Customer Service Supervisor

Under the general direction of the Department Manager, the Supervisor is responsible for overseeing the day-to-day operations and activities of assigned staff to ensure efficient workflow, high performance, and adherence to organizational standards. This role plans, organizes, and monitors work assignments; provides guidance, training, and support to team members; evaluates employee performance; and ensures departmental goals are achieved. The Supervisor also identifies opportunities for process improvement, resolves escalated issues, and fosters a positive, productive work environment aligned with the organization’s mission and values.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Serves as a support system for Customer Service Representatives by promptly responding to all escalated account issues and customer grievances, including those requiring a high degree of sensitivity and sound independent judgment. Refers complaints to appropriate staff and/or takes or recommends action to resolve them. Maintains availability to ensure customer calls are handled live, avoiding voicemail whenever possible.
• Supervises the day-to-day activities of customer service operations. Evaluates the performance of assigned staff and completes 6-month and annual performance reviews. Assists in establishing performance expectations and personal development goals; coordinates approved coaching for performance improvement and development; makes recommendations regarding compensation and other rewards to recognize performance.
• Coordinates, processes, and documents employee time off requests; balances staff scheduling across teams to meet customer demand. Documents personnel issues as they arise to identify areas of concern.
• Communicates with charitable organizations that provide financial assistance, ensuring all relevant customer accounts are properly noted.
• Manages commercial accounts, including scheduling cut-offs, quoting, and requesting deposits.
• Interacts with the contracted e-payment software provider, responding with urgency if issues arise to ensure essential systems remain operational. Monitors and processes customer updates received from the provider.
• Calculates and records departmental statistics for monthly reporting.
• Participates in the development and implementation of departmental training manuals and standard operating procedures. Responsible for hands-on setup of new hires and coordination with the Team Assistant/Training Coordinator for onboarding and ongoing training of current employees.
• Provides leadership and fosters a high-performance, customer service–oriented work environment that supports departmental goals and values, including team building and employee empowerment. Applies approved process improvements and quality management principles; promotes stewardship of organizational and environmental resources; models excellent customer service behaviors.
• Collaborates with other departments to resolve customer account issues.

Supervisory Responsibilities

Under general direction of the Department Manager, supervises the employees in the Customer Service Department. Carries out supervisory responsibilities in accordance with departmental and organizational policies, procedures, and applicable laws. Responsibilities include participating in applicant selection and training; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

Education and/or Experience

Bachelor's degree from four-year college or university; and two years related experience; or equivalent combination of education and experience.

Computer Skills

Must be proficient in Microsoft Office. Knowledge of Customer Service Management software, Meter Management software, telephone software, and third-party Bill-Pay software preferred.

Certificates, Licenses, Registrations

Valid Georgia Driver's License.

Physical Demands

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Applications for this position will not be accepted after 5:00 p.m. Thursday, April 30, 2026.

* Due to the high volume of applications we receive, we are unable to take phone calls regarding the status of an application. You will be contacted if you are selected to be interviewed. We appreciate your interest in HCWA!

Henry County Water Authority is an Equal Opportunity Employer.