Customer Experience Leader — Utilities (Supervisor)

Contra Costa Water District; Concord (CA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Retirement benefits

Paid leave

Job summary

Contra Costa Water District seeks a Customer Service Supervisor to lead a high-performing team within the Finance group. You will oversee billing, meter reading, field services, and collections while driving process improvements and customer satisfaction.

The role requires strong supervisory experience, data analysis skills, and the ability to collaborate across departments to deliver reliable water service to the community.

Qualifications

• Bachelor's degree in accounting, finance, business, or public administration.
• Five (5) years of increasingly responsible customer service experience, including two (2) years in lead or supervisory roles.
• Valid California driver's license maintained throughout employment.

Responsibilities

• Promote a culture of safety, accountability, teamwork, and exceptional customer service.
• Supervise and lead customer service staff, including planning, prioritizing, assigning, reviewing, and evaluating work.
• Manage customer service operations, including billing, meter reading, field services, and collections activities.
• Develop and implement policies, procedures, and service improvements to enhance operational effectiveness and customer satisfaction.
• Analyze operational and billing data, identify trends, and recommend process improvements.
• Resolve complex customer service and billing issues and respond to inquiries, complaints, and escalated concerns.
• Participate in budget preparation and administration, including monitoring expenditures and preparing budget recommendations.
• Prepare reports and evaluate program performance to support management decision-making.
• Collaborate with District departments and external stakeholders to ensure effective service delivery and positive customer relationships.

Skills

Leadership

Customer service

Data analysis

Budget planning

Billing software

Education

Bachelor's degree in accounting/finance/public administration

Tools

Billing software

Job description

Contra Costa Water District seeks a Customer Service Supervisor to lead a high-performing team within the Finance group. You will oversee billing, meter reading, field services, and collections while driving process improvements and customer satisfaction.

The role requires strong supervisory experience, data analysis skills, and the ability to collaborate across departments to deliver reliable water service to the community.