Water Customer Service Supervisor – Call Center

Cobb County Government; Marietta (GA); On-site; USD 52,000 - 76,000; Full time

Job summary

Cobb County Government is seeking a Water Customer Service Supervisor to lead a team of Customer Service Specialists and handle escalated and complex customer issues. You will assign workloads, monitor performance, provide training, and ensure adherence to policies and service standards.

The role requires a High School Diploma or GED and at least five years in customer service with two years in a lead role.

Qualifications

• High School Diploma or GED required; five years of customer service experience.
• Includes cashiering/processing transactions with two years in a lead role.

Responsibilities

• Supervises, directs and evaluates staff; assigns and prioritizes work.
• Trains staff; conducts QA/QC reviews of service interactions.
• Prepares reports and maintains records for departmental operations.
• Handles escalated customer issues with active listening and resolution.

Skills

Customer service

Leadership

Staff training

Conflict resolution

Performance management

Education

High School Diploma or GED

Job description

The purpose of this classification is to supervise a team of Customer Service Specialists and to handle escalated and the most complex customer issues.

Water Customer Service Supervisors provide critical day-to-day leadership and oversight of Customer Service Specialists, including assigning and prioritizing work, ensuring adequate staffing coverage, training and evaluating employees, monitoring performance and quality, and providing guidance on complex operational issues. These positions serve as key liaisons between employees and management and ensure staff have the direction and resources necessary to maintain effective customer service operations.

Supervises, directs, and evaluates assigned staff: develops and oversees employee work schedules to ensure adequate coverage and control; compiles and reviews timesheets; processes employee concerns and problems and counsels or disciplines as appropriate; assists with or completes employee performance appraisals; directs work; acts as a liaison between employees and management; and trains staff in operations, policies, and procedures.

Conducts training classes for new employees; performs QA/QC reviews of staff's work and interactions with customers to ensure employees are following policies and procedures.

Organizes, prioritizes, and assigns work; prioritizes and schedules work activities in order to meet objectives; ensure that subordinates have the proper resources needed to complete the assigned work; monitors status of work in progress and inspects completed work; consults with assigned staff to assist with complex/problem situations and provide technical expertise; and provides progress and activity reports to management.

Assists staff or customers in resolving disputes or conflicts concerning payments, fees, and penalties: responds to escalated customer issues by phone, in person, email, or mail; and interacts with staff from other departments and outside agencies to conduct research, exchange information, respond to inquiries, and resolve problems.

Prepares and maintains and/or monitors complex unit records and documentation for adherence and processing according to prescribed standards, e.g., payments of utility service, fines, fees, delinquencies, or other unit specific payments: supervises maintenance of complex filing systems for efficient retrieval and comprehensive audit trail; and performs administrative support duties in maintaining complex records documentation.

Prepares, maintains and generates variety of statistical reports and documentation associated with department/division operations, per established procedures and according to prescribed schedules and regulatory reporting requirements, e.g., daily, weekly, monthly, quarterly, annual.

Handles escalated customer issues and concerns, requiring active listening and conflict resolution skills.

Performs other related duties as assigned.

Minimum Qualifications

High School Diploma or GED required; supplemented by five years of experience in customer service, cashiering, and/or processing transactions, with two years of experience as a lead in assigned field. Must be bondable (depending upon work location). Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds). Some tasks require the ability to hear and communicate orally.

Sensory Requirements

Some tasks require the ability to hear and communicate orally.

Environmental Factors

Performance of essential functions may require exposure to adverse environmental conditions, such as irate customers.

EEO Statement

Cobb County Government is proud to be an equal opportunity employer. We encourage applications from all qualified individuals, regardless of race, color, national origin, sex, religion, age, disability, or any other legally protected status.