Position Summary
The New Construction Technician (NCT) works with internal and external NBU customers to process electric, water, and wastewater service orders to establish new utility service within the NBU service area. In addition, the NCT analyzes subdivision plats, calculates, and collects deposits, customer impact/construction costs, and customer fees/charges for both commercial and residential customers. The individual should have excellent communication skills, a positive attitude, a strong work ethic, attention to detail and accuracy.
Multitasking and stress management skills are essential for this position.
The NCT is highly involved in interacting with external and internal customers, via telephone, email, letter, or in person. In addition, the New Construction Technician performs basic clerical duties such as filing, organizing, printing, copying, etc. and assists in the operational duties of New Construction.
Essential Duties & Responsibilities
ADMINISTRATIVE SUPPORT
- Communicates/corresponds with internal and external customers in person, by phone, email, and fax
- Provides customers with documented quote of fees required for projects
- Releases all service orders for water & electric meters to be set, security & street lights to be installed, and solar installation.
- Maintains files of current projects from beginning to end, including payments and inspections
- Determines need and maintains inventory of office supplies for New Construction office
- Interprets Electric Engineering drawings to determine required service orders to complete projects
- Performs Data entry and analysis
- Submits monthly Impact Fee Reconciliation and Tracking reports to supervisor and manager
FISCAL SUPPORT
- Determines construction and impact fees due for each project; enters fees to be billed to customer’s account(s)
- Collects fees using appropriate receipts to have payments applied to customer account
- Ensures that payments are posted properly to account(s) and maintains record of payments
- Completes tasks in work orders that relate to fees
- Creates itemized report for daily deposit of money collected at service center
- Maintains spreadsheet of impact fees collected monthly; creates and reconciles report with accounting on a monthly basis.
COORDINATION BETWEEN DEPARTMENTS
- Coordinates with Electric Engineering staff to determine availability of services, fees, deposits for commercial accounts
- Establishes new accounts and forwards billing information to the appropriate departments
- Communicates with Water Systems Engineering to determine availability of water and wastewater services
- Interprets construction approval and acceptance letters e-mailed from Water Systems Engineering and Water Operations as they relate to projects and relay information to customers
- Filters and relays information to the operations departments once obtained from Engineering and the customer
- Provides explanation of billing regarding placement of services
- Coordinates with the Purchasing Dept when meter cans can be issued to customers upon their request
- Documents internal & external customer communication on appropriate Northstar account and Cityworks to provide current status of projects
- Helps train employees with similar tasks and new processes within and across departmental lines
INTERNAL AND EXTERNAL COMMUNICATION
- Exhibits excellent listening skills and empathy when addressing customer concerns/complaints
- Provides customers with explanation of requirements for establishing new accounts
- Possesses excellent customer service, communication and conflict resolution skills
- Provides commercial customers with explanation of documentation requirements
- Communicates to customers (internal and external) in person, via phone or email regarding new construction issues/projects
- Assists customers at Service Center with customer service applications and the amount and reasoning for required fees
- Provides water/sewer fees quotes to customer with required fees which are based on meter size and appropriate Impact Fee schedule
- Provides explanation of NBU processes and fees to external and internal customers
- Informs customers on status of projects and appropriate department contacts to move projects through to completion
- Resolves customer issues related to account or project
RESEARCH
- Reviews plats to determine accuracy of customer applications and information in the NBU data base
- Coordinates with the City of New Braunfels on information needed to evaluate projects
- Obtains addressing from the County Engineers Office to create accounts and share information with other departments as needed
- Reviews plats to obtain date of recording to determine proper impact fees to be charged
- Collaborates with other NBU departments to determine service availability and/or location and size of existing service(s); relays information and next steps to customer
GENERAL RESPONSIBILITIES
- Maintains regular attendance; leave schedule should be managed so as to not interfere with ability to accomplish tasks, including special projects and assignments with deadlines
- Adheres to NBU safety guidelines and practices at all times and in all situations
- Maintains a clean and safe work area, office, field site and vehicle as applicable
- Develops & maintains effective customer service skills for communications with co-workers, customers and the public in general
- Maintains strict confidentiality of business, employee and customer information in written and oral communications and safeguard sensitive documents
- Adheres to NBU policies and procedures
- Exemplifies NBU Core Values of Integrity, Stewardship, Culture, Team and Safety
- Participates in and supports initiatives to reach annual NB Performance Measures
Formal Education and Work Experience Requirements
- Degree/Diploma Obtained: High School Diploma/GED
- Work Experience Time Frame: One Year or More Field of Study: General Studies
- Other: Bilingual in Spanish a plus.
Other Minimum Qualifications
- Familiarity with deeds and other County and City records is preferred
- Utilize current versions of computer software and hardware provided by NBU to research customer accounts, perform data entry, and to create other documents that are clear, accurate and grammatically correct.
- Excellent 10 Key and data entry skills
- Ability to efficiently operate various standard office machines like copiers and scanners.