Customer Service Metering Program Field Supervisor

CUSTOMER SERVICE AND METERING PROGRAM FIELD SUPERVISOR

JOB SUMMARY

Under the direction of the General Manager (GM) and the Assistant General Manager (AGM), the Customer Service and Metering Program Field Supervisor (CSMPFS) has overall responsibility for supervising department field personnel, assigning work and ensuring customer satisfaction. This is an exempt position that oversees disconnects, reconnects, water audits, schedules and oversees meter reading, meter change outs, inventory management and schedules and dispatches work orders. The incumbent is responsible for coordinating field service activities and this position works closely with the Enterprise Customer Service and Billing Departments.

JOB DUTIES AND ESSENTIAL FUNCTIONS

Responsible for a variety of tasks and duties, which may include, but are not limited to, the following:

• Assist the Customer Service department in evaluating customers for disconnection for non-payment or other issues and reconnection following payment or resolution of issues.
• Respond to customer requests for water audits by scheduling and assigning staff to perform water audits. Evaluates water usage data to identify potential water audit candidates and proactively contacts suitable customers.
• Dispatch work orders to field employees to ensure timely completion of tasks and customer satisfaction.
• Perform customer complaint investigations on water quality, water pressure, and water audits and coordinate responses with division management.
• Assist in developing responses to Arizona Corporation Commission complaints with division leadership.
• Complete reports and notices.
• Ensure the training of all employees under their supervision is thorough and complete.
• Supervise the field repair or replacement of stuck or damaged meters.
• Review proposed meter reading schedule each year when requested by the Customer Service or Billing departments and provide recommendations to ensure meters are read in accordance with regulations and internal requirements.
• Assign employees to meter reading assignments to comply with reading schedules developed above. Ensures meters are read in accordance with approved schedules.
• Create meter reading routes and assist in assigning account numbers for parcels in new subdivisions.
• Assist in the creation and modification of billing districts in conjunction with division management and the Billing Department.
• Manage and is responsible for the Meter Change Out and Junking programs.
• Monitor and solve daily operational problems.
• Work with division management on preparing the annual budget request for meter reading, repair and replacement or new AMR/AMI deployments.
• Make recommendations for improving and streamlining job procedures and departmental operations.
• Assist division leadership in the evaluation of personnel for hire, salary adjustments, promotion, disciplinary and corrective action, and termination.
• Is subject to 24-hour on-call status.
• Perform other tasks and duties as directed.

EXPERIENCE, SKILLS, KNOWLEDGE, AND PHYSICAL REQUIREMENTS

The required skills, knowledge and physical requirements include, but are not limited to the following:

• Thorough knowledge and understanding of company customer service procedures regarding billing and Front and Back Office Customer Service.
• Thorough knowledge and ability to manage an AMR/AMI program.
• Must become proficient in UMAX and Field Mobile/Service Link working environments.
• Thorough knowledge of personal computers for managing the Customer Information System (CIS), meter reading programs supporting AMR/AMI, customer accounting and accessing company templates.
• Thorough knowledge of leak detection strategies, backflow devices, utility locates and associated regulations.
• Ability to supervise, motivate and train personnel and to recognize problems and recommend solutions.
• Excellent interpersonal skills and ability to interact with customers and demonstrated customer and public relations skills.
• Good oral and written communications capabilities.
• Working knowledge of general plumbing practices and repairs.
• Thorough familiarity with safety practices and procedures.
• Ability to interact with supervisors, co-workers, and the public in a cooperative and professional manner.
• Must have professional demeanor and appearance, be dependable and punctual.
• Ability to perform repetitive physical activities using feet, legs, hands, and arms; walk, sit, stand, bend, stoop, reach, grasp, push, pull, crouch, squat, crawl, and twist.
• Must be able to lift 50 pounds.

EDUCATION, TRAINING AND EXPERIENCE

The following are required:

• High school diploma or equivalent.
• Minimum three years of experience in the water utility business.
• Must have knowledge of water system and utility construction practices.
• Valid Arizona driver's license and acceptable driving record.
• ADEQ Grade 2 Water Distribution Operator certificate within eighteen months of hire or promotion.
• Must live within the Superstition Division.