CURRENT SAWS EMPLOYEES ONLY* Supervisor - Customer Service (Escalations OINT)

Grade 20 - Starting annual salary: $70,179.00. Rate of pay depends on qualifications.

Job Description

JOB SUMMARY

The Supervisor - Escalations and Online Interactions leads teams responsible for resolving escalated customer concerns and managing customer communications through email and chat. This position ensures timely, accurate, and professional responses while maintaining high standards of customer service. The supervisor monitors performance, coaches employees, and identifies opportunities to improve processes and the customer experience. The role collaborates with internal departments to support effective issue resolution and service delivery.

ESSENTIAL FUNCTIONS

• Supervises, selects, develops, trains, and evaluates personnel.
• Monitors customer service activities to ensure quality standards are met.
• Communicates, implements, and interprets customer service policies and procedures.
• Analyzes, investigates, and recommends responses to escalated customer issues to ensure customer satisfaction.
• Applies principles of billing procedures and policies for water and sewer service.
• Applies generally accepted business management principles and practices.
• Develops measures to analyze and improve overall efficiency.
• Schedules personnel to provide adequate staffing levels.
• Plans, coordinates and executes projects.
• Provides recommendations concerning forecasting, allocating and monitoring financial and physical resources.
• Establishes and maintains effective working relationships and public relations.
• Performs other duties as assigned.

Call Center Specialty

• Administers Call Center operations to meet customer needs in a timely and courteous manner.
• Supervises Call Center day-to-day activities to ensure quality customer service.

• Works under limited supervision.
• Supervises: 5-50 employees.

MINIMUM REQUIREMENTS

• Associate’s Degree in Business Administration from an institution accredited by a recognized accrediting agency.
• Proficient in the use of computerized customer service system and word processing, spreadsheets, and database software.
• Five years’ experience in billing, collection, project development, call center operations, meter data management, account review or administering online programs; including two years’ providing functional guidance and training to customer service staff.
• Valid Class "C" Texas Driver's License.

PREFERRED QUALIFICATIONS

• Bachelor’s Degree in Business Administration or related field from an institution accredited by a recognized accrediting agency.
• Bilingual in English/Spanish.

JOB DIMENSIONS

• Regular contact with internal and external customers, including the general public, representatives of financial banking institutions, purveyors, and corporations.
• Communicates effectively, verbally and in writing.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting for extended periods of time to perform job scope. Working conditions are in an office environment with occasional field visits.

May be required to work hours other than the regular schedule such as nights and weekends.