Pay Range: $68,905 - $89,576 annual compensation

Job Posting Closing on: Thursday, September 12, 2024

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities, and much more.

The City of Fort Worth is one of the fastest growing large cities in the U.S. Our employees serve the needs of nearly 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability.

The City of Fort Worth is seeking to hire a Customer Solutions Analyst for the Water Department, Customer Care Division. This position is in the Meter Services section and plays a crucial role in overseeing the health of our Advanced Metering Infrastructure (AMI) system. This position will analyze AMI data to address complex customer inquiries concerning water meter assets and usage, ensuring that the integrity, reliability, accuracy, and availability of meter data are consistently upheld. You will collaborate with outside vendors and service providers, Water IT, and data users across the Utility, as well as identify and implement best practices while ensuring compliance with regulatory programs.

 Minimum Qualifications:   

  • Bachelor’s degree from an accredited college or university with major course work in public administration, business administration or a related field
  • Four (4) years of related experience in Advance Metering Infrastructure (AMI) systems and water and electric utility, or a related field
  • Valid Driver’s License

Preferred Qualifications:

  • Possession of a Texas Commission on Environmental Quality (TCEQ) Class “C” Water Distribution Operator license 
  • Work Order Management System experience
  • Strong analytical skills and proficient in Microsoft Excel and Word
  • Experience with Central Square (CIS) and Meter Data Management System (MDMS)
  • Two (2) years of administrative and supervisory experience

A Customer Solutions Analyst job responsibilities include:

  • Supervises staff, which includes prioritizing and assigning work; conducting performance evaluations; ensuring staff is trained; ensuring employees follow policies and procedures; maintaining a healthy and safe working environment; and, making hiring, termination, and disciplinary decisions or recommendations.
  • Oversee and troubleshoot communications for over 290,000 water services/accounts annually, ensuring timely and accurate meter readings.
  • Respond to complex customer inquiries related to water meter assets and usage, using Meter Data Management (MDM) systems to investigate and resolve issues.
  • Ensure compliance with regulatory programs, including the preparation of mandated reports for agencies such as the American Water Works Association (AWWA) and Texas Commission on Environmental Quality (TCEQ.)
  • Establish and implement quality assurance protocols, and support the development and execution of metrics for Key Performance Indicators (KPI) reporting. Analyze meter data to identify opportunities for operational enhancements and contribute to strategic planning and project development initiatives.
  • Identifies opportunities for improving service delivery methods and procedures; identifies resource needs; reviews with appropriate management staff; implements improvements; and prepares comprehensive reports which present and interpret data collected and compiled.
  • Develops new programs and processes to increase the efficiency and effectiveness of our AMI system. Develops educational and training programs; and creates documents for external dissemination to promote compliance with city and state regulations.
  • Provide technical support for various systems and prepare necessary regulatory reports.
  • Collaborate with third-party vendors for meter exchange and testing projects, supervising survey and mapping activities. Collaborate with other division on departmental process improvements.
  • Continuously monitors and evaluates the quality, responsiveness, efficiency and effectiveness of assigned programs, service delivery methods and procedures; works with employees on the continuous improvement of department specific services.

Conditions of Employment

The City of Fort Worth is proud to be an Equal Employment Opportunity employer.  It is the policy and practice of the City to recruit, hire, train and promote a diverse workforce without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or another non-merit factor.

The City of Fort Worth is committed to full compliance with the Americans with Disabilities Act. Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the job application or interview process and to perform essential job functions.

Candidates who do not meet the Education requirement, may be considered if they have more relevant work experience than the position requires. Those selected for employment will be required to pass Pre-Employment checks depending on the position requirements. Those could include, but are not limited to: criminal background check, drug screen, education verification, etc. criminal convictions will be considered on a case-by-case basis. Employees are paid by direct deposit only.

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