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Form of workJob Description
Customer Service Supervisor
East Cherry Creek Valley Water and Sanitation District (ECCV) has been sustaining our community by providing safe and reliable water since 1962. Sourced from the South Platte River and non-tributary aquifers, ECCV distributes water to approximately 60,000 customers in the eastern portions of the City of Centennial and unincorporated Arapahoe County. As the area has grown into a thriving district of homes, schools, and businesses, ECCV has been there, providing the water the community needs with excellence and efficiency.
At ECCV, our commitment begins with our people. Through cooperation, openness, and respect, our teams and departments collaborate to realize our shared mission of providing safe, reliable water to our community. At ECCV, we prioritize trust, teamwork, and communication. We encourage and support our employees by offering flexible schedules, including up to 3 days remote work after 6 months employment and an excellent benefits package that includes:
- Employer fully funded 401(a) Pension Plan and Health Reimbursement Plan, with 100% vesting immediately.
- Outstanding group insurance plans and options offered: Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance, with two Employee Assistance Plans (EAPs). Various plans and elections will have little to no premium cost to employees.
- Generous Paid Time Off (PTO) accrual and nine paid holidays annually.
- Other benefits include Tuition Assistance, 457 Deferred Compensation Plan, Wellness Reimbursements, Flexible Spending Accounts, and supplemental insurances such as Colonial, Legal Sheild, and Pet Insurance.
The Customer Service Supervisor is responsible for the daily supervision of Customer Service staff in the office and the field. Works with the Customer Service Manager to provide supervision, direction and leadership to the Customer Service team and ensures excellent Customer Service to internal and external customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Supervises and directs the day-to-day activities of the Customer Service Department to ensure a high-performing, Customer Service-oriented work environment that supports achieving the Department's and the District's goals and objectives.
- Reviews and evaluates the work of the Customer Service staff and field staff regularly; communicates job expectations to staff; provides feedback to staff in the form of coaching, motivating, developing, and challenging employees; coordinates and enforces policies, procedures, and performance standards; oversees training of new staff members.
- Responds to and resolves escalated customer inquiries and complaints; ensures timely and effective resolution of customer problems and complaints.
- Ensures effective and timely responses to phone calls, emails, and in-person visits.
- Ensures sufficient coverage of all Customer Service Department responsibilities including billing, phones, front counter, online chat, email inquiries and field technician responsibilities.
- Writes and conducts formal performance appraisals, participates in various personnel actions, including hiring, counseling, training, promotion, discipline, and termination.
- Oversees Customer Service, Meter Swap Program, Dome Replacement Programs, and other annual programs to ensure they are completed and maintained.
- Reviews GPS, phone, and badge reports for compliance and consistency.
- Reviews and writes or updates processes/SOPs and ensures compliance.
KNOWLEDGE, SKILLS AND ABILITIES
- In depth understanding of and ability to deliver excellent Customer Service and ability to train, coach and mentor staff to provide the same level of Customer Service.
- Experience writing and delivering performance evaluations.
- Skill in monitoring budgets associated with assigned projects.
- Advanced proficiency in MS Office Applications.
- Demonstrate leadership skills with the ability to adapt styles accordingly to address performance respectfully; to handle sensitive and confidential information appropriately; and to present the District's policies in a positive, clear and understandable manner.
- Strong attention to detail, initiative, problem solving, organizational and time management skills.
- Strong verbal and written communications skills.
- 2+ years of experience supervising direct reports.
- 4+ years of experience in Customer Service with strong knowledge of Customer Service principles and best practices.
- Must possess a valid driver's license and pass a background check.
- College Degree preferred.
This position consists primarily of office work and requires occasional operation of a district vehicle to various work sites. Office work requires the ability to operate standard office equipment, such as computers, phones, photocopiers, and fax machines. This position requires the ability to sit for extended periods of time with hand/eye coordination: for repetitive motion and data entry. Position includes the occasional lifting and/or moving of items up to 25 pounds and regular lifting of 10 pounds of office items. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Position pay range: Min $59,900/yr ($28.80/hr)-Max $86,900/yr ($41.78/hr). Pay based on qualifications and experience. ECCV is an equal opportunity employer.
The omission of specific statements of duties and responsibilities in this job description does not exclude them from the position if the work is similar, related, or a logical assignment to the position. This job description is subject to change by the District as the needs of the District and requirements of the position change at any time with or without notice.
