Customer Service Supervisor

Customer Service Supervisor

Are you passionate about delivering exceptional customer service, billing support and leading a team to Concord's utility customers? The Concord Municipal Light Plant is seeking a Customer Service Supervisor to manage our in-office Customer Service team here in Concord, MA. In this role, you will ensure our customers receive professional, courteous support and oversee billing, collections, and customer inquiries. You’ll play a key part in developing policies, mentoring staff, and driving process improvements that enhance service quality and operational efficiency.

Starting salary range: $80,433.60 – $96,125.60, based on qualifications.
This is a full-time on-site position, with a complete benefits package. We encourage candidates to explore our health insurance and other benefits that support the well‑being of our employees and their families. Benefits Information.

Applications will continue to be accepted until filled. All applications will be reviewed and the most highly qualified candidates will be invited to one or more interviews and/or other assessments. Applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application.

Appointment of the final candidate will be contingent upon the results of pre‑placement conditions including a drug screening, criminal and credit record checks. Costs for these pre‑placement requirements will be borne by the Town.

The Town of Concord, MA is an EEO Employer. The Town of Concord seeks employees who embody our values of integrity and respect, value service and collaboration, and support innovation and accountability. We are dedicated to fostering a workforce that embraces diverse identities and perspectives, strives for excellence, and upholds responsibility in all we do. A racially, ethnically, and culturally diverse team strengthens our organization, enriches our community, and advances equity and opportunity for all.

* Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.

Interested in learning what it’s like to work on this team? Take a look at “Meet the Manager and About the Work” to learn more!

Department: Concord Municipal Light Plant

Salary Grade: 9

Reports To: Customer Service Manager

FLSA Status: Exempt

Appointed by: Town Manager

Date: November 2025

Under the general direction of the Customer Service Manager, the Customer Service Supervisor manages the Utility Customer Service team to provide the highest quality service to town utility customers. Performs varied and responsible duties requiring a thorough knowledge of departmental operations and the exercise of judgment and initiative in completing tasks, particularly in situations not clearly defined by precedent or established procedures.

Incumbent is called upon to handle a significant amount of details, each varying from the other in substance and content, requiring flexibility in approach to workload.

• Responsible through staff for ensuring that customers and end users receive professional, courteous support regarding all Utility services and products provided.
• Manages billing and collection processes for town utilities in NISC system.
• Investigates and resolves customer complaints and inquiries.
• Responsible for the receipt and processing of customer payments at CMLP.
• Develops, implements, and supports policies and procedures that ensure the quality of the customer support function.
• Train and mentor customer service representatives on system usage, customer interaction best practices, and utility‑specific procedures as required.
• Acts as customer service interface with other departments or divisions.
• Conducts regular outreach and benchmarking with other municipal utilities regarding policies, procedures, and DPU regulation changes and updates.
• Identifies and improves business processes that leverage technology and utility systems; develops protocols and procedures to enhance effectiveness of services provided.
• Investigates and finds solutions to problems that occur within the billing process and re‑billing process when…