What are the responsibilities and job description for the CUSTOMER SUPPORT ANALYST (PERM/FT/BENEFITS) position at Harford County?
Under general supervision, performs technical, specialized, and intermediate-level work providing service and support directly to Water & Sewer customers and developers with considerable independence. This position supports the Water & Sewer Maintenance Facility and serves as the liaison between customers and the County to ensure a high level of timely and responsive customer service.
(The following examples illustrate the work performed in the positions in the class. Positions may require some or all of these examples depending on the organization of work within the department. The list is not inclusive. A position may require related duties not listed, if necessary, to accomplish the work of the department.)
- First line customer support for water emergencies, sewer emergencies, inquiries, and requests.
- Properly determine the issue to correctly dispatch customer concerns.
- Create service requests and work orders in Cityworks – work order system. Reviews Cityworks service requests, work orders, and inspections for accuracy and completeness.
- Runs and prepares weekly data reports from the work order system. Provides follow-up on outstanding issues that need to be addressed.
- Attends pre-construction meetings.
- Schedules and coordinates meter installations and certificate of occupancy inspections.
- Verifies all tasks for Water & Sewer connection, demo, and addition permits are completed in the permitting system and approves Certificate of Occupancy for Water & Sewer.
- Maintains historical data and records, scanning and archiving files.
- Miss Utility ticket notification and processing.
- Various administrative duties to support the Water and Sewer office and operation.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Ability to multi-task in a fast-paced environment with a high level of attention to detail.
- Ability to read and interpret site plans, GIS, research historical data, identify details of water and sewer utilities, and answer questions relating to areas of service, utility lines and assets, and parcels of property
- Ability to interpret and apply office policies, Water & Sewer Facilities’ work procedures, diagnose incoming concerns and issues, and determine the correct County agency to reference
- Ability to establish and maintain effective and courteous working relationships with field personnel, professionals, engineers, developers, contractors, and the general public; to perform data entry, data review and quality control, and to retrieve information from various sources and efficiently prepare and format reports of historical data
- Ability to cooperatively and quickly make decisions and resolve problems independently; work collaboratively in a team
- Excellent organizational and communication skills
- Considerable knowledge of Microsoft Office products, CityWorks, EPL, Miss Utility, Laserfiche, and GIS.
- Ability to bend, stoop, kneel, sit or stand, depending upon work assignments; to drive a County vehicle while carrying out some assignments.
EDUCATION & EXPERIENCE:
Possession of a high school diploma or GED Certificate, AND Four (4) years of progressively responsible administrative, accounting, or technical experience, which included personal computer operation, and customer relations work.
OR
A.A. degree in business management or planning-related fields such as geography, legal services, or engineering AND one (1) year of experience in office administrative work.
LICENSE:
Possession of a valid Class "C" non-commercial motor vehicle driver's license with no more than three (3) points. Please be advised this position requires a valid driver's license. Your application will not be considered if you fail to include the full driver's license number on the electronic application.
SAFETY:
Must comply with all Federal (OSHA), State of Maryland (MOSH), safety regulations, and applicable Harford County safety policies, procedures, or manual as required for this position.
OR
A.A. degree in business management or planning-related fields such as geography, legal services, or engineering AND one (1) year of experience in office administrative work.
LICENSE:
Possession of a valid Class "C" non-commercial motor vehicle driver's license with no more than three (3) points. Please be advised this position requires a valid driver's license. Your application will not be considered if you fail to include the full driver's license number on the electronic application.
SAFETY:
Must comply with all Federal (OSHA), State of Maryland (MOSH), safety regulations, and applicable Harford County safety policies, procedures, or manual as required for this position.
COMPENSATION:
Other compensation may include but is not limited to:
- Overtime
- Compensatory time
- Shift Differentials
Harford County offers an exceptional benefits package that includes:
- Health, Dental & Vision insurance
- Flexible Spending Accounts
- State Retirement Plan and Deferred Compensation
- Long Term Disability, and Life Insurance for Employee, Spouse, and Children
- Generous Leave Package & Paid Holidays
- Tuition Reimbursement
Salary : $41,000 - $60,000
