Field Customer Service Superintendent (43.25)

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 Superintendent monitors and administers the functions of Customer Service Area (CSA) customer service activities including but not limited to, billing and collections, mobile field service dispatching, timely completion of field activities, accurate and timely reading of water meters, and large meter testing across all CSAs.
 

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Supervises CSA related activities involving meter reading exceptions, field service requests/investigations, severance and follow-up activities
• Monitors adherence to meter reading schedules and field service dispatch and completion priorities
• Monitors meter reading route times and rerouting of customer accounts to maintain compliance with established company standards and efficiency improvements
• Works with the CSC’s Quality Assurance Team and the CSAs to review and analyze system generated reports on meter reading problems, route status and field activity completions and implements solutions/improvements
• Identifies new hire and refresher training needs for CSA assigned staff and coordinates training delivery
• 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 resolves concerns and complaints
• Communicates with local government officials, 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
• Performs 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 customer service, water supply, and distribution activities
• Five years prior water supply and distribution leadership experience preferred
• SWRCB (formerly CA DPH) Water Distribution D2 Certification highly desirable
• Water system oversight experience 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 SUPERINTENDENT
• Displays high standards of ethical conduct; exhibits honesty and integrity
• Possesses a good understanding of the current maintenance practices and methods associated with the typical mechanical and electrical equipment used in the water utility industry
• Works and communicates with internal and external clients, contractors, vendors and customers to meet their needs in a polite, courteous, and cooperative manner
• Demonstrates ability to manage projects and business process changes
• Applies analytical and critical thinking
• Committed to quality service
• Aligns behavior with the needs, priorities and goals of the organization
• Encourages and facilitates cooperation, pride, trust, and group identity
• Fosters commitment and team spirit
• Expresses information to individuals or groups effectively, taking into account the audience and nature of the information
• Listens to others and responds appropriately
• Ability to understand oral and written instructions
 

May include but 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.