Water Customer Services Supervisor I

About This Position

Phoenix Water Services provides water and wastewater services in an area of approximately 540 square miles and for a population of approximately 1,500,000. This is accomplished through the hard work of nearly 1,500 employees, who carefully manage our major assets, including 7 water treatment plants, nearly 300 pumps, wells, lifts, and pressure stations, 7,000 miles of water main, 5,000 miles of sewer main, 52,000 fire hydrants, and 94,000 manholes.

The Customer Services Division of the Water Services Department is currently seeking a Contact Center Supervisor I.

What Will You Do?

The Contact Center Supervisor I is a working supervisor role. The Supervisor I is responsible for planning, scheduling, and supervising a work unit of employees who provide general account information, establish new city services accounts, and research general customer billings.

The Contact Center Supervisor I will also be responsible for:

• Taking escalated calls.
• Supporting front line employees via phone, in person, and over chat.
• Providing coaching and quality feedback as well as corrective action when necessary.
• Processing customer requests over the phone, email and through online services.
  
  

What Does a Successful Candidate Look Like in This Position?

• In an ever-changing work environment, change management and flexibility are key components for success.
• Knowledge of, or the ability to quickly learn, internal policies and applicable city ordinances will be vital to ensuring that appropriate actions are taken.
• Strong customer service skills with a customer contact supervisory background and previous utility billing experience are strongly preferred.
• Extensive experience and knowledge of e-portal processing for customer requests.
  
  

Does This Sound Like You?

If so, we would love to review your application and consider you for this position. Read below for additional position details and apply today!

SALARY

Pay Range: $29.58 - $41.63 per hour.

Hiring Range: $29.58 - $37.76 per hour.

Pay Range Explanation

• Pay range is the entire compensation range for the position classification.
• Hiring range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.
• Promotions occur when the last two digits of the pay grade increase.
• Demotions occur when the last two digits of the pay grade decrease.
• Lateral transfers occur when there is no change to the last two digits of the pay grade.
• When there is a change in the first digit of the pay grade, there may also be a change to your classification or unit.
  
  

Your job classification can be found in eCHRIS > Personal Details under your name, located in the top left section of the page.

The pay grade and classification/unit of your current position may be found by looking up your job title on the job description page.

Benefits

A comprehensive benefits package is offered which includes:

• Traditional pension with employer and employee contributions, click here for more details: Pension Information
• 401(a) and 457 plans with employer contributions
• Choice of generous medical HMO, PPO, or HSA/HDHP plans
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan
• Wellness incentive of up to $720 annually
• Dental, vision, and life insurance options
• Employer paid long-term disability
• Free Bus/light rail pass
• Tuition reimbursement program up to $6,500 per year
• Paid time off includes 13.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period
• Federal Student Loan Forgiveness offered through Savi
  
  

For more details, visit: Unit 007 Benefits

Minimum Qualifications

• Four years of experience in a customer service utility environment, financial institution, or high volume customer contact center.
• One year of supervisory or lead experience.
• College level course work in data processing, business communications, supervisory practices, or related field.
• Other combinations of experience and education that meet the minimum requirements may be substituted.
• All finalists for positions are subject to a criminal background check applicable to the department or position.
• For information regarding pre-screening and driving positions, click here.
• The City job description can be found here.
  
  

Preferred Qualifications

The minimum qualifications listed above, plus experience in/with:

• Supervising a high-volume call center.
• Contact center operations, people, and performance management.
• Customer service phone/contact center environment where your primary priority was handling escalated customers/situations.
  
  

and

• Bi-lingual in Spanish.
  
  

RECRUITMENT DATES

Recruitment closes July 2, 2026. All materials must be received by 11:59 p.m. on this date.

This is a position-based recruitment and will not result in any ongoing eligibility list. This recruitment and any selection processes resulting from this recruitment may be used to fill other related vacancies within the organization now or in the near future.

How To Apply

Apply online by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.

WE ARE HERE TO HELP

• Job interviews may be held by video or audio conference.
• If you are in need of computer resources, click here for free options.
• Arizona at Work has frequent classes to help with resume writing, interviewing skills, and general career guidance. Click here for more information.
• Explore other Employment Opportunities with the City of Phoenix.
• Subscribe to receive e-mail notifications about new employment opportunities.
• If you require assistance at any stage of the application process due to an accessibility issue, please contact the Human Resources Department by phone at (602) 495-5700 or by text at (800) 367-8939. You may also fill out and submit a Reasonable Accommodation Request Form.
  
  

REFERENCE

Water Customer Services Spv I, JC:50260, ID#62135, 06/25/2026, USM, RG, Benefits:007

Building the Phoenix of tomorrow.

#DoWorkThatMakesPhoenixWork

City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.