What are the responsibilities and job description for the Field Customer Service Supervisor position at US Water Services Corporation?
U.S. Water Services Corporation is a well-established and diverse water and wastewater utility organization specializing in utility maintenance, operations, engineering and construction services. U.S. Water is a fast paced and rapidly expanding company headquartered in New Port Richey, Florida with a staff of 750-plus employees in twenty states and we have been in business for over twenty years!
If you are looking for a stable career in a recession-proof industry ~ come join our team!
We are a Drug Free Workplace. Please note, we do business with the Federal Government and follow Federal rules which do not recognize state legalization of marijuana use.
Interview Process:
- Phone screen and in-person interviews
- Offers contingent on criminal background, MVR and drug screen
Benefits:
- Medical, Dental, and Vision - company pays portion of all plan levels, coverage effective the 1st of the month after 30 days of full-time employment
- 401K with company match
- HRA - company funded per year per employee
- Long-term & short-term disability insurance paid by company
- Basic life insurance paid by company
- Paid time off
- 6 paid holidays and 1 floating holiday
GENERAL STATEMENT OF DUTIES: Under general supervision, supervises and coordinates the daily statewide operation and completion of service orders and scheduled meter reading routes. Must travel to all areas each month for inspections, meetings, ride along's, onsite training.
Must have a proficient understanding of proper meter configuration, installation, repairs, number of dials, multipliers, and billing test circles and all components of how field services directly affect customer service and billing. This position is also responsible for performing and/or direct routine meter service area maintenance activities including but not limited to skilled pipe work, testing, installations, repairs, and other related duties as assigned.
The Field Customer Service Supervisor must demonstrate good knowledge of the scope and purpose of the services of assigned Utility systems and of the interrelations of the various units of the department and is able to interpret ordinances relating to public utilities. This employee must demonstrate proven ability to converse with the public on difficult problems, referring only the most controversial matters to the Customer Service Manager. Work is performed under the general supervision of the Customer Service Manager.
EXAMPLES OF WORK (illustrative only): This position is responsible for the Utility's Field Services area within the Customer Service Department which may include:
- Overseeing the day-to-day activities as it relates to service technicians and meter readers.
- Interacting with the utility customers by phone, in person, or any form of written correspondence.
- Ensuring that the staffing levels are consistent with the workload and scheduling of customer needs; maintenance (preventive/corrective) related service orders and delinquent turn off's and turn on's.
- Perform meter read upload/download and run meter reading system related reports.
- Review and monitor daily meter reading and service orders address inconsistencies.
- Ensure all field service technicians are following vehicle policies and procedures.
- Oversee the coordination of activities as it relates to the Maintenance Department
- Identify and implement corrective action where necessary.
- Train, develop and coach direct reports.
- Meet the various KPIs goals as outlined in the General Terms of the Contract and within the KPI Standards set forth for USWSC by the contracted utility such as:
- Enforce all USWSC policies and procedures.
- Ensure steps are taken to create a good working relationship with the contract manager and/or contract holder and OPUS in completing the tasks assigned to this position.
- Perform employee evaluations.
- Perform corrective measures to improve employee shortfalls.
- Recommend disciplinary action.
- All other duties assigned.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Backflow experience highly preferred
- Knowledge of proper meter meter service repair, maintenance (preventive and corrective), and installation
- Knowledge of meter configuration and application
- Knowledge of meter reading systems, software, and mobile devices
- Knowledge of basic Cross Connection Control regulations
- Knowledge of trenching and shoring
- Knowledge of occupational hazards and corresponding safety precautions
- Knowledge of tools, equipment, or machinery necessary for proper operations on the utility system
- Knowledge of basic meter service preventive maintenance
- Skill in basic geographical mapping
- Skill in following oral and written communication
- Skill in identifying unsafe conditions and taking corrective actions
- Skill in conflict resolution
- Ability to Troubleshoot and problem solve
- Ability to read and locate meters
- Ability to determine service type requirements and notify utility billing of changes to premise that may affect billing
- Ability to use personal or handheld computer devices
- Ability to determine and employ proper maintenance of traffic conditions
- Ability to read basic engineering drawings or blueprints as it relates to water service
- Ability to effectively communicate with customers
- Ability to resolve conflict
Considerable knowledge of business management and customer service functions; considerable knowledge of accounting and record keeping; good knowledge of data processing applications and methods; ability to prepare clear and comprehensive narrative and statistical reports; ability to plan and supervise the work or large and diverse groups of employees; administrative ability and skill in maintaining effective public relations; good judgment; tact and courtesy.
MINIMUM EDUCATION AND EXPERIENCE: High School diploma or state recognized equivalent. Three (3) years of progressively responsible utility experience, including at least one (1) year in a supervisory capacity; OR any equivalent combination of experience and training which provides the required knowledge.
COMPENSATION: Pay is commensurate with experience and market reflective.
US Water/USW Utility Group offers competitive wages and benefits and is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected
