UTILITY PROGRAM RELATIONS LIAISON II (CLASS CODE 3461)

City of New Orleans Government; New Orleans (LA); On-site; USD 55,000 - 75,000; Full time

Job summary

City of New Orleans Government is seeking a skilled customer service professional to support the Water Program Division. The role handles inquiries in the field and via standard channels, focusing on AMI, backflow prevention, and the Lead Service Line Replacement program.

You will coordinate outreach and ensure a positive customer experience. Ideal candidates bring six years of utility customer service experience and a valid driver's license, with a high school diploma or GED; a Bachelor's

Qualifications

• Respond to and resolve service inquiries across multiple utility programs.
• Coordinate outreach while ensuring a positive customer experience.
• Evaluate inquiries, identify root causes, and communicate solutions.

Responsibilities

• Respond to customer inquiries related to AMI, Backflow, LSLR and related field work.
• Evaluate issues and coordinate field crews or contractors as needed.
• Serve as a first point of contact for customers and document interactions.
• Assist in outreach efforts and maintain quality customer service standards.

Skills

Customer service

Communication

Root-cause analysis

Field work

Education

High school diploma or GED

Job description

Kind of Work

Advanced administrative and field work performing a variety of technical duties related to the Board’s Water Program Division including responding to, evaluating, identifying root cause, and resolving service inquiries both in the field as well as through normal communication channels. Work includes serving as the first point of contact for individual customer inquiries related to Advanced Metering Infrastructure (AMI), the Backflow Prevention Program, the Lead Service Line Replacement (LSLR) Program, and other SWBNO field work being conducted by internal crews or contractors performing other capital works. This role involves direct communication with customers, coordination of outreach efforts, and ensuring a positive customer experience while addressing concerns and questions about these critical utility programs; and related work as required.

Minimum Qualifications

Possession of a valid driver's license. High school diploma or GED equivalent. Six (6) years of utility customer service experience in a public works area such as electricity, gas, cable, phone, water service utility or closely related field. Note: A Bachelor’s Degree may substitute for 4 years of required experience. An Associate’s Degree may be substituted for 2 years of required experience.