Customer Service Field Supervisor

Santa Margarita Water District is excited to announce that we are now accepting applications for a Customer Service Field Supervisor. The ideal candidate will have experience overseeing and evaluating the work of Meter Readers and Meter Technicians. This role includes recruiting, training, managing personnel, and completing performance evaluations. The supervisor is a technical expert on meter reading software and ensures the integration of meter data with the billing system. Additionally, the ideal candidate will have a strong background in the deployment and maintenance of Advanced Metering Infrastructure (AMI) and Automatic Meter Reading (AMR) systems. Most importantly, this candidate would demonstrate a strong sense of integrity, along with effective team leadership and a commitment to fostering a positive workplace culture.

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed by individual positions.

JOB SUMMARY

Under general direction, the Customer Service Field Supervisor oversees the work of Meter Readers and Meter Technicians, ensuring efficient meter reading, inspection, and customer service related to water distribution and billing. This role requires accountability, decision-making, and autonomy within established policies. Performs related work as assigned.

DISTINGUISHING CHARACTERISTICS

This single position class reports to the Customer Relations Manager and is responsible for assigning, directing and evaluating the work of Meter Readers and Meter Technicians.

ESSENTIAL FUNCTION STATEMENTS 

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

1. Supervise and evaluate the work of Meter Readers and Meter Technicians.
2. Train staff on work procedures and safety practices; coordinate safety meetings.
3. Lead recruitment, selection, disciplinary actions, and performance evaluations.
4. Assist with the development and tracking of the division’s budget.
5. Ensure positive customer relations and respond to inquiries and complaints.
6. Establish and maintain meter reading schedules, routes, and procedures; participates in meter read software testing and maintenance.
7.  Utilize office and handheld systems for data entry, analysis, and report generation, including work orders.
8. Serve as a technical expert on meter reading software; ensure integration of meter-to-cash billing systems and resolve issues with internal and external stakeholders.
9. Coordinates deployment and maintenance of AMI and AMR systems.
10. Supervise installation, troubleshooting, repair, and replacement of water meters.
11. Assign and manage meter-related field work orders and shut-offs for non-payment.
12. Serves as technical expert on the District’s meter read software and may participate in the daily import and export of meter read files to the billing system; works with Customer Service to resolve customer billing issues.
13. Estimate and manage personnel, equipment, and materials for job.
14. Coordinates with District staff to schedule training sessions for field customer service team including safety training.
15. Participates in long-term planning and system improvements for meter service and operations.
16. May be required to respond to after normal work hour emergencies.
17. Performs related duties and responsibilities as required. 

Ability to:

1. Assign, inspect, and manage the work of meter-reading employees.
2. Develop and assign efficient routes within strict dead­lines.
3. Diagnose, repair, and replace water meters; locate and troubleshoot water services, meters, and shut-off valves.
4. Use hand and power tools effectively.
5. Install, test, repair, and maintain handheld devices, AMR and electronic devices.
6. Operate computers and smartphones, utilizing relevant software and databases.
7. Analyze customer issues, evaluate alternatives and recommend solutions.
8. Collaborate effectively with personnel and establish/maintain effective working relationships.
9. Prepare clear and accurate reports, documents, and data entries.
10. Balance multiple projects to meet District quality standards.
11. Troubleshoot system inefficiencies and recommend solutions.
12. Communicate effectively, both orally and in writing. 
13. Work independently, exercise good judgement, and demonstrate initiative.
14. Understand and follow written and oral instructions. 
15. Explain and apply District policies and procedures.
16. Train, evaluate and supervise assigned staff.
17. Meet physical requirements established by the District.
18. Represent the District effectively in interactions with customers and the public.

Knowledge of:

1. District service rules, codes, policies and regulations related to reading, installing, removing, adjusting, repairing and servicing water meters.
2. Techniques, tools and equipment used in reading, installing and maintaining water meters.
3. Practices and techniques of effective customer service.
4. District customer billing system operations, GIS mapping software, and interaction with meter reading systems.
5. Geography of the District’s service area and map-reading techniques.
6. Principles and practices of sound business communication; correct English usage, including spelling, grammar and punctuation.
7. Safety policies and safe work practices applicable to the work.
8. Meter data management systems and software, recordkeeping, filing and basic purchasing practices and procedures. 
9. Uses and operations of hand-held devices, computers, standard business software and specialized database and spread­sheet applications.
10. Basic principles and practices of employee supervision.
11. Data collection, research methods, analysis, interpretation, and data presentation

 QUALIFICATIONS

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education, Training and Experience: Graduation from high school or GED equivalent, and five years of progressively responsible experi­ence in meter reading and repair; a minimum of two years in a lead or supervisory position or an equivalent combination of training and experience.

 

Experience in a public agency is preferred. 

Licenses; Certificates; Special Requirements: Possession of or the ability to obtain a valid California Class C driver’s license and the ability to maintain insurability under the District’s vehicle insurance program. Possession of a Water Distribution Grade 2 Certificate issued by the State of California State Water Resources Control Board is required.

PHYSICAL AND MENTAL DEMANDS

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands 

While performing the duties of this job, the employee is regularly required to talk and hear; use hands to finger, handle, feel or operate objects, tools or controls; reach with hands and arms; climb or balance on ladders or stairs; stoop, kneel, bend at the waist, crouch or crawl; and smell. The employee may walk up to 5 miles per day. The employee is frequently required to lift up to 50 pounds unaided and 100 pounds with assistance.

Specific vision abilities required for this job include close vision, distance vision, use of both eyes, depth perception, color vision and the ability to adjust focus. 

 

Mental Demands 

While performing the duties of this class, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathe­matical reasoning; observes and interprets people and situations; learns and applies new information and skills; performs highly detailed work; deals with changing deadlines, constant interrup­tions and multiple concurrent tasks; and interacts with others encountered in the course of work, including frequent contact with customers and/or the public.

WORK ENVIRONMENT

The employee works in an office and a field environment where the noise level is usually moderate. The employee may work in extreme outside weather conditions, exposed to wet and/or humid condi­tions, street/road conditions, stinging and biting insects and hostile dogs, and on slippery and uneven surfaces. The employee may be exposed to fumes or airborne particles, toxic or caustic chemicals, and risk of electrical shock.