Water Customer Service Supervisor – Call Center
About The Position
The Water Customer Service Supervisor provides day-to-day leadership and oversight to Customer Service Specialists and handles escalated and complex customer issues. The supervisor assigns and prioritizes work, ensures adequate staffing coverage and resources, trains and evaluates employees, monitors performance and quality, and provides guidance on complex operational issues. The role also serves as a liaison between employees and management. The supervisor assists staff and customers with disputes concerning payments, fees, and penalties; responds to escalated issues by phone, in person, email, or mail; and coordinates with other departments and outside agencies to research and resolve problems. The position oversees unit records, documentation, filing systems, and statistical and operational reports in accordance with established procedures, schedules, and regulatory reporting requirements. Other related duties may be assigned.
Requirements
- High school diploma or GED.
- Five years of experience in customer service, cashiering, and/or processing transactions.
- Two years of experience as a lead in the assigned field.
- Must be bondable, depending on work location.
Responsibilities
- Supervise, direct, and evaluate assigned staff, including scheduling work, reviewing timesheets, addressing employee concerns, assisting with performance appraisals, directing work, and training staff.
- Conduct training for new employees and perform quality assurance and quality control reviews of staff work and customer interactions.
- Organize, prioritize, and assign work; ensure staff have necessary resources; monitor work in progress and inspect completed work; provide technical guidance on complex situations; and report progress and activities to management.
- Assist staff and customers in resolving disputes or conflicts involving payments, fees, and penalties.
- Respond to escalated customer issues by phone, in person, email, or mail, and coordinate with other departments and outside agencies to research and resolve problems.
- Prepare, maintain, or monitor complex unit records and documentation; oversee filing systems and audit trails; and perform related administrative support duties.
- Prepare, maintain, and generate statistical reports and operational documentation according to established procedures, schedules, and regulatory reporting requirements.
- Handle escalated customer issues and concerns using active listening and conflict resolution skills.
- Perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
