Field Customer Service Supervisor

CTwater; San Jose (CA); On-site; USD 120,000 - 135,000; Full time

Job summary

San Jose Water Company, based in Silicon Valley, seeks a Field Customer Service Supervisor to lead Field Customer Services and dispatch staff. You’ll oversee staffing, performance, and training while coordinating with other departments to ensure top-tier customer service.

The role requires strategic planning, project oversight for pilots and system changes, and on-call duties. A minimum three years of supervisory experience in customer service and a CA driver’s license are preferred.

Qualifications

• Experience directing subordinate employees in customer service.
• Prefer 3+ years in a supervisory role.
• AWWA Grade 1 Distribution and/or Treatment certification preferred, CA driver’s license required.

Responsibilities

• Plan, develop and direct field customer service operations.
• Supervise dispatch staff and field representatives; ensure prompt service.
• Coordinate with other departments and manage training and SOPs.
• Oversee pilot programs and system implementations (e.g., AMI).
• Maintain records and prepare reports for budget and performance reviews.

Skills

Leadership

Staff supervision

Communication

Data analysis

Project planning

Budgeting

IT troubleshooting

Record keeping

Problem solving

Education

AWWA Grade 1 Distribution/Treatment certification

Job description

Job Title: Field Customer Service Supervisor

Requisition ID: req1167

Type of Employment: Regular Full-Time Employee

Job Openings: 1

Compensation Range: 120,000.00 - 135,000.00

Compensation Type: Annual Salary

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 Field 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.

DESCRIPTION

Under the general direction of the Field Customer Service Superintendent, the Supervisor of Field Customer Services plans, develops, organizes, and directs the work of staff in the Field Customer Service and Field Customer Service Representatives (dispatch), participates in special projects associated with the department’s operating systems and performs other related duties as required. Works in the on-call rotation for Field Service.

ESSENTIAL FUNCTIONS, PRINCIPAL DUTIES and RESPONSIBILITIES

• Strategic planning in developing and implementing a strategy to provide the highest level of satisfaction to customers, and direct supervision of Field Customer Service Representatives.
• Oversees contractors/consultants associated with pilot programs and full implementation of strategic projects such as AMI and field operating systems.
• Implements operational goals, objectives and programs, either personally or with direction from management.
• Works directly with peers in other departments to ensure seamless collaboration.
• Implement a comprehensive staffing plan that ensures promptness of service.
• Implements a comprehensive training program and develops and maintains SOPs to optimize staff effectiveness and assists in the selection of personnel.
• Works with assigned staff to troubleshoot IT-related issues before escalating to IT staff.
• Recommends, evaluates, and tracks field staff performance to determine continued improvements in customer service.
• Reviews and provide guidance on employee grievances, disciplinary action for Union staff and direct reports.
• Determines and communicates subordinates' standards of work performance.
• Maintains and ensures accurate records of all work performed for performance measurement.
• Prepares written reports and analysis as required and assists in budget evaluation and review.
• General knowledge of SJW's service area and water system and how it works.
• Ability to utilize Telog pressure recording devices, determine what is occurring and communicate to the consumers and internal SJW departments.

REQUIRED KNOWLEDGE, SKILLS and ABILITIES

• Knowledge of principles and practices of effective management and supervision, including short- and long-term planning, project planning and monitoring, scheduling, training, and performance evaluation.
• Commonly accepted practices and procedures of meeting and dealing with the public and handling customer complaints where relations may be strained. This may be due to escalation from visits from field employees.
• Ability to keep clear, concise and accurate records.
• Ability to analyze costs and develop and implement improved work procedures.
• Establish and maintain effective working relationships with those contacted in the course of the work whether that is the public, coworkers or employees from other utilities.
• Effectively handle difficult employee relations, personnel matters, and customer complaints.
• Plan, assign, prioritize, direct, train, coordinate, and evaluate the work of a staff.
• Analyze data, draw sound conclusions, use independent judgment, make recommendations and develop and implement effective solutions.
• Utilize a personal computer and current applications of word processing or spreadsheet software programs.
• Excellent written and oral communication skills.

MINIMUM QUALIFICATIONS

• Experience in directing the work of subordinate employees engaged in customer service activities.
• At least three years of progressively responsible supervisor's experience is desired.
• Preferred AWWA Grade 1 Distribution and/or Treatment certification.
• Must possess a valid California driver's license and have a satisfactory driving record.

PHYSICAL REQUIREMENTS

• Ability to work in all elements in support of field staff.

EEO Statement

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.