Field Service Supervisor (Public Utilities)

City of Athens, GA•Athens, GA

39d

About The Position

The purpose of this job is to perform supervisory functions associated with field customer service operations, the coordination of daily field service work orders for initiation of water services for new accounts, and termination and accounts due to customer moves, and high water bill complaints. All Service Orders generated by the Advance Metering Infrastructure (AMI) Systems such as leak detection, tamper detection and no use detection. Monitors the number of delinquent account Service Orders and coordinates the disconnection of delinquent accounts for non-pay or door hanger notices to pay pending disconnection Service Orders. Duties and responsibilities include, but are not limited to: supervising field service operations and after hours on call personnel; responding to customer complaints, problems and requests; supervising assigned staff; and performing additional tasks as assigned.

Requirements

High school diploma or equivalent with two years of customer service and/or computer operations at a supervisory level required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Two years of supervisory experience required.
Must possess a valid driver's license.
Must possess or obtain an appropriate State of Georgia Water Distribution Operator Certification within 24 months of employment.

Responsibilities

Supervises and evaluates assigned Field Service staff, including assigning work, addressing performance issues, coaching, and conducting employee performance appraisals.
Directs daily field operations, including coverage areas, delinquent account coordination, and after-hours staffing.
Schedules and ensures field service personnel are available for emergency and stand-by calls after hours.
Oversees preventive maintenance and inventory for assigned vehicles and equipment.
Leads field staff in completing service orders for initiating new water service, terminating existing service, issuing delinquent door hangers, disconnections, and service reinstatements.
Ensures all service orders are completed accurately, efficiently, and within established timeframes.
Manages the addition of new meters to the utility billing system, ensuring correct assignment to billing cycles and routes.
Provides assistance locating meters and verifying field data as needed.
Reviews route reports, service order logs, and related documentation for completeness and accuracy.
Responds to customer complaints and escalated service issues from field staff.
Conducts on-site inspections and provides explanations of departmental policies, procedures, and billing processes.
Answers telephones, provides information, and directs inquiries to appropriate personnel.
Responds to routine requests for information from employees, officials, and the public.
Serves as liaison to Meter Management for coordination, troubleshooting, and issue resolution.
Reviews AMI alerts (e.g., leak, tamper, and no-use) and ensures follow-up service orders are created and completed.
Verifies switched or crossed meters, collaborates with the AMI Analyst to make corrections in the billing system, and notifies the Operations Coordinator for review and adjustments as needed.
Reviews, processes, and maintains reports, correspondence, and other operational documentation.
Ensures records and data are accurately entered, stored, and forwarded to appropriate departments.
Maintains regular communication with supervisors and administrative staff to coordinate field activities with office operations.
Responds to emergency service calls when on standby rotation.
Performs additional duties as assigned to support overall Water Business Office operations.