What are the responsibilities and job description for the Supervising Customer Representative position at Sacramento Municipal Utility District?
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Title : Supervising Customer Representative
Department : Contact Center Operations
Location :
Sacramento, CA, US, 95817-1899
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Category : Customer Service
Minimum Pay Rate : $86,819.20
Maximum Pay Rate : $115,044.80
Civil Service Status : Non-Civil Service
Apply by Date : 01 / 15 / 2025
Posting Type : Open
This position intends to fill an 18 month limited term position.
The intent of this job posting is to fill one (1) limited-term position and establish an eligibility list which may be used to fill current and future, permanent and limited-term, vacancies for up to two (2) years.
SMUD's Contact Center is looking to fill one (1) limited-term Supervising Customer Representative position to lead, mentor and inspire our awesome employees. The Supervising Customer Representative role plays a vital role in maintaining operational excellence, delivering on our customer experience principles and supporting our culture of inclusion and diversity. Successful candidates will have a strong commitment to safety, employee engagement, and a "never give up" attitude when it comes to achieving goals and supporting our customers. Passionate, collaborative, and confident communicators are encouraged to apply!
The Supervising Customer Representative will support and lead Contact Center teams while overseeing the work of our talented CSRs ready to receive inbound customer calls. This is a hybrid position where the selected candidate will generally work 3 days in office and 2 days remotely.The selected candidate should be available to work a shift that falls between the hours of 6 : 55am to 7 : 15pm Monday through Friday, with occasional after-hours support for storm outages and emergencies.
See "Cover Letter Requirement" section below. Failure to respond to the questions may preclude you from moving forward in this process.
Cover Letter Requirement
Please respond to the following question in your cover letter. Failure to respond may preclude you from moving forward in this process. Please do not indicate "refer to resume" as a response to the questions as it will be viewed as incomplete.
- Please describe your leadership experience and your approach to drive towards positive results.
Purpose
Supervises the maintenance of customer records as pertaining to move orders, bill inquiries and collections; ensures work quality and adherence to established policies and procedures; and performs the more technical and complex tasks relative to assigned area of responsibility.
Nature and Scope
Plans, coordinates, prioritizes, monitors and reviews the work results in assigned area; assists in selecting, training, motivating, evaluating and developing subordinate personnel and ensures safe work practices, work quality and accuracy, sufficient workforce resources, as well as compliance with applicable rules, policies, regulations and procedures.
Duties and Responsibilities
Required Education
Required Experience Qualifications
At least eight (8) years progressively responsible customer service experience including resolution of difficult and complex problems with disgruntled or potentially violent customers.
Knowledge Of
Operations and services of SMUD customer care center; pertinent SMUD rates, rules and regulations; automatic call distribution systems and lVRs; call center management techniques; customer services policies and procedures; methods and techniques of public relations; principles of supervision, training, and performance evaluation; principles and procedures of record keeping; principles of business letter writing and basic report preparation; office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases; English usage, spelling, grammar, and punctuation.
Skills To
Coordinate and direct assigned customer care programs; supervise, organize, and review the work of assigned staff involved in performing a variety of customer service functions; select, train, and evaluate staff; understand, interpret, and apply general and specific administrative and departmental policies and procedures as well as applicable federal, state, and local policies, laws, and regulations; respond with courtesy and skill under extreme pressure resolving difficult and complex problems with disgruntled or violent customers; listen to customers and subordinates, extracting information pertinent to the problem at hand, evaluate the individual circumstances and make judgments based on these evaluations; plan and organize work to meet changing priorities and deadlines; operate office equipment including computers and supporting word processing, spreadsheet, and database applications; compile information from computer printouts to prepare monthly division statistics; communicate effectively orally and in writing; establish and maintain effective working relationships internally / externally.
Desirable Qualifications
Physical Requirements
Applicants must be able to perform the essential job functions with or without a reasonable accommodation.
Sacramento Municipal Utility District (SMUD) - Who We Are
As the nation's sixth-largest community-owned electric service provider, we're proud of our reputation as one of the best places to work in Sacramento. Our employees tell us in our engagement surveys they're "Happy, satisfied and engaged" which helps create a workplace that best serves our customers.Sacramento was named as the 2nd happiest place to work in America by Forbes Magazine. Lake Tahoe, San Francisco and the world-renowned Napa Valley are within easy driving distance of our locations.
Our Commitment to Diversity & Inclusion
SMUD celebrates diversity, and inspires an inclusive culture based on trust and respect to create belonging and connection among our employees, customers, and communities. By working together, we are powering positive, equitable opportunities for all. We aspire to be a workplace where you can be yourself, achieve your best, and thrive together.
An example of our commitment to Diversity, Equity, Inclusion, and Belonging is when SMUD signed the California Equal Pay Pledge in 2020. This requires equal pay for employees who perform "substantially similar work," when viewed as a composite of skill, effort, and responsibility at the time those employees started within that classification. As such, initial hiring salary range is not subject to negotiation and salaries will vary over time based on performance.
SMUD is proud to be an equal opportunity employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business needs and interests.
Why Sacramento, California?
The capitol of California, Sacramento is the state's sixth-largest city, and the 35th largest in the U.S. Local universities include California State University, University of the Pacific's McGeorge School of Law, and the University of California, Davis and several competitive community colleges. The UC Davis Medical Center, a world-renowned research hospital, is one of more than a dozen hospitals and shared services centers in the Sacramento region. Part of the agriculturally-rich Central Valley, Sacramento is at the forefront of the farm-to-fork food movement. Northern California is home to some of the country's top technology companies, including Google and LinkedIn, and a multitude of startups in many industries. Sacramento is home to the NBA Kings, the River Cats (AAA baseball), the Republic FC (soccer) and the San Francisco Giants, NBA Warriors and NFL 49er's aren't far away. Sacramento offers an affluent liberal arts community with Broadway, Mondavi Center, Crocker Museum and summer musical theater to name a few.
Hybrid Work
This position may be eligible for SMUD's hybrid (oce / home) work employee benet, the schedule of which will be determined by the successful candidate and the Hiring Manager. SMUD takes pride in powering the Sacramento region community where we live and work. We value the strong working relationships we develop with our colleagues. Our approach to hybrid work will continue to evolve. Please be aware that should SMUD's business needs change, emergencies occur, or various other reasons arise, you may be required to report onsite on a part-time or full-time basis.
SMUD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SMUD complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
SMUD expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SMUD employees to perform their expected job duties is absolutely not tolerated.
Req ID : 1868
Apply now
Salary : $86,819 - $115,045
