Customer Service Supervisor

Customer Service Supervisor

Contra Costa Water District (CCWD) provides safe, reliable, high-quality water and related services that support the health and vitality of the communities it serves. Through responsible stewardship of both its infrastructure and its people, CCWD is committed to building and sustaining a skilled workforce prepared to meet today's needs and tomorrow's challenges.

Contra Costa Water District is hiring a Customer Service Supervisor to join the Finance team. The Customer Service Supervisor combines operational leadership, staff management, customer relations, and technical oversight to ensure efficient, accurate, and responsive utility customer service operations for the CCWD. We welcome all leaders who share our commitment to public service and are ready to lead a team that makes a real difference.

Lead a High-Impact Team

• Bring your leadership to help shape the customer experience for the community by leading, mentoring, and developing a high-performing service team.
• Foster a collaborative, respectful team culture that reflects the diverse communities CCWD serves.
• Take ownership of the CCWD's most challenging customer situations, stepping in on escalated or sensitive disputes where sound judgment and a steady hand make the difference.

Support Continuous Improvement

• Drive continuous improvement initiatives using data analysis to enhance customer service, billing, and collections processes.
• Administer customer information and billing systems to ensure accurate, efficient service delivery.
• Participate in budget and strategic planning, monitoring expenditures and identifying future resource needs.

Key Responsibilities

• Promote a culture of safety, accountability, teamwork, and exceptional customer service.
• Supervise and lead customer service staff, including planning, prioritizing, assigning, reviewing, and evaluating work.
• Manage customer service operations, including billing, meter reading, field services, and collections activities.
• Develop and implement policies, procedures, and service improvements to enhance operational effectiveness and customer satisfaction.
• Analyze operational and billing data, identify trends, and recommend process improvements.
• Resolve complex customer service and billing issues and respond to customer inquiries, complaints, and escalated concerns.
• Participate in budget preparation and administration, including monitoring expenditures and preparing budget recommendations.
• Prepare reports and evaluate program performance to support management decision-making.
• Collaborate with District departments and external stakeholders to ensure effective service delivery and positive customer relationships.

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be: Training: Equivalent to a bachelor's degree from an accredited college or university with major coursework in accounting, finance, business or public administration, or a related field. Experience: Five (5) years of increasingly responsible experience in customer service, including two (2) years of lead or supervisory experience. Licenses and Certifications: Possession of a valid California driver's license to be maintained throughout employment.

The application deadline is 5:00 p.m. on Thursday, September 24, 2026, or the first 150 qualified applications received, whichever comes first.

WORKING CONDITIONS Employees may be required to work various shifts and outside of normal shift hours on evenings, weekends, and holidays as needed. EQUAL EMPLOYMENT OPPORTUNITY Contra Costa Water District is committed to equal employment opportunity for all employees and applicants. We prohibit discrimination based upon race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other actual or perceived status protected under federal, state, or local law. Employment decisions are based on individual qualifications and performance.

DIVERSITY, EQUITY, AND INCLUSION Creative and effective problem-solving thrives in a workforce where different experiences and perspectives influence employees' work. Employees thrive when employers recognize the value of those differences and integrate them into the workplace. Contra Costa Water District (CCWD) is committed to harnessing the power of its workforce to solve industry challenges and meet the needs of the communities it serves now and in the future. We seek applicants who join us in these commitments in their own operations and activities.

BACKGROUND CHECK Appointment to this classification is contingent upon successfully completing CCWD's pre-employment process. All positions require a criminal background check, verification of employment and education history, and professional reference checks. Depending on the job classification, additional requirements may include a pre-employment medical examination, drug and alcohol testing, and verification of prior drug and alcohol testing history as required by federal regulations. DISASTER SERVICE WORKER All CCWD employees are designated Disaster Service Workers through state and local law. As such, CCWD employees may be called upon to support the activities of CCWD during an emergency situation.

In addition to a competitive salary, the Contra Costa Water District offers an excellent benefits package!

• Employer-paid medical, dental, vision, and life insurance
• Employer-paid short-term and long-term disability insurance
• Voluntary participation in Flexible Spending Accounts (FSAs) for dependent care and healthcare reimbursements
• Employer-paid Employee Assistance Program (EAP) offering counseling and referral services for employees and eligible dependents
• Health Insurance Credit for eligible dependents who have other medical benefit coverage

• Flexible Benefit of $150 per month, equating to $1,800 annually
• Voluntary participation in the 401(a) and 457(b) deferred compensation plans, with up to a 4% employer match
• 1% employer contribution to a 401(a) deferred compensation plan for employees with 10 or more years of CCWD service (no employee contribution required)
• Participation in Social Security and Medicare
• Defined benefit retirement plan with reciprocity through California Public Employees' Retirement System and CalPERS reciprocal agencies

• Reciprocal agency service does not count toward the 5-year or 10-year vesting requirement for fully paid retiree medical
• Employees with classic reciprocity are eligible for a 2.35% at 55 retirement formula
• New hires not eligible for classic reciprocity are covered under the 2% at 62 PEPRA defined benefit formula

• Employer-paid retiree health insurance for retirees and eligible dependents
• Local 21 employees currently contribute 2.3% of base pay on a pre-tax basis for this benefit
• Employees hired on or after January 1, 2016, are subject to a 10-year District service vesting requirement to qualify for fully paid retiree medical upon direct retirement from CCWD
• The CCWD contracts with California Public Employees' Retirement System for medical benefits

• 12 paid holidays annually
• 56 hours of paid administrative leave per year in lieu of compensatory time off for FLSA-exempt classifications
• FLSA non-exempt classifications, such as Management Assistant positions, do not receive administrative leave
• 40 hours of vacation credit upon hire
• Vacation accrual of 10 days during the first year, increasing to 15 days per year beginning in year two, with additional accrual increases thereafter
• 96 hours of sick leave accrued annually
• Part-time benefits are prorated in accordance with the applicable Memorandum of Understanding (MOU)

• Comprehensive Wellness Program, including a monthly $50 wellness stipend
• Educational Assistance Program providing up to $3,000 per fiscal year, per employee
• Free admission to Los Vaqueros Reservoir, offering recreation areas, fishing, boating, and hiking trails
• And more