What are the responsibilities and job description for the Customer Service Supervisor position at Orange Water And Sewer Authority (NC)?
Join our Team and make a difference! Orange Water and Sewer Authority (OWASA) strives to be our community’s trusted partner for clean water and environmental protection. Through teamwork and partnership, we work together to deliver valuable water and sewer services that are essential to our community. Our Customer Service and Billing Team plays a very important role in ensuring that all our customers receive and understand the value of our services.
OWASA is seeking a Customer Service Supervisor to provide our Customer Service and Billing Team with resources to deliver excellent customer service, leadership, and coaching. The ideal candidate should have the desire to understand customer needs and the ability to provide guidance on improving the customer experience.
Duties include:
- Lead, coach and mentor 2-3 Customer Service Representatives.
- Create and deliver training programs to develop the skills of customer service representatives; monitor performance and give feedback to customer service representatives; design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery.
- Monitor and measure key performance indicators related to customer service and satisfaction; Establish mechanisms to collect customer feedback; Monitor and analyze customer feedback; Develop strategies to respond to customer feedback.
- Interact and assist customers; process payments; work with staff to meet customer service requests; resolve customer complaints; set-up service connections and disconnections including disconnections due to non-payment; research payment transactions; process billing adjustments and re-bills; help customers set-up bank drafts; calculate and process leak adjustments; process customer credit checks; collect security deposits from customers; process property management agreements; set-up extensions of payments for customers.
- Serve as the first point of customer issue escalation.
- Oversee customer calls and interactions; investigate technology that will directly help customers and help staff better assist customers.
- As a member of the leadership team, participate in organizational leadership training and development.
Position Requirements:
- Associate degree in Business Administration or related field of study and four years of customer service experience to include at least one year in a supervisory role, or an equivalent combination of education and experience.
- Within one year of hire, earn Certified Client Service Specialist designation and maintain continuing education requirements (with support from OWASA).
- Positive attitude, a high level of attention to detail, and the desire to be part of an amazing team.
Team members are our most important resource. Pay and Benefits include:
- Salary range is $64,067 - $96,100
- Membership in the NC Local Government Employee Retirement System (pension plan)
- 5% Employer 457 plan contribution
- Retirement health savings account
- Employer paid Health, Dental, Vision, Life insurance, Long-term Disability
- 12 Paid Holidays
- Ability to telework up to two days per week after six months of successful employment
- Vacation, Sick, Personal, Bereavement, and Parental Leave
- Educational Reimbursement
- Bonus Pay for Additional Certifications and/or Education
- Ability to transfer unused sick leave from previous NC Local Government or State agency employer?
Salary : $64,067 - $96,100
