NEOGOV · 1 day ago
PW Customer Service and Field Technician Supervisor
New Port Richey, FL
Full-time
Onsite
Mid, Senior Level
$58K/yr - $81K/yr
3+ years expNEOGOV is seeking a Customer Service and Field Technician Supervisor for Pasco County's Public Works Department. The role involves developing and administering training programs for staff, ensuring high-quality communication with residents, and managing stormwater and roadway service requests.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Develops, coordinates, and delivers comprehensive training for Public Works Customer Service and Operations Support staff, ensuring a high level of competency in customer service standards, stormwater and roadway procedures, and WAMS usage
Provides direct training and guidance on the County’s Work and Asset Management System, customer service software, and communication protocols
Creates, updates, and maintains a repository of training materials, job aids, and reference guides on the Public Works intranet
Develops and coordinates departmental onboarding and orientation for new Public Works administrative, operations, and customer service employees
Designs online and in-person training materials on customer service procedures, communication skills, work order processing, and stormwater/roadway issue intake
Collaborates with Public Works leadership, managers, and supervisors to identify training needs, skill gaps, and customer service improvement opportunities
Assesses training effectiveness, evaluates staff performance related to customer service competencies, and recommends improvements
Analyzes trends in customer inquiries, service requests, and recurring stormwater or roadway issues. Provides recommendations for process improvements and enhanced service delivery
Participates in system-wide initiatives, policy implementation, and customer service strategy development
Assists with the selection, training, development, and evaluation of assigned staff
Interprets Public Works goals, policies, and procedures for employees, residents, contractors, and internal partners
Represents Public Works Customer Service in meetings, workshops, presentations, and interdepartmental collaborations
Prepares reports, summaries, training documentation, and performance assessments
Performs other related duties as required
Qualification
Required
Graduation from an accredited college or university with an Associate degree, and two (2) years' experience analyzing data, creating reports, and troubleshooting programs & hardware and one (1) year of supervisory or team lead experience OR graduation from high school or possession of an acceptable equivalency diploma and four (4) years' of experience. Two (2) years' of supervisory or team lead experience
Must possess a valid Florida driver's license
Ability to lift and/or move up to 30 pounds and also push or pull heavy objects
Ability to bend, stoop, squat, and walk for extended periods
Adaptable to inclement weather
Ability to communicate effectively using verbal, written, and visual communication
Knowledge of principles and practices of Public Works customer service operations, including stormwater and roadway service request processes
Knowledge of current trends in customer service, communication strategies, and relevant technologies
Knowledge of Public Works policies, procedures, WAMS processes, and field workflow
Knowledge of supervisory methods, performance evaluation, and staff development techniques
Ability to develop, coordinate, conduct, and evaluate training programs effectively
Ability to learn and apply complex automated procedures and utilize computer systems, databases, and software used by the Department
Ability to interpret and apply Public Works policies, standard operating procedures, and administrative guidelines
Ability to understand and communicate complex instructions, technical information, and County processes
Ability to communicate effectively with staff, leadership, contractors, and the public in both verbal and written formats
Ability to establish and maintain cooperative working relationships with County employees, other departments, and the community
Ability to adapt to changes in Public Works operations, technology systems, and customer service demands
Ability to motivate, train, supervise, and mentor assigned staff
Ability to use judgment and problem-solving skills in addressing customer service issues
Ability to work independently and manage responsibilities with minimal supervision
Ability to perform business mathematics, professional writing, and data interpretation related to service request trends and training documentation
Extensive knowledge of research methodologies, data evaluation practices, and program performance analysis
Ability to isolate and analyze significant trends in stormwater drainage, roadway conditions, maintenance activities, and Public Works performance metrics using detailed records, work orders, GIS data, and automated systems
Ability to work independently with minimal supervision and manage multiple analytical projects
Knowledge of stormwater principles, roadway maintenance concepts, and Public Works operational practices
Knowledge of public administration, organizational processes, and program planning within government operations
Ability to prepare, organize, and present clear and concise written and verbal reports
Ability to interpret system capacity reports, maintenance trends, inspection findings, and asset-tracking data accurately and efficiently
Ability to establish and maintain strong working relationships with multiple departments and stakeholders
Knowledge of Geographic Information Systems (GIS) and its role in analyzing stormwater, roadway, and asset-management data
Benefits
Florida Retirement System (FRS) retirement plan
PTO (Paid Time Off)
Paid holidays
Group insurance
Tuition reimbursement
Deferred compensation
Medical leave pool
Annual medical leave buy-back
Mid-management/Professional grade, and management personnel may receive 40 hours of admin leave per calendar year.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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