Customer Service Supervisor

Contra Costa Water District•Concord, CA

7d•Onsite

About The Position

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. CCWD 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. This role offers the opportunity to lead a high-impact team, 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, and 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. The role also supports continuous improvement initiatives using data analysis to enhance customer service, billing, and collections processes, administers customer information and billing systems to ensure accurate, efficient service delivery, and participates in budget and strategic planning, monitoring expenditures and identifying future resource needs.

Requirements

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.
Five (5) years of increasingly responsible experience in customer service, including two (2) years of lead or supervisory experience.
Possession of a valid California driver's license to be maintained throughout employment.

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.