Overview As Field Customer Service Supervisor, you guide meter-to-cash processes and drive service quality across Customer Service Areas. You shape and monitor performance through data-driven improvements, audits, and regulatory compliance. You lead a field-focused team to optimize meter reading, field service, and collections activities, ensuring timely, accurate customer service. This role offers impact by aligning operations with company goals, enhancing revenue assurance, and elevating customer satisfaction.
Compensation / Benefits- medical, dental, and vision plans with 85% of premium paid by company
- paid vacation and sick time
- twelve Company paid holidays per year
- 401(k) retirement plan
- Defined Contribution Profit Sharing retirement plan
- life, AD&D, and LTD insurance; health savings account and flexible spending plans
Responsibilities- Identify and drive process enhancements across the organization
- Analyze business processes and evaluate new solutions to replace outdated ones
- Supervise Field Customer Service Specialists and CSC Associates in meter reading and field service activities
- Track and analyze field performance, providing feedback and continuous improvement actions
- Assess training needs and deliver field customer service training
- Collaborate with QA and CSAs to review reports and implement improvements
- Set and communicate performance measures, and realign as needed
- Advise on CSA activities to ensure consistency across all CSAs
- Recommend business or technology improvements for consistency
- Ensure regulatory and company policy compliance and handle customer concerns
- Interact with management, staff, customers, and regulators
- Develop and maintain an employee relations plan; supervise staff performance
- Participate in capital budgeting, rate cases, and long-term planning
- Perform other duties as assigned
Key requirements- Ten years of progressive water industry experience
- Five years of advanced field customer service experience
- Water supply and distribution experience preferred
- Water system operations knowledge highly desirable
- Ability to manage complex projects
- Strong writing skills
- Proficiency with basic PC applications
- Valid California driver's license
- ethical conduct and integrity
- polite, courteous, and cooperative communication
- project management and change management
- data analysis
- meter reading and field service coordination
- regulatory compliance understanding
