Customer Service Supervisor

Customer Service Supervisor

Founded in 1866, San Jose Water Company is an investor owned water company headquartered in Silicon Valley. With a service area of 140 square miles, it is one of the largest and most technically sophisticated urban water system in the United States. We serve over 1 million people with high quality, life sustaining water, with an emphasis on exceptional customer service.

We are actively seeking talented, driven and highly‑productive applicants for the position of Customer Service Supervisor to join our dynamic team. We offer a challenging and rewarding work environment along with a competitive salary and an excellent benefits package.

Under the direction of the Manager of Customer Service, the Customer Service Supervisor supports the department and Customer Service Representatives by ensuring high quality service to customers. This role leads a team handling billing, service requests and complex issues. There is a strong focus on staff training, performance, operational efficiency, and escalations.

• Maintain and develop internal support and call center quality standards.
• Review a subset of support agents' conversations (calls, emails, chat, etc.).
• Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Analyze all customer service metrics and how the support team's performance affects those KPIs.
• Create strategies to improve KPIs.
• Help agents improve their performance with specific instructions and constant support.
• Map the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance on the agent and team level.
• Create reports that reflect support performance.
• Provide management with reports on support team's performance.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Works with other departments and other outside agencies.
• Operate department phone system and related IVR systems.
• Contribute to the team culture in a positive manner.
• Attend online and in-person meetings, as needed, to represent Customer Service.
• Other job duties as assigned.

• Ability to gain and maintain the trust of employees while constructively helping improve their knowledge, skills and abilities.
• Proven track record of analytical skills.
• Strong written and verbal communication skills, letter writing and communication skills.
• Great people skills and ability to communicate feedback.
• Good organizational skills, knowledgeable in goal‑setting practices.
• Examples of data visualization abilities and understanding of support metrics.
• Perception of basic business metrics and how support impacts those.
• Problem‑solving capabilities to create meaningful strategies to improve customer service delivery.

• Associate or bachelor’s degree or equivalent and at least three years’ experience in directing the work of subordinate employees engaged in customer service activities.
• Call center and union environment experience is preferred.

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.