Water Billing & Customer Care Supervisor

City and County of Honolulu, HI; Honolulu (HI); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Generous time off

Health coverage

Retirement plan

Career development

Job summary

The City and County of Honolulu, HI is seeking an experienced Customer Service Representative to support the Honolulu Board of Water Supply’s Customer Care Division in Honolulu. The role focuses on supervising staff, coordinating schedules, and resolving complex issues related to water bills and billing disputes.

Responsibilities include training and coaching, ensuring accurate billing, and handling delinquent accounts while maintaining high customer service standards.

Qualifications

• Must have strong interpersonal and communication skills.
• Experience handling customer inquiries and resolving issues.
• Ability to input and retrieve data from computerized systems.

Responsibilities

• Supervise customer service staff by assigning work, managing daily schedules, monitoring performance, and providing training and coaching.
• Resolve complex customer issues involving delinquent water bills, billing disputes, payment discrepancies and automatic bill payment problems.
• Review customer accounts and service requests to ensure accurate billing and proper documentation.
• Manage customer service operations by monitoring workloads and ensuring timely completion of requests.
• Review and approve billing adjustments including credits, refunds, payment arrangements and other exceptions.
• Coordinate customer account services including billing conferences, agricultural rate applications, and government records requests.
• Perform other related duties as required.

Skills

Tactful communication

Active listening

Dispute resolution

Data entry/data retrieval

Education

High school diploma or equivalent

Tools

Computer systems

Job description

The City and County of Honolulu, HI is seeking an experienced Customer Service Representative to support the Honolulu Board of Water Supply’s Customer Care Division in Honolulu. The role focuses on supervising staff, coordinating schedules, and resolving complex issues related to water bills and billing disputes.

Responsibilities include training and coaching, ensuring accurate billing, and handling delinquent accounts while maintaining high customer service standards.