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Customer Services Supervisor
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Position Number: 3092552
Location: Oakland, CA
Position Type: Business and Financial Management

Opens online at www.ebmud.com/jobs on Monday, May 23, 2022

Online applications must be received by 4:30 p.m., Friday, May 27, 2022

Internal Reference # 22-076

East Bay Municipal Utility District (EBMUD) is an industry-leading water and wastewater treatment utility that provides high quality water to 1.4 million customers in Alameda and Contra Costa counties and wastewater treatment for 685,000 customers in six East Bay cities.

The EBMUD's Customer and Community Services Department, Customer Services Division, Contact Center is seeking a motivated Customer Services Supervisor to lead and supervise staff in a fast paced, high call volume operation. Staff responsibilities include service and support of customer accounts which involves processing documents, records, handling payments, resolving customer billing issues, and providing information to customers in the office or in the field.

The Contact Center Customer Services Supervisor will be responsible for:
Supervising and training Contact Center Representatives and meeting unit performance measures.
Supervising and monitoring customer service staff for their ongoing training and development of leadership qualities and to enhance job knowledge, skills, and abilities.
Hiring and selecting new staff.
Preparing reports and correspondence in order to provide information to management or customers.
Preparing written documents such as policies and procedures, summary and analysis of information, Contact Center metrics, and recommendations.
Dealing with customers regarding difficult billing disputes and negotiating special payment arrangements.
Maintaining accurate records of office and field transactions.
Collecting, analyzing, and evaluating the operational significance of Contact Center data, and coordinating the recommendation, development, and implementation of business process improvements.
Managing vendor service and Contact Center telecommunications system administration and maintenance contracts for computer hardware, software, and related applications and services.
Supervising and negotiating the collection of final and overdue bills, deposits, and charges.
Developing staff performance plans, evaluating, and coaching staff on performance measures.
Producing related activity reports.

The salary range is $10,289 per month increasing to $10,803, $11,343 and $11,910 after 6, 18, and 30 months, respectively.

EBMUD offers an excellent benefits program that includes: paid vacation, holidays and sick leave; family health insurance coverage; family dental and vision care plans; retirement plan (reciprocal with CalPERS); 401(k), 401(a) and 457(b) tax-deferred retirement plans; transit subsidy; tuition reimbursement; and opportunities for professional growth including training and career development.

Requirements:

1. A high school diploma or its equivalent AND either:
2a. Two years of office or field experience in which a major responsibility was the interpretation and enforcement of complex regulations and policies in order to resolve customer complaints beyond the initial contact level (this experience must have been at a level comparable to or higher than that of the EBMUD classification of Customer Representative or Branch Office Supervisor), OR
2b. Three years of experience in directing the work of a group of Customer Account Assistants comparable to or higher than that of the EBMUD classification of Customer Services Representative III.
3. Must possess a valid California driver's license and a satisfactory driving record.
4. Candidates must possess the physical characteristics to perform the critical and important duties of the classification and be willing to work overtime as needed.

Please note: EBMUD requires all employees to provide written proof of vaccination. Those employees with sincerely held religious beliefs or valid medical reasons, as determined by EBMUD, will be exempt from vaccination requirements. Please contact EBMUD Human Resources for additional questions.

Submit a completed EBMUD application and the required supplemental question responses online at www.ebmud.com/jobs by 4:30 p.m., Friday, May 27, 2022. Only application materials submitted online during the filing period will be accepted.

EBMUD is an Equal Opportunity Employer: Females/Minorities/Veterans/Disability

www.ebmud.com