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Utility Customer Care Agent 2 - Customer Care Dispatch

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Utility Customer Care Agent 2 - Customer Care Dispatch

Salary

$48,115.96 Annually

Location

Nashville, TN

Job Type

Full-Time Civil Service

Job Number

25262E

Department

Water Services

Opening Date

07/30/2025

Closing Date

8/6/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

Position Description

The primary purpose of the Utility Customer Care Agent 2 is to provide leadership and coordination for the most complex, specialized, and technically skilled functions within the Dispatch Section. The position ensures efficient workflow, compliance with policies and procedures, and serves as a key resource for problem-solving and decision-making in both field dispatch activities and administrative processes.

This position is in the Target Forward program. Employees in the Target Forward Program can automatically qualify for a job promotion and salary increase once years of experience, knowledge, skills, abilities and other qualifying parameters have been met.

Employees at Metro Water Services work around the clock to ensure high quality drinking water, the best in storm water management and wastewater treatment, soil and water conservation, waste and recycling for the residents of Nashville-Davidson County and some surrounding areas. It takes electricians, chemists, engineers, mechanics, information technology workers, customer service representatives, utility equipment operators and more working together to meet our resident’s needs.

Typical Duties

+ Receives and transmits calls and service complaints related to utility operations.

+ Identifies and locates problem areas using maps, records, and field data.

+ Assists customers with billing inquiries and account-related issues.

+ Utilizes specialized software systems to gather and relay information, create service requests, and monitor work orders.

+ Notifies supervisors of critical issues, problem areas, or emerging situations requiring attention.

+ Interprets maps, plans, and related documentation to provide accurate support to field crews.

+ Performs a variety of administrative tasks including data entry, filing, and report generation.

+ Responds to inquiries and complaints from customers and contractors regarding utility services.

+ Maintains accurate written and computerized records of customer complaints, work activities, and service outcomes.

+ Prepares work orders, summaries, and reports to support operations and decision-making.

+ Analyzes and interprets service area data to identify trends, needs, or concerns.

+ Conducts research using records and documentation to support service delivery and issue resolution.

Minimum Qualifications

High School Diploma and six (6) years of customer relations experience.

"No Substitution"

Candidates with accreditations earned in a foreign institute are encouraged to apply.

Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.

Preferred Experience, Knowledge, Skills, and Abilities

+ Dispatch experience

+ Knowledge of resources needed to dispatch crews for routine and emergency water/sewer services

+ Experience using software programs including Customer Information Systems, Asset Management Systems, ESRI GIS, or similar

We are an equal opportunity employer. All individuals, regardless of personal characteristics, are encouraged to apply. Metro Nashville is committed to selecting the most qualified candidate for each of our roles.

Metro Nashville Government respects the religious beliefs and practices of all employees and will make, on request, an accommodation for such observances when a reasonable accommodation is available that does not create an undue hardship on business operations.

Requests for ADA or other protected accommodations for the recruitment process should be directed to Human Resources at 615-862-6640.

Full-time, Civil Service positions -

10 Vacation Days per year (increasing after 5 years of service)

1 Sick Day per month

12 Paid Holidays per year

Public Safety - Sworn and Civilian positions -

20 vacation days per year

3 Personal days per year

1 Sick Day per month

12 paid holidays per year

Part-time, Non Civil Service positions - Visit HR and Benefits webpages for more information.

Full-time, Non Civil Service positions - contact hiring department for benefits information

Seasonal/Temporary positions - no benefits offered.

01

What is the highest level of education you have completed?

+ No diploma

+ High School Diploma or equivalent

+ Associate's Degree

+ Bachelor's Degree

+ Master's Degree

02

How many years of customer relations or construction, maintenance, and repair experience do you have?

+ No experience

+ One year

+ Two years

+ Three years

+ Four years

+ Five years

+ Six or more years

03

Briefly describe your customer relations or construction, maintenance, and repair experience. If no experience, answer "n/a".

+ Yes

+ No

04

Briefly describe your experience using software programs including Customer Information Systems, Asset Management Systems, ESRI GIS, or similar. If no experience, answer "n/a".

Required Question

Employer

Metropolitan Government of Nashville & Davidson County

Address

Human Resources Department 700 President Ronald Reagan Way, Suite 201 Nashville, Tennessee, 37210

Phone

(615) 862-6640

Website

http://www.nashville.gov/Human-Resources/Employment-Opportunities.aspx

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