IAB Customer Associate (GIS)
The Authority is seeking a highly motivated IAB Customer Associate (GIS).The IAB Customer Associate (GIS) is responsible for serving as an Impervious Area Billing (IAB) Customer Associate with strong emphasis on utilizing the Geographic Information System (GIS) and is responsible for performing a variety of IAB related functions within Customer Services. Maintains GIS and billing data, and customer records to provide accurate and timely billing. Resolves customer inquiries received by telephone, e-mail, mail or walk-in. Provides required information and assistance to customers and field crews. Maintains impervious area related data in the IADB database and uses GIS/JTX to add or edit such data and then transfer it to the customer billing system to generate customer bills.ESSENTIAL FUNCTIONS:* Responds to customer inquiries related to IAB. Analyzes account records, land records, and other data to resolve substantive issues and problems as they relate to the determination of Equivalent Residential Unit (ERU) billing. Resolves inquiries from other parties, such as title search companies or legal staff.* Analyzes and evaluates customer issues related to IAB and provides most appropriate resolution based on applicable policies and regulations in a timely and courteous manner. Communicates IAB related facts and issues to customers and coworkers. Composes clear and concise correspondence that reflects the Authority's position on complex issues and problems. * Updates data records to reflect results of construction changes, new accounts, or adjustments reached by investigation or negotiation. Researches and interprets source documentation, including correspondence, legal documents, construction plans and other technical documents.* Performs simple to complex GIS functions under minimum supervision to include analyzing geographic patterns, recognizing spatial data, examining raster models and structures, managing vector data, and exploring raster systems.* Enters data from source materials; collects data from databases, interprets data and enters data into a relational/spatial database. Assists in updating and maintaining GIS databases including spatial impervious area surface information for properties and parcels within the District of Columbia.* Establishes and maintains effective working relationships with external agencies to support and/or enhance the delivery of service to customers.* Represents and protects the Authority's interest in administrative hearings and community meetings. Responds to any legal requests for billing information.* Utilizes database systems such as the Impervious Area Database (IADB) and Automated Meter Reader (AMR) system to conduct research and investigations and provide recommendations. Produces maps, plots, and other GIS data as requested.* Schedules, follows up, tracks, and documents IAB related assignments (such as service orders) to ensure timely and proper resolution using tools such as the Customer Information System (CIS) and Maximo (asset management system).* Performs other customer account duties necessary to maintain accurate customer records related to ownership, billing and account status, such as: turn on, shut off, service order generation, payment plans, and service restoration.* Performs other related duties and projects as assigned at the discretion of the immediate supervisor.MINIMUM QUALIFICATIONS:* High School Diploma or General Educational Development (GED) certificate and four (4) years of progressive experience in a customer service environment coupled with experience with managing data version changes within the GIS application. An Associates' or Bachelor's degree in Geography, Computer Science, or related field and two (2) years of related GIS experience is preferred. OTHER REQUIREMENTS:* In depth knowledge and understanding of GIS concepts and principles using the ESRI, ArcGIS suite of products. Must possess strong customer service skills and GIS/mapping systems and have a familiarity with AutoCad databases.* Ability to enter and manipulate information in GIS systems and create and modify data files. Knowledge of terminology related to GIS systems. Ability to read and interpret land development records and related documents. Ability to use the GIS system to research property boundaries. Knowledge of the geography and street locations within the District of Columbia. Knowledge of the operational requirements of the unit, the Departments of Water Services, Sewer Services, and other units within Customer Services to effectively perform work assignments, provide accurate information, and ensure compliance.* Ability to read and understand standards, maps and specifications.* Skill in handling complex problems and issues independently with a high level of detail. Must be adaptable to working in a fast paced environment. * Utilizes a personal computer and maintains a working knowledge of applicable software programs (ie word processing, spreadsheets, e-mail, etc.). * General Office Conditions.* Occasional field data collection may be required.We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.