Field Customer Service Supervisor (92.26)

Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first.

Position Summary

The Field Customer Service Supervisor monitors and administers the functions of customer service by supporting management on critical mandates and audits, and leading business process and performance improvement initiatives that leverage data analysis to drive impactful outcomes. This position oversees improvement action plans and ensures compliance with customer service quality performance and regulatory standards. This position is able to shape quality strategy, influence major decisions, and make a lasting impact on business performance in Meter-to-Cash operations (includes collecting actual meter consumption data to receiving payment, covering customer setup, metering, meter changes, large meter testing, field activity dispatching and completion, and collections) crucial for revenue assurance, efficiency, and customer satisfaction across all Customer Service Areas (CSA).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Identifies opportunities for process enhancements across the organization and participates in process improvement initiatives
• Analyzes business processes, identifies alternative solutions to replace outdated processes, and assesses their feasibility
• Supervises a team of Field Customer Service Specialists and CSC Associates supporting CSA related activities involving meter reading exceptions, field service requests/investigations, severance, and follow-up activities
• Tracks and analyzes field customer service performance, providing feedback and facilitating continuous improvements by assessing customer service performance measures, resource and technology requirements, including:

o Adherence to meter reading schedules and field service dispatch and completion priorities

o Completion of meter reading routes, rerouting of customer accounts, field customer service-related activities, annual meter change program, and annual large meter test program according to established Company and regulatory performance standards and quality improvements

• Assesses new hire and refresher training needs and delivers field customer service training
• Works with the CSC Quality Assurance (QA) Team and the CSAs to review and analyze system generated reports on meter reading problems, route status completion, field activity completions, and implement solutions/process improvement initiatives
• Identifies and communicates group and individual performance measures and expected performance levels, assesses team/individual performance and realigns performance measures
• Provides input and guidance on CSA customer service activities with a focus on achieving and maintaining consistency in customer service activities across all CSAs
• Makes recommendations for business or technology improvements to promote consistency across all CSAs
• Ensures compliance with regulations and Company policies, changing operating procedures
• Interacts with customers and resolve concerns and complaints
• Communicate with Company management and staff, customers, CPUC, and others
• Develops and maintains an effective employee relations plan; supervises and evaluates the performance of assigned personnel
• Participates in capital budget, rate case, and long-term planning
• Perform other duties as assigned

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent required; Bachelor's Degree preferred
• Ten years of progressive water industry experience, including five years of significant, advanced experience in field customer service
• Water supply and distribution experience preferred
• Water system operations knowledge highly desirable
• Ability to support complex projects
• Must possess demonstrated writing skills
• Familiar with basic PC applications
• Valid California driver's license

QUALITIES OF A SUCCESSFUL FIELD CUSTOMER SERVICE SUPERVISOR

• Display high standards of ethical conduct; exhibits honesty and integrity
• Possess a good understanding of the current maintenance practices and methods associated with the typical mechanical and electrical equipment used in the water utility industry
• Work and communicate with internal and external clients, contractors, vendors and customers to meet their needs in a polite, courteous, and cooperative manner
• Demonstrate ability to manage projects and business process changes
• Apply analytical and critical thinking
• Committed to quality service
• Align behavior with the needs, priorities and goals of the organization
• Encourage and facilitate cooperation, pride, trust, and group identity
• Foster commitment and team spirit
• Express information to individuals or groups effectively, taking into account the audience and nature of the information
• Listen to others and respond appropriately
• Ability to understand oral and written instructions

May include working in all weather conditions, during all hours of the day. Physical demands include but are not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time

BENEFITS

Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow. Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents. We also offer paid vacation and sick time and twelve Company paid holidays per year. To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan. Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans.

COMPENSATION INFORMATION

The compensation range provided is in compliance with state specific laws. Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.

The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.

NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.