Field Customer Service Lead, Meter-to-Cash Ops

American Water Works Association; San Dimas (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Paid vacation and twelve holidays

401(k) retirement and profit sharing

Life, AD&D and LTD insurance

Job summary

American Water Works Association in California (San Dimas) seeks a Field Customer Service Supervisor to lead CSA activities across meter-to-cash, supervise a team of Field Customer Service Specialists and CSAs, and drive process improvements with data-driven insights.

You will ensure compliance with regulatory standards, coordinate with management, and develop training to elevate field service performance while maintaining strong customer satisfaction.

Qualifications

• 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.

Responsibilities

• Identify opportunities for process enhancements and participate in improvement initiatives.
• Analyze business processes and assess feasibility of alternatives.
• Supervise Field Customer Service Specialists and CSC Associates.
• Track and analyze field performance and drive continuous improvements.
• Ensure adherence to meter reading schedules and field service priorities.
• Oversee training needs and deliver field customer service training.
• Review system reports and implement solutions to improve service quality.
• Communicate performance measures and manage team performance.

Skills

Writing skills

PC literacy

Analytical thinking

Communication skills

Education

High school diploma or equivalent

Bachelor’s Degree preferred

Tools

California driver’s license

Job description

American Water Works Association in California (San Dimas) seeks a Field Customer Service Supervisor to lead CSA activities across meter-to-cash, supervise a team of Field Customer Service Specialists and CSAs, and drive process improvements with data-driven insights.

You will ensure compliance with regulatory standards, coordinate with management, and develop training to elevate field service performance while maintaining strong customer satisfaction.