Field Customer Service Supervisor

ESSENTIAL FUNCTIONS PRINCIPAL DUTIES and RESPONSIBILITIES

• Strategic planning in developing and implementing a strategy to provide the highest level of satisfaction to customers and direct supervision of Field Customer Service Representatives.
• Oversees contractors/consultants associated with pilot programs and full implementation of strategic projects such as AMI and field operating systems.
• Implements operational goals objectives and programs either personally or with direction from management.
• Works directly with peers in other departments to ensure seamless collaboration.
• Implement a comprehensive staffing plan that ensures promptness of service.
• Implements a comprehensive training program and develops and maintains SOPs to optimize staff effectiveness and assists in the selection of personnel.
• Works with assigned staff to troubleshoot IT-related issues before escalating to IT staff.
• Recommends evaluates and tracks field staff performance to determine continued improvements in customer service.
• Reviews and provide guidance on employee grievances disciplinary action for Union staff and direct reports.
• Determines and communicates subordinates standards of work performance.
• Maintains and ensures accurate records of all work performed for performance measurement.
• Prepares written reports and analysis as required and assists in budget evaluation and review.
• General knowledge of SJWs service area and water system and how it works.
• Ability to utilize Telog pressure recording devices determine what is occurring and communicate to the consumers and internal SJW departments.

REQUIRED KNOWLEDGE SKILLS and ABILITIES

• Knowledge of principles and practices of effective management and supervision including short- and long-term planning project planning and monitoring scheduling training and performance evaluation.
• Commonly accepted practices and procedures of meeting and dealing with the public and handling customer complaints where relations may be strained. This may be due to escalation from visits from field employees.
• Ability to keep clear concise and accurate records.
• Ability to analyze costs and develop and implement improved work procedures.
• Establish and maintain effective working relationships with those contacted in the course of the work whether that is the public coworkers or employees from other utilities.
• Effectively handle difficult employee relations personnel matters and customer complaints.
• Plan assign prioritize direct train coordinate and evaluate the work of a staff.
• Analyze data draw sound conclusions use independent judgment make recommendations and develop and implement effective solutions.
• Utilize a personal computer and current applications of word processing or spreadsheet software programs.
• Excellent written and oral communication skills.

MINIMUM QUALIFICATIONS

• Experience in directing the work of subordinate employees engaged in customer service activities.
• At least three years of progressively responsible supervisors experience is desired.
• Preferred AWWA Grade 1 Distribution and/or Treatment certification.
• Must possess a valid California drivers license and have a satisfactory driving record.

PHYSICAL REQUIREMENTS

• Ability to work in all elements in support of field staff.