Customer Service 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

About CCWD

Contra Costa Water District (CCWD) provides safe, reliable, high-quality water and related services that support the health and vitality of the communities it serves. Through responsible stewardship of both its infrastructure and its people, CCWD is committed to building and sustaining a skilled workforce prepared to meet today’s needs and tomorrow’s challenges.

Why Work Here

• Meaningful Public Service
  Play a direct role in supporting safe, reliable water service that protects public health and strengthens the communities we serve.
• Collaborative, Mission-Driven Culture
  Work alongside dedicated professionals who value integrity, accountability, innovation, and continuous improvement in service to the public.
• Competitive Total Rewards & Professional Growth
  CCWD offers a comprehensive compensation and benefits package, including competitive pay, medical/dental/vision coverage, retirement benefits, paid leave, and opportunities that support ongoing professional growth.

The Opportunity

Contra Costa Water District is hiring a Customer Service Supervisor to join the Finance team. The Customer Service Supervisor combines operational leadership, staff management, customer relations, and technical oversight to ensure efficient, accurate, and responsive utility customer service operations for the CCWD. We welcome all leaders who share our commitment to public service and are ready to lead a team that makes a real difference.

Why You’ll Enjoy This Role

Lead a High-Impact Team

• Bring your leadership to help shape the customer experience for the community by leading, mentoring, and developing a high-performing service team.
• Foster a collaborative, respectful team culture that reflects the diverse communities CCWD serves.
• Take ownership of the CCWD's most challenging customer situations, stepping in on escalated or sensitive disputes where sound judgment and a steady hand make the difference.

Support Continuous Improvement

• Drive continuous improvement initiatives using data analysis to enhance customer service, billing, and collections processes.
• Administer customer information and billing systems to ensure accurate, efficient service delivery.
• Participate in budget and strategic planning, monitoring expenditures and identifying future resource needs.

Key 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 customer 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.

For a full description of examples of duties, please refer to the job descriptions by visiting the following: Customer Service Supervisor

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Training

: Equivalent to a bachelor’s degree from an accredited college or university with major coursework in accounting, finance, business or public administration, or a related field.

Experience

: Five (5) years of increasingly responsible experience in customer service, including two (2) years of lead or supervisory experience.

Licenses and Certifications

• Possession of a valid California driver's license to be maintained throughout employment.

For a full description of required knowledge, skills, and abilities, please refer to the job descriptions by visiting the following link: Customer Service Supervisor

Possession of the minimum qualifications does not guarantee an invitation to the next step in the selection process. All candidate materials will be carefully evaluated and only those considered best qualified will be invited to the next step in the selection process.

The application deadline is 5:00 p.m. on Thursday, September 24, 2026, or the first 150 qualified applications received, whichever comes first.

WORKING CONDITIONS

Employees may be required to work various shifts and outside of normal shift hours on evenings, weekends, and holidays as needed.

EQUAL EMPLOYMENT OPPORTUNITY

Contra Costa Water District is committed to equal employment opportunity for all employees and applicants. We prohibit discrimination based upon race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other actual or perceived status protected under federal, state, or local law. Employment decisions are based on individual qualifications and performance.

DIVERSITY, EQUITY, AND INCLUSION

Creative and effective problem-solving thrives in a workforce where different experiences and perspectives influence employees’ work. Employees thrive when employers recognize the value of those differences and integrate them into the workplace. Contra Costa Water District (CCWD) is committed to harnessing the power of its workforce to solve industry challenges and meet the needs of the communities it serves – now and in the future. To that end, CCWD is committed to the equitable extension of opportunity to join and meaningfully contribute to the CCWD team. We seek applicants who join us in these commitments in their own operations and activities.

BACKGROUND CHECK

Appointment to this classification is contingent upon successfully completing CCWD's pre-employment process. All positions require a criminal background check, verification of employment and education history, and professional reference checks. Depending on the job classification, additional requirements may include a pre-employment medical examination, drug and alcohol testing, and verification of prior drug and alcohol testing history as required by federal regulations.

DISASTER SERVICE WORKER

All CCWD employees are designated Disaster Service Workers through state and local law. As such, CCWD employees may be called upon to support the activities of CCWD during an emergency situation.

Applicants requesting reasonable accommodation during any phase of the recruitment process are instructed to contact Human Resources as early as possible at 925-688-8002.