Customer Services Supervisor

East Bay Municipal Utility District | Oakland

Salary Range: 106,248 - $123,000 Annually
Open Date: 07/09/2018
Close Date: 07/20/2018

Position Description

East Bay Municipal Utility District (EBMUD), an industry-leading water and wastewater treatment utility, seeks motivated Customer Services Supervisors to lead and supervise staff who provide customer service in the office or in the field, support customer accounts, and oversee a high volume operation.

There are current regular openings in the Contact Center and the Field Services unit of the Customer Services Division, part of EBMUD’s Customer and Community Services Department. Staff responsibilities include service and support of customer accounts which includes processing documents, records, payments handling and resolving customer billing issues, field work, and providing information to customers.

The ideal candidate will demonstrate the following attributes and qualities:
• Strong technical competency in call or contact center customer information systems (or CIS), call management and call processing systems, and their administration including financial and operational analysis.
• Experience and proficiency with common business applications; i.e. MS Office, Word, Excel, and Access.
• Excellent analytical, negotiation, and conflict resolution skills.
• Strong lead and/or supervisory skills.
• Excellent oral and written communication skills.
• Strong customer service and public relations skills.
• Experience with personnel management in a union environment.
• Strong project management experience.
• Proven leadership, coaching, and mentoring skills.
• Strong ability to resolve complex customer issues related to field or operational needs.
• Ability to plan, organize prioritize, and achieve effective time management.
• Sense of urgency and ability to meet deadlines, service level agreements; self-directed.
• Ability to motivate staff and foster a positive work environment.
• College degree or equivalent work experience preferred but not required.

The salary range is $8,854 per month increasing to $9,297, $9,762 and $10,250 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.

Position Qualifications

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.

A valid California driver’s license and a satisfactory driving record are also required. Candidates must possess the physical characteristics to perform the critical and important duties of the classification and be willing to work overtime as needed.

EBMUD is an Equal Opportunity Employer: Females/Minorities/Veterans/Disability
www.ebmud.com

How to Apply

Submit a completed EBMUD application and the required supplemental question responses online at www.ebmud.com/jobs by 4:30 p.m., Friday, July 20, 2018. Only application materials submitted online during the filing period will be accepted.
Contact Email: jobs@ebmud.com
Website: http://www.ebmud.com/jobs/job-opportunities/