Customer Service Supervisor 2 (Water and Sewer)

Minimum Qualifications

High school diploma or GED. Six years of experience performing a customer service function in a water and sewer, natural gas, telephone, electricity, cable, geothermal or other utility to include experience in a call center environment or performing customer account management functions requiring public contact. Supervisory experience preferred

Recruitment Notes

This position will be responsible for managing a team of Customer Service Representatives and ensuring exceptional customer service to more than 470,000 retail Water and Sewer customers. This position will oversee the Customer Care Section and/or an Account Management Services Section responsible for handling a variety of water and sewer service requests.

This position will be tasked with resolving complex customer escalations related to requests for water service and billing inquiries. The incumbent in this position will be responsible for assisting subordinates with customer accounts, including historical payment habits, premise types, and other related factors. Responsibilities include making payment arrangements decisions, authorizing accounts rebilling due to errors or changes in service agreements, determining eligibility for services and approving billing adjustments. This position will be tasked with providing guidance on the investigation of residential and commercial customers to assess extenuating circumstances for service interruption, preparing correspondence of investigative findings and results, interpreting and explaining departmental rules and regulations to customers and staff, determining if water service being provided coincides with established policies and procedures, reviewing tampering cases and approving relative evidence to be included in administrative hearings.

The incumbent in this position will be responsible for reviewing and approving billing adjustments between $2,501 and $7,500 for proper handling and eligibility in compliance with departmental rules and regulations. Responsibilities include maintaining accurate records, including productivity reports, and preparing correspondence. This position will be tasked with directing, training, coaching, and mentoring subordinates. The incumbent in this position will be responsible for applying rules for service agreements, billing procedures, WASD rate and fee structure, severance process, floating meter, customer eligibility, multi-unit structures, water metering, service points, and plumbing principles. In addition, the incumbent in this position will be responsible for engaging in self-development through internal training and study of the Departments Customer Care and Billing system, rate structure, and regulations.

This role requires strong leadership, excellent communication skills, and a thorough understanding of customer service and billing systems.