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Customer Service Supervisor - (Office Supervisor And Field Supervisor)

Company

Irvine Ranch Water District
Address , Irvine, 92618, Ca
Employment type FULL_TIME
Salary $7,540 - $10,224 a month
Expires 2023-06-18
Posted at 1 year ago
Job Description

The Irvine Ranch Water District is currently accepting applications for two (2) Customer Service Supervisor positions; one assigned to oversee Office duties, while the other will be assigned to oversee Field duties.. The successful candidates will plan, organize, direct, control, and supervise customer service activities relating to rates and billing inquiries, meter reads, turn on/off service, and other water and sewer requests to ensure the efficient and effective operation of the Customer Service department.

Summary of Duties

Plan, prioritize, assign, supervise, review, and participate in the work of staff members responsible for providing excellent customer service to internal and external customers.

Provide coaching, mentorship, and development for performance improvement as necessary and to Customer Service Department employees.

Establish schedules and methods for providing excellent customer service by way of identifying needed resources and allocating accordingly.

Conduct timely formal performance reviews, make recommendations regarding salary adjustments and promotions, recommend, and implement necessary disciplinary action, and participate in the selection and training of new personnel.

Ensure sufficient coverage of the Customer Service Department including telephones, public counter, receptionist, and field technician responsibilities.

Provide guidance for staff regarding customer correspondence ensuring accurate, timely, and appropriate communication in compliance with District policies and procedures.

Respond and resolve escalated customer inquiries and complaints; ensure timely effective and efficient resolution of customer problems and complaints.

Evaluate goals, objectives, and practices, define opportunities, and develop processes to improve the efficiency and effectiveness of the customer service team consistent with IRWD standards, policies, and District Values.

Provide analysis of data and customer trends and other reports as needed.

Conduct regular meetings with staff regarding updates to rates and charges, District policies and department practices and District Values.

Participate and coordinate with internal departments for customer facing initiatives and issues as needed.

Assist the Customer Service Manager with special projects and perform other duties as assigned.

Comply with District work-related safety practices and attend relevant safety training.

If assigned to Office:
Supervise staff and workload to provide excellent customer communication and service ensuring effective and timely responses to phone calls, emails and in person visits.


Supervise and perform functions related to billing questions and issues and approve appropriate adjustments as required.


Monitor inbound and outbound customer communication for accuracy and compliance with Rates, Rules and Regulations and District polices and values.
Supervise the timely completion of start/stop requests, variance applications, leak adjustments and other billing related inquiries.
Supervise IRWD implementation of new and existing regulations, including SB 998 (discontinuation of accounts for non-payment).
Provide office staff with ongoing and regular feedback about call quality, email composition and customer database entries.
Utilize analytical skills to interpret call center statistical data.
Oversee the cashier counter and ensure that cash drawers are balanced daily.

If assigned to Field:
Assign field service orders; including, but not limited to turn on, shut off, meter check, re-reads, zero usage, reconnects and meet with customers as requested. Monitor the workloads and timely completion and effectiveness of the work performed.

Schedule routes and supervise functions for meter reading and manage the electronic transfer of meter reads, reports, and maintenance files.

Develop and maintain field related contractual relationships. Evaluate contractor performance and conduct regular update meetings and feedback on the performed work.

Monitor the installation, reading, transferring, and removing of temporary construction meters. Manage the inspection and reports of misuse or malfunction of meters/fire hydrants.

Supervise field maintenance including replacing meter lids or covers, cleaning dirt or debris from meter boxes, and cutting or trimming of vegetation over meters.

Assign and supervise reading of “IRWD routes”, flow tests meters, and report problems.

Gather and analyze field work data; conduct field work analysis and develop reports as needed.

Provide field staff with ongoing and regular feedback about field activity completion and compliance with work practices and District Values.

Qualifications

Education:
  • Associate degree in business desired.
  • College level coursework in customer/public relations and accounting preferred.
  • High School graduation or equivalent is required. For degrees obtained outside of the U.S., an official equivalency evaluation is required.

Experience:
  • Four (4) years of experience working with a water district, public utility or in a similar call center environment, in which at least one (1) of the years is at a supervisory or lead work level required.

Licenses:

A valid Class ‘C’ California Driver’s License is required.

Field Customer Service Supervisor:
  • Collection System Technologist Certification highly desired.
  • State Water Resource Control Board Water Distribution Grade 1 certification required.

Knowledge of:
  • Principles and practices of modern personnel management. Principles of leadership, supervision, and training. Correct English usage, including spelling, grammar, punctuation, and vocabulary.

Ability to:
  • Exercise tactful judgement and patience in assisting the public, staff and other internal departments.
  • Read and interpret blueprints and building plans for water and sewer service.
  • Follow oral and written directions; communicate clearly and concisely, both orally and in writing. Prepare clear and concise written reports and correspondence.
  • Perform detailed work on multiple concurrent tasks and work with constant interruptions.
  • Perform in a fast-paced, team-oriented, continuously changing, customer service environment.
  • Work independently with minimal supervision.

Additional Information

The physical and mental demands described below are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability and Interpersonal Communication
Ability to communicate effectively with all levels of office/field employees and management. Represent District in a professional manner at all times. Ability to explain, demonstrate and clarify to others within well-established policies, procedures, and standards, as well as the ability to follow specific instructions and respond to simple and difficult requests from others. Demonstrates excellent verbal and written communication skills and ability. Applies logic, reasoning, and critical thinking to solve difficult personnel and customer service problems. Demonstrates strong organizational and time management skills resulting in appropriate prioritization of workload to effectively respond to deadlines.

Mathematical Ability
Ability to add, subtract, multiply, divide and calculate percentages, fractions, and decimals. Ability to convert water equivalents.

Technology Ability
Proficient in the use of MS Office Suite (Word, Excel). Keyboarding abilities sufficient to perform the job. Experience with Oracle Customer Care and Billing System (CC&B) is preferred.

Judgment and Situational Reasoning Ability
Ability to use good judgment in performing influence functions such as supervising, managing, leading, teaching, and directing assigned staff. Ability to use good judgment in decision making with customers.

Physical Requirements
Regularly required to sit, walk, bend, stand and stoop.

Field Customer Service Supervisor: Ability to lift up to 50 lbs. safely.

Environmental Adaptability
Office Customer Service Supervisor: Noise level is equivalent to a typical office environment.

Field Customer Service Supervisor: Ability to work in an environment that may expose employees to toxic or other materials in the field. Exposure to elements of the weather and animals.