Customer Service Supervisor

Job Description

Job Description

U.S. Water Services Corporation is a well-established and diverse water and wastewater utility organization specializing in utility maintenance, operations, engineering, and construction services. U.S. Water is a fast-paced and rapidly expanding company headquartered in New Port Richey, Florida, with a staff of over 950 employees in twenty states.

The Customer Service Supervisor manages the operation of the Utility's Customer Service Department, which includes customer service, meter reading, and related work as required.

**Utility experience highly desired**

This position class is responsible for the operation of the Utility's Customer Service Department, which can include:

• Oversee the day-to-day activities as it relates to Customer Service Representatives interacting with the Utility's customers, whether that be over the phone, in person, or via email
• Lead, train, and motivate a team of customer service representatives within KPI Standards
• Develop strategies and recommendations to enhance reliability, efficiency, and overall customer service
• Supervises, directs, assists, plans, organizes, assigns, and coordinates the work of the assigned customer service team.
• Ensures staff levels are consistent with the workload
• Continually monitoring various reports generated from management and/or the CIS vendor to ensure various Key Performance Indicators (KPIs) are being met and taking corrective action to address any deviations
• Analyze, investigate, and respond to a wide range of issues and concerns, including the handling of complex and sensitive customer complaints while ensuring disputes are resolved appropriately. Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolutions
• Conduct quality checks and audits on customer interactions
• Oversee the coordination of activities related to the Customer Service field team in meeting the KPIs, and client and customer expectations as outlined in the Contractual Obligations
• Identify and implement corrective action where necessary in completing the various Customer Service and Field Service tasks as assigned
• Meet the various KPI goals as outlined in the General Terms of the Contract and within the KPI Standards set forth for USWSC by the Client, such as:
  • Service Order Completion
  • Phone Contacts/time frames related to customer calls
  • Customer Service Complaints
  • Reports
  • Aged Accounts
  • Other KPIs as assigned
• Uphold all USWSC policies and procedures
• Ensure steps are taken to create a good working relationship between assigned clients and vendors.
• Provides required interaction and support between other customer service offices within USWSC
• All other duties as assigned.

The Supervisor demonstrates good knowledge of the scope and purpose of the services of assigned Utility systems and of the interrelations of the various units of the department and can interpret ordinances relating to public utilities. This employee demonstrates proven ability to converse with the public on difficult problems, referring only the most controversial matters to the C/S Manager. Work is performed under the general supervision of the CS Manager.

EXAMPLES OF WORK :

• Conducts business with the public orally and by correspondence, answering questions requiring judgment, knowledge, and interpretation of the ordinances and County policy;
• Determines amounts and collects utility connection fees;
• Schedules and assigns work to subordinate employees and reviews their work for accuracy and completeness;
• Supervises front counter and customer service call rooms
• Keeps records and compiles reports pertaining to all phases of work performed;
• Supervises preparation and collection of utility bills;
• Maintains liaison with the Department of Finance in all matters concerning utility billing;
• Performs related work as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: Considerable knowledge of business management and customer service functions; considerable knowledge of accounting and record-keeping; good knowledge of data processing applications and methods; considerable knowledge of field management and operations, ability to prepare clear and comprehensive narrative and statistical reports; ability to plan and supervise the work of large and diverse groups of employees effectively; administrative ability and skill in maintaining effective public relations; good judgment; tact and courtesy.

MINIMUM EDUCATION AND EXPERIENCE: Possession of a bachelor's degree in accounting, business administration or a related field, and three (3) years of progressively responsible accounting customer service and field service experience, including at least one (1) year in a supervisory capacity; OR any equivalent combination of experience and training which provides the required knowledge, skills and ability to perform the requirements of the position.

Compensation and Benefits: Pay is commensurate with experience and market reflective. US Water/USW Utility Group offers a comprehensive benefits package including medical, dental, vision, life insurance, short/long-term disability, paid time off, holiday pay, and 401(k) with company match.

US Water/USW Utility Group offers competitive wages and benefits and is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.