CURRENT SAWS EMPLOYESS ONLY - Supervisor - Customer Service
San Antonio Water System•San Antonio, TX
•Hybrid
About The Position
The Supervisor - Customer Service is responsible for supervising activities of various areas of the internal division of the Customer Service Department to include Billing, Key Accounts, Call Center, Revenue Collection, Customer Centers and Meter Data Review. This role works under limited supervision and supervises 5-50 employees. The Call Center Specialty administers Call Center operations to meet customer needs in a timely and courteous manner and supervises Call Center day-to-day activities to ensure quality customer service.
Requirements
- Associate’s Degree in Business Administration from an institution accredited by a recognized accrediting agency.
- Proficient in the use of computerized customer service system and word processing, spreadsheets, and database software.
- Five years’ experience in billing, collection, project development, call center operations, meter data management, account review or administering online programs; including two years’ providing functional guidance and training to customer service staff.
- Valid Class "C" Texas Driver's License.
Nice To Haves
- Bachelor’s Degree in Business Administration or related field from an institution accredited by a recognized accrediting agency.
- Bilingual in English/Spanish.
Responsibilities
- Supervises, selects, develops, trains, and evaluates personnel.
- Monitors customer service activities to ensure quality standards are met.
- Communicates, implements, and interprets customer service policies and procedures.
- Analyzes, investigates, and recommends responses to escalated customer issues to ensure customer satisfaction.
- Applies principles of billing procedures and policies for water and sewer service.
- Applies generally accepted business management principles and practices.
- Develops measures to analyze and improve overall efficiency.
- Schedules personnel to provide adequate staffing levels.
- Plans, coordinates and executes projects.
- Provides recommendations concerning forecasting, allocating and monitoring financial and physical resources.
- Establishes and maintains effective working relationships and public relations.
- Administers Call Center operations to meet customer needs in a timely and courteous manner.
- Supervises Call Center day-to-day activities to ensure quality customer service.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
