Field Customer Service Supervisor

Connecticut Water Service, Inc.•San Jose, CA

23h•$120,000 - $135,000•Onsite

About The Position

Founded in 1866, San Jose Water Company is an investor owned water company headquartered in Silicon Valley. With a service area of 140 square miles, it is one of the largest and most technically sophisticated urban water system in the United States. We serve over 1 million people with high quality, life sustaining water, with an emphasis on exceptional customer service. We are actively seeking talented, driven and highly-productive applicants for the position of Field Customer Service Supervisor to join our dynamic team. We offer a challenging and rewarding work environment along with a competitive salary and an excellent benefits package.

Requirements

Knowledge of principles and practices of effective management and supervision, including short- and long-term planning, project planning and monitoring, scheduling, training, and performance evaluation.
Commonly accepted practices and procedures of meeting and dealing with the public and handling customer complaints where relations may be strained. This may be due to escalation from visits from field employees.
Ability to keep clear, concise and accurate records.
Ability to analyze costs and develop and implement improved work procedures.
Establish and maintain effective working relationships with those contacted in the course of the work whether that is the public, coworkers or employees from other utilities.
Effectively handle difficult employee relations, personnel matters, and customer complaints.
Plan, assign, prioritize, direct, train, coordinate, and evaluate the work of a staff.
Analyze data, draw sound conclusions, use independent judgment, make recommendations and develop and implement effective solutions.
Utilize a personal computer and current applications of word processing or spreadsheet software programs.
Excellent written and oral communication skills.
Experience in directing the work of subordinate employees engaged in customer service activities.
Must possess a valid California driver’s license and have a satisfactory driving record.

Nice To Haves

At least three years of progressively responsible supervisor’s experience is desired.
Preferred AWWA Grade 1 Distribution and/or Treatment certification.

Responsibilities

Strategic planning in developing and implementing a strategy to provide the highest level of satisfaction to customers, and direct supervision of Field Customer Service Representatives.
Oversees contractors/consultants associated with pilot programs and full implementation of strategic projects such as AMI and field operating systems.
Implements operational goals, objectives and programs, either personally or with direction from management.
Works directly with peers in other departments to ensure seamless collaboration.
Implement a comprehensive staffing plan that ensures promptness of service.
Implements a comprehensive training program and develops and maintains SOPs to optimize staff effectiveness and assists in the selection of personnel.
Works with assigned staff to troubleshoot IT-related issues before escalating to IT staff.
Recommends, evaluates, and tracks field staff performance to determine continued improvements in customer service.
Reviews and provide guidance on employee grievances, disciplinary action for Union staff and direct reports.
Determines and communicates subordinates' standards of work performance.
Maintains and ensures accurate records of all work performed for performance measurement.
Prepares written reports and analysis as required and assists in budget evaluation and review.
General knowledge of SJW’s service area and water system and how it works.
Ability to utilize Telog pressure recording devices, determine what is occurring and communicate to the consumers and internal SJW departments.