Field Customer Service Supervisor

Field Customer Service Supervisor (92.26) Location SAN DIMAS, CA (Via Verde) Job Code 92.26 Pay range $97,532 - $165,961 Annually

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.

The Field Customer Service Supervisor monitors and administers the functions of customer service by supporting management on critical mandates and audits, and leading business process and performance improvement initiatives that leverage data analysis to drive impactful outcomes. This position oversees improvement action plans and ensures compliance with customer service quality performance and regulatory standards. This position is able to shape quality strategy, influence major decisions, and make a lasting impact on business performance in Meter-to-Cash operations (includes collecting actual meter consumption data to receiving payment, covering customer setup, metering, meter changes, large meter testing, field activity dispatching and completion, and collections) crucial for revenue assurance, efficiency, and customer satisfaction across all Customer Service Areas (CSA).

• Identifies opportunities for process enhancements across the organization and participates in process improvement initiatives
• Analyzes business processes, identifies alternative solutions to replace outdated processes, and assesses their feasibility
• Supervises a team of Field Customer Service Specialists and CSC Associates supporting CSA related activities involving meter reading exceptions, field service requests/investigations, severance, and follow-up activities
• Tracks and analyzes field customer service performance, providing feedback and facilitating continuous improvements by assessing customer service performance measures, resource and technology requirements, including:
  • Adherence to meter reading schedules and field service dispatch and completion priorities
  • Completion of meter reading routes, rerouting of customer accounts, field customer service-related activities, annual meter change program, and annual large meter test program according to established Company and regulatory performance standards and quality improvements
• Assesses new hire and refresher training needs and delivers field customer service training
• Works with the CSC Quality Assurance (QA) Team and the CSAs to review and analyze system generated reports on meter reading problems, route status completion, field activity completions, and implement solutions/process improvement initiatives
• 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 resolve concerns and complaints
• Communicate with 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
• Perform other duties as assigned

• 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 field customer service
• Water supply and distribution experience preferred
• Water system operations knowledge highly desirable
• Ability to support complex projects
• Must possess demonstrated writing skills
• Familiar with basic PC applications
• Valid California driver’s license

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