Customer Service Supervisor

Job Summary

Under the general direction of the Water/Wastewater Superintendent, the position is responsible for planning, organizing, directing, and supervising the operations, programs, and personnel of the Customer Service Department. The position exercises considerable independent judgement in coordinating departmental activities, overseeing assigned water and wastewater facilities, and ensuring efficient and responsive customer service operations.

Essential Duties and Responsibilities

• Responsible for all water meter customer service activities.
• Work involves responsibility for installation, reading, and repair of water meters.
• Work includes handling customer complaints regarding meter readings and other meter problems.
• Work is performed independently within established policies and procedures and is reviewed by superior through conferences, reports and results obtained.
• Rereads meters; repairs and tests meters; turns water on and off as required.
• Prepares and maintains necessary records and reports.
• Inspects assigned equipment for proper operation and other equipment as required to fulfill job duties.
• Supervises and occasionally participates in the work of a small-sized group of employees. Will assign duties and follow up on the completion of those duties and maintain time records.
• Responsible for scheduling time off for holidays and vacations for the employees under the direct supervision of this position.
• Consults with the Utilities Director and/or Water/Wastewater Superintendent to implement new or revised policies and procedures. Prepares long range plans for the department, in cooperation with the Water/Wastewater Superintendent.
• Requisitions necessary equipment, supplies, and materials; regularly inspects the work of subordinates.
• Operates a City vehicle.
• Follows and enforces all other City ordinances as needed.
• Acts on complaints from citizens and elected officials.
• Ensure safety rules and regulations or practices are observed in the performance of all duties.
• Performs related work as required.

Minimum Qualifications

• Education - High School Diploma (or GED equivalent).
• Experience - Five (5) years minimum experience with water meter operation, maintenance, customer service, maintenance repair, and operation of water meter and sewer taps, including supervisory experience.

License or Certificate

• Must have a valid Texas driver’s license, at least a Class B CDL, and currently have and maintain a satisfactory driving record.
• Must possess at least a “C” Ground Water Operator and a Class II Wastewater Collection.

Knowledge, Skills, and Abilities

• Knowledge of water meter operations and customer service practices.
• Knowledge of city geography and street locations.
• Municipal government operations and activities.
• Principals and practices of organization, administration, and personnel management.
• Principles and techniques of supervision, training, and performance evaluation.
• Pertinent Federal, State, and local laws, codes, and regulations.
• Establish and maintain effective working relationships with Supervisors, other employees and the public.
• Plan and supervise the work of a small staff of employees performing skilled, semi-skilled, and unskilled work.
• Understand and follow complex oral and written instructions.
• Express ideas effectively, orally and in writing.
• Plan and implement a comprehensive and effective maintenance and repair program.
• Supervise employees.
• Deal with regular contact with the public in situations that affect the accomplishment of the job at hand. Contact is usually structured and frequently requires normal tact and judgment. Occasionally contact may involve conflict and require considerable tact and judgment.
• Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals.
• Gain cooperation through discussion and persuasion.

Physical Requirements

• Walk and stand for extended periods while performing meter reading, inspections, maintenance, and repair activities in the field.
• Bend, stoop, squat, kneel, crouch, twist, reach, and work in confined or awkward positions to access water meters and meter boxes.
• Lift, and carry tools, equipment, meter boxes, lids, meters and related materials.
• Must be able to lift and carry up to 50 pounds.

Work Environment

• Supervise, schedule,train and evaluate assigned employees.
• Respond to customer complaints and field service requests.
• Operate and maintain assigned City vehicles and other City equipment in a safe manner.
• Work beyond normal business hours, including overtime or emergency response, and required.

NOTE: The above statements are intended to describe the general nature and level of work being performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required.

“As an equal opportunity employer, the City of Stephenville considers only qualified applicants without regard to color, age, race, ethnicity, sexual orientation, gender identity, gender expression, disability, national origin, veteran or marital status.”