Customer Service Supervisor - Full-Time

City of Stephenville•Stephenville, TX

About The Position

Under the general direction of the Water/Wastewater Superintendent, the Customer Service Supervisor plans, organizes, directs, and supervises the operations, programs, and personnel of the Customer Service Department. The position exercises considerable independent judgment in coordinating departmental activities, overseeing assigned water and wastewater facilities, and ensuring efficient and responsive customer service operations. The role is responsible for water meter customer service activities, including meter installation, reading, repair, testing, and responding to customer concerns. The supervisor oversees a small group of employees, assigns and follows up on work, maintains time records, schedules employee leave, and helps develop departmental plans and implement policies and procedures. The position also prepares records and reports, requisitions supplies and equipment, inspects subordinate work and assigned equipment, operates a City vehicle, enforces applicable City ordinances and safety practices, and responds to complaints from citizens and elected officials. Related work is performed as required.

Requirements

High school diploma or GED equivalent.
At least five years of experience with water meter operation and maintenance, customer service, maintenance repair, and operation of water meters and sewer taps, including supervisory experience.
Valid Texas driver’s license, at least a Class B CDL, and a satisfactory driving record that is maintained.
At least a C Ground Water Operator certification and a Class II Wastewater Collection certification.
Knowledge of water meter operations, customer service practices, city geography and street locations, and municipal government operations and activities.
Knowledge of organization, administration, personnel management, supervision, training, performance evaluation, and applicable federal, state, and local laws, codes, and regulations.
Ability to establish and maintain effective working relationships with supervisors, employees, and the public.
Ability to plan and supervise a small staff performing skilled, semi-skilled, and unskilled work; understand and follow complex oral and written instructions; and communicate effectively orally and in writing.
Ability to plan and implement a comprehensive maintenance and repair program and supervise employees.
Ability to handle regular public contact, including occasional conflict requiring considerable tact and judgment.
Ability to analyze problems, identify alternatives, project consequences, implement recommendations, and gain cooperation through discussion and persuasion.
Ability to walk and stand for extended periods, bend, stoop, squat, kneel, crouch, twist, reach, and work in confined or awkward positions.
Ability to lift and carry tools, equipment, meter boxes, lids, meters, and related materials weighing up to 50 pounds.

Responsibilities

Oversee water meter customer service activities, including meter installation, reading, repair, and testing.
Handle customer complaints regarding meter readings and other meter problems; reread meters and turn water service on or off as required.
Prepare and maintain necessary records and reports.
Inspect assigned equipment for proper operation and inspect other equipment as required.
Supervise and occasionally participate in the work of a small group of employees; assign duties and follow up on their completion.
Maintain employee time records and schedule holidays and vacation time for directly supervised employees.
Consult with the Utilities Director and/or Water/Wastewater Superintendent to implement new or revised policies and procedures.
Prepare long-range departmental plans in cooperation with the Water/Wastewater Superintendent.
Requisition necessary equipment, supplies, and materials.
Operate a City vehicle and follow and enforce City ordinances as needed.
Respond to complaints from citizens and elected officials.
Ensure safety rules, regulations, and practices are observed.
Perform related work as required.