Water Corporation · 1 day ago
Customer Service Supervisor
Fernandina Beach, FL
Full-time
Onsite
Mid, Senior Level
3+ years expU.S. Water Services Corporation is a well-established and diverse water and wastewater utility organization specializing in utility maintenance, operations, engineering, and construction services. The Customer Service Supervisor manages the operation of the Utility's Customer Service Department, overseeing customer service representatives and ensuring high standards of service are met.
BillingConsultingWaste ManagementWaterWater Purification
Responsibilities
Oversee the day-to-day activities as it relates to Customer Service Representatives interacting with the Utility's customers, whether that be over the phone, in person, or via email
Lead, train, and motivate a team of customer service representatives within KPI Standards
Develop strategies and recommendations to enhance reliability, efficiency, and overall customer service
Supervises, directs, assists, plans, organizes, assigns, and coordinates the work of the assigned customer service team
Ensures staff levels are consistent with the workload
Continually monitoring various reports generated from management and/or the CIS vendor to ensure various Key Performance Indicators (KPIs) are being met and taking corrective action to address any deviations
Analyze, investigate, and respond to a wide range of issues and concerns, including the handling of complex and sensitive customer complaints while ensuring disputes are resolved appropriately. Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolutions
Conduct quality checks and audits on customer interactions
Oversee the coordination of activities related to the Customer Service field team in meeting the KPIs, and client and customer expectations as outlined in the Contractual Obligations
Identify and implement corrective action where necessary in completing the various Customer Service and Field Service tasks as assigned
Meet the various KPI goals as outlined in the General Terms of the Contract and within the KPI Standards set forth for USWSC by the Client, such as:
Uphold all USWSC policies and procedures
Ensure steps are taken to create a good working relationship between assigned clients and vendors
Provides required interaction and support between other customer service offices within USWSC
All other duties as assigned
Conducts business with the public orally and by correspondence, answering questions requiring judgment, knowledge, and interpretation of the ordinances and County policy
Determines amounts and collects utility connection fees
Schedules and assigns work to subordinate employees and reviews their work for accuracy and completeness
Supervises front counter and customer service call rooms
Keeps records and compiles reports pertaining to all phases of work performed
Supervises preparation and collection of utility bills
Maintains liaison with the Department of Finance in all matters concerning utility billing
Performs related work as assigned
Qualification
Required
Possession of a bachelor's degree in accounting, business administration or a related field
Three (3) years of progressively responsible accounting customer service and field service experience
At least one (1) year in a supervisory capacity
Considerable knowledge of business management and customer service functions
Considerable knowledge of accounting and record-keeping
Good knowledge of data processing applications and methods
Considerable knowledge of field management and operations
Ability to prepare clear and comprehensive narrative and statistical reports
Ability to plan and supervise the work of large and diverse groups of employees effectively
Administrative ability and skill in maintaining effective public relations
Good judgment, tact and courtesy
Preferred
Utility experience highly desired
Benefits
Medical
Dental
Vision
Life insurance
Short/long-term disability
Paid time off
Holiday pay
401(k) with company match
Company
Water Corporation
Water Corporation is an organization that provides water supply, wastewater management, billing, outages, and bulk irrigation services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Monty Carlo
CEO water dept
Recent News
2025-07-02
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2025-06-11
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