| Location | Marietta, GA |
| Salary | $49,335.53–$64,136.19 Per Year |
Water Customer Service Supervisor - Call Center
Salary
$49,335.53 - $64,136.19 Annually
Location
Water Department Marietta, GA
Job Type
Full-Time
Job Number
05229
Department
Water
Opening Date
10/23/2026
Closing Date
Continuous
Grade Code
108
Position Information
The purpose of this classification is to supervise a team of Customer Service Specialists and to handle escalated and the most complex customer issues.
Water Customer Service Supervisors provide critical day-to-day leadership and oversight of Customer Service Specialists, including assigning and prioritizing work, ensuring adequate staffing coverage, training and evaluating employees, monitoring performance and quality, and providing guidance on complex operational issues. These positions serve as key liaisons between employees and management and ensure staff have the direction and resources necessary to maintain effective customer service operations.
Essential Functions
Supervises, directs, and evaluates assigned staff: develops and oversees employee work schedules to ensure adequate coverage and control; compiles and reviews timesheets; processes employee concerns and problems and counsels or disciplines as appropriate; assists with or completes employee performance appraisals; directs work; acts as a liaison between employees and management; and trains staff in operations, policies, and procedures.
Conducts training classes for new employees; performs QA/QC reviews of staffs work and interactions with customers to ensure employees are following policies and procedures.
Organizes, prioritizes, and assigns work; prioritizes and schedules work activities in order to meet objectives; ensure that subordinates have the proper resources needed to complete the assigned work; monitors status of work in progress and inspects completed work; consults with assigned staff to assist with complex/problem situations and provide technical expertise; and provides progress and activity reports to management.
Assists staff or customers in resolving disputes or conflicts concerning payments, fees, and penalties: responds to escalated customer issues by phone, in person, email, or mail; and interacts with staff from other departments and outside agencies to conduct research, exchange information, respond to inquiries, and resolve problems.
Prepares and maintains and/or monitors complex unit records and documentation for adherence and processing according to prescribed standards, e.g., payments of utility service, fines, fees, delinquencies, or other unit specific payments: supervises maintenance of complex filing systems for efficient retrieval and comprehensive audit trail; and performs administrative support duties in maintaining complex records documentation.
Prepares, maintains and generates variety of statistical reports and documentation associated with department/division operations, per established procedures and according to prescribed schedules and regulatory reporting requirements, e.g., daily, weekly, monthly, quarterly, annual.
Handles escalated customer issues and concerns, requiring active listening and conflict resolution skills.
Performs other related duties as assigned.
Minimum Qualifications
High School Diploma or GED required; supplemented by five years of experience in customer service, cashiering, and/or processing transactions, with two years of experience as a lead in assigned field.
Licenses and Certifications
Must be bondable (depending upon work location).
Physical Abilities
Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds)Some tasks require the ability to hear and communicate orally.
Sensory Requirements
Some tasks require the ability to hear and communicate orally.
Environmental Factors
Performance of essential functions may require exposure to adverse environmental conditions, such as irate customers.
EEO Statement
Cobb County Government is proud to be an equal opportunity employer. We encourage applications from all qualified individuals, regardless of race, color, national origin, sex, religion, age, disability, or any other legally protected status.
Visit Cobb Countys Employee Benefits page to learn more.
01
I understand that all answers to these supplemental questions must be verifiable in the Educational History and Work History sections of the application. Failure to provide sufficient information in these sections may result in my disqualification from the hiring process.
02
I have read the Minimum Qualifications required for this position and understand I must demonstrate those qualifications on the application in order to be considered for this position. Furthermore, a failure to adequately demonstrate all qualifications may result in my removal from consideration. Lastly, I understand indicating "see resume" on the application, may not be accepted in lieu of a completed application.
03
Are you legally eligible to work in the United States on an unlimited and unrestricted basis?
04
Do you now or in the future need an employer to sponsor you for employment authorization of visa status?
05
Educational Background (copies of any education documents listed on your application will be required upon hire): Mark the highest level of education you have completed.
06
If you have a college degree, what was your major area of study? Enter N/A if this does not apply.
07
How many years of experience do you have in performing the following duties: customer service, cashiering, and/or processing transactions?
08
Please describe your experience in customer service, cashiering, and/or processing transactions. Enter N/A if not applicable. "See resume" will not be accepted.
09
Do you have experience serving as a lead or supervisor in a customer service environment?
10
If yes, please describe your experience in detail to include the following information: How many people you supervised at one time, and your experience with hiring, training, and conducting performance appraisals. Enter N/A if not applicable. "See resume" will not be accepted.
11
How many years of experience do you have working in or supervising a high-volume call center or customer contact center?
12
Please describe your experience using automated customer information or billing systems. Identify the system you have used such as UMAXor similar and describe the types of account research, transactions, account maintenance, billing corrections, or other functions you performed. Enter N/A if this does not apply. "See resume" will not be accepted.
13
How many years of experience do you have handling escalated or complex customer complaints by telephone, email, or in person?
14
Please describe your experience resolving escalated or complex customer issues. Include your experience researching customer accounts, interpreting and explaining policies or procedures, de-escalating difficult situations, communicating decisions, and determining when further escalation is appropriate. Enter N/A if this does not apply. "See resume" will not be accepted.
15
Please describe your supervisory experience. Include the number of employees you directly supervised and your experience with hiring, onboarding, shift scheduling, and general employee-relations responsibilities. Enter N/A if this does not apply. "See resume" will not be accepted.
16
If you receive a conditional offer of employment, you will be required to satisfactorily complete the following requirements: a criminal background, a credit check and provide copies of any education documents listed on your application. Please note that a criminal conviction may not disqualify you from consideration. Are you willing to accept these terms?
Required Question
Employer Cobb County Government
Address 100 Cherokee Street
Suite #200
Marietta, Georgia, 30090
Website http://www.cobbcounty.gov