Senior Customer Service Supervisor – Billing & Support

City and County of Honolulu; Hawaii; On-site; USD 55,000 - 78,000; Full time

Job summary

The City and County of Honolulu is seeking an experienced Customer Service Representative Supervisor for the Honolulu Board of Water Supply, Customer Care Division. This full-time role involves supervising staff, coaching teams, and resolving complex billing issues to ensure accurate charges and timely service.

Responsibilities include overseeing daily operations, approving adjustments, and coordinating account services while maintaining high-quality customer interactions.

Qualifications

• Three years of customer service experience.
• Experience resolving rules/regulations-based issues.
• Possession of Hawaii State driver’s license (or eligibility).

Responsibilities

• Supervise customer service staff by assigning work and coaching.
• Resolve complex issues with delinquent bills, disputes, and payment problems.
• Review accounts and service requests for accurate billing and follow-up.
• Manage operations, workloads, and timely completion of requests.
• Review and approve billing adjustments (credits, refunds, payment plans).
• Coordinate account services, billing conferences, and records requests.

Skills

Customer service

Communication

Problem solving

Education

High school diploma

Job description

The City and County of Honolulu is seeking an experienced Customer Service Representative Supervisor for the Honolulu Board of Water Supply, Customer Care Division. This full-time role involves supervising staff, coaching teams, and resolving complex billing issues to ensure accurate charges and timely service.

Responsibilities include overseeing daily operations, approving adjustments, and coordinating account services while maintaining high-quality customer interactions.