Customer Service Supervisor

The Customer Service Supervisor oversees the day-to-day operations of the Customer Service Section of the Water Utility including the billing call center and field operations of the Field Service Analysts. This would include hiring staff, resolving issues, responding to complaints and concerns, troubleshooting computer and phone systems. Please describe how your previous work, education and related experience qualifies you for this position, including how many employees you have supervised and/or was a leadworker for, the type of bills and billing systems you have implemented and/or worked with.

• Supervise the Water Utility's Customer Service staff which includes Billing and Field Service Analyst personnel.
• Responsible for all municipal service charges including water, sewer, stormwater, urban forestry and landfill.
• Coordinate collection problems, bankruptcies, and oversee the annual tax roll process.
• Oversee the City's Advanced Metering Infrastructure (AMI) for metering and/or billing. Provide ongoing management of the AMI/AMR to enhance the customer experience and perform necessary upgrades.
• Work with the Meter Shop Operations Supervisor regarding Meter Shop activities to include office, field and shop operations and personnel. Meet with representatives of various suppliers for the purpose of evaluating products. Recommend new equipment, materials or product substitutions to take advantage of new technologies.
• Member of the Water Utility Senior Leadership Team. Recommend utility policy formulation, implementation and/or modifications to the Water Utility Financial Manager. Perform special projects and analysis and serve on and/or chairs internal committees and/or work groups.
• Facilitate the design, development, and maintenance of computer systems, including contracts and statement of work, for meter reading and data management, billing, service orders, inventory, recordkeeping and customer interactions, including call center operations.
• Evaluate vendors for best systems and costs. Work with City Information Technology to facilitate interaction with other City systems and e-government operations.
• Serve as liaison to the City Treasurer's Office, City Finance Director, Information Technology, and others as required. Communicate with professional organizations, regulatory agencies and the general public. Monitor legislation pertaining to the water industry and respond accordingly. Provide comments or testimony to the State Public Service Commission as necessary.
• Maintain effective employee relations, and perform the full range of supervisory activities, including hiring, disciplining, responding to grievances, and assigning work to subordinate staff.
• Perform related work as required.