Customer Service Supervisor

The Water Resources and Infrastructure (WRI) Customer Communications Center (CCC) is the backbone of efficient customer service for Wastewater and Stormwater Management in the Department of Public Works and Environmental Services (DPWES). Are you a supervisor that has leadership skills and operational expertise that can develop frontline agents, monitor performance metrics, and collaborate with branches, divisions and departmental management to deliver outstanding customer service? The CCC is staffed 24 hours a day, seven days a week on 8- to 12-hour rotating shifts, including holidays, weekends, and County administrative leave days. This position is responsible for administrative and supervisory duties for the CCC that answers emergencies calls for stormwater and sanitary sewer and dispatches inspectors to investigate the concerns, responds to emails and/or any other type of communication concerning sanitary sewer or stormwater drainage systems. Monitors the pumping stations alarm system as well as providing after-hours support for other branches, divisions, and agencies including the director’s office of DPWES. This position combines people leadership with operational excellence, requiring strong coaching abilities, data-driven decision making, and the capacity to maintain service quality under pressure. Key responsibilities include: Provides work instructions and directions to the CCC staff regarding calls, emails, texts, and other types of communication ensuring that all emergency calls are dispatched promptly and appropriately; Analyzes call records to ensure work processes are followed and that resolutions to inquiries from residents, homeowners, other agencies, contractors, etc. are appropriate; Develops and coordinates staff training to provide updates of compliance regulations, agency practices and CCC Standards of Operating Procedures (SOPs) and protocols; Makse work assignments and create work schedules; Monitors, evaluates, and coaches staff performance; Performs quality review for accuracy and consistency of service requests and work orders in the asset management system; Ensures compliance reporting with local, state, and federal agencies is timely and accurate; Duties are performed under the supervision of the Environmental Services Supervisor for Trouble Response. The ideal candidate must have: Supervisory experience in a call center environment, preferably with 24/7 operations. Analytical skills to interpret performance metrics and implement improvements. Ability to problem solve and resolve conflict. Uses insight into situations to find timely and innovative solutions to solve customer inquiries/concerns. Decision-making ability and demonstrates sound judgment while working independently Effectively communicate - clear verbal and written communication skills for interacting with team members, supervisors, management, and the public, as well as completing reports and documentation. Strong leadership, interpersonal, and coaching skills - ability to work well and interact well with others. Supports employee growth and development. Ability to independently and proactively identify tasks or anticipate what needs to be done and take action. Ability and willingness to learn processes and procedures and take initiative to learn and put it into practice. Wastewater Management positions are responsible for providing uninterrupted sewer service to residents during extreme inclement weather or other emergencies. This position is designated as emergency service and is subject to 24-hour on-call and may be required to report to work during extreme inclement weather or other emergencies, including after-hours and weekend work during emergency incidents to fulfill emergency service duties. Overtime may be mandated when emergencies occurred related to the health, welfare, or safety of either the public or employees. Wastewater Management is part of the Department of Public Works and Environmental Services (DPWES), please visit us here to learn more about us. DPWES is a diverse, nationally accredited and award-winning public works agency with approximately 1,000 employees providing solid waste, capital facility development, wastewater, stormwater, urban forestry, and land acquisition management services for the most populous county in Virginia. Join our team to help us protect the environment and serve the people of Fairfax County by creating and preserving a sustainable community that is an ideal place to live, work, and play for everyone. Fairfax County Government is committed to our employees, and offers comprehensive benefits, including a defined-benefit retirement plan; medical, life and disability insurance; paid leave; tuition reimbursement; and reasonable accommodations for individuals with disabilities. Through our LiveWell Program and the County Benefits Division, we endeavor to cultivate a culture of wellbeing that empowers, educates and engages employees and retirees to make life-long choices that promote a holistic approach to their physical, mental, emotional, social, spiritual and financial wellness. Please review our awesome benefits: Benefits Retirement The appointee to this position is subject to emergency callback 24 hours a day/seven days a week (24/7) to respond to snow, flood, and other designated emergencies requiring division resources, on an as-needed basis. In 2026, all Wastewater Collection Division assignments will be permanently located at the new Water Resources and Infrastructure building, located at 6000 Freds Oak Road, Burke, VA 22015. Position may require traveling to multiple Fairfax County sites. NOTE: The functional areas of this position are customer service, leadership, training development and implementation, and business process maintenance and improvement. MINIMUM QUALIFICATIONS: Any combination of education, experience, and training equivalent to the following: (Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to") Graduation from an accredited four-year college or university with a bachelor's degree in the field related to the assigned functional area; plus two years of professional work experience within the functional area. CERTIFICATES AND LICENSES REQUIRED: Valid driver's license. NECESSARY SPECIAL REQUIREMENTS: The appointee to this position will be required to complete a criminal background check, a pre-employment physical examination, and driving record check to the satisfaction of the employer. PREFERRED QUALIFICATIONS: Two years of experience working in and/or supervising a call center Two years of experience analyzing business or work processes and implementing process improvement Two years of experience developing and delivering staff training and implementing employee development initiativesOne year of experience in wastewater and/or stormwater management systems One year of experience using an asset management system and/or GIS-based systems One year of experience using MS Office (Teams, Outlook, Excel, etc.) PHYSICAL REQUIREMENTS: Ability to communicate clearly and effectively, both verbally and in writing, in person, by telephone, through video conferencing, text messaging, and other electronic communication methods. Ability to occasionally lift, carry, push, pull, or move materials weighing up to 15 pounds, with or without reasonable accommodation. Ability to operate a computer, keyboard, mouse, telephone, and other office equipment to input, access, retrieve, review, and manage information for extended periods. Ability to operate a County vehicle and travel to various County facilities, work sites, and emergency response locations as required. Ability to receive emergency calls, research information, make decisions, dispatch crews and inspectors by phone and text, respond to pump station alarms, and open security gates for emergency responders. Ability to stand, walk, stoop, bend, reach, and move throughout office buildings, County facilities, industrial sites, construction areas, uneven terrain, and outdoor work environments, including verifying the security of doors and monitoring cameras. Ability to work extended hours, including nights, weekends, holidays and emergency response events, and to be onsite when required to support emergency operations. Physically and mentally able to wear and use all required personal protective equipment (PPE), including hard hats, eye and hearing protection, safety footwear, high-visibility apparel, and fall protection equipment when required. Position is generally sedentary and requires the ability to sit for extended periods, including shifts up to 12 hours, while performing work at a computer workstation. Visual acuity sufficient to effectively use computer monitors and review documents, maps, reports, text, and other data for prolonged periods. All duties performed with or without reasonable accommodations. SELECTION PROCEDURE: Panel interview and may include exercise. Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian/Pacific Islander, Indo-European, and many others.) We encourage candidates who are bilingual in English and another language to apply for this opportunity. Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce. Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. TTY View phone number on click.appcast.io. View email address on click.appcast.io EEO/AA/TTY. #LI-JT1 #J-18808-Ljbffr