession of an equivalency diploma with a minimum of ten (10) years of work experience as defined in (A) above.

SPECIAL REQUIREMENTS: Must possess a driver’s license.

PHYSICAL REQUIREMENTS: Must be able to perform the essential functions of the position.

PROTECTIVE EQUIPMENT: As required in the Public Works Commission’s Safety Manual.

GRADE 406 $23.29-$30.68/HOUR