Water Customer Services Supervisor I

Position Overview

Phoenix Water Services provides water and wastewater services in an area of approximately 540 square miles serving a population of about 1,500,000. Nearly 1,500 employees manage major assets including water treatment plants, pumps, wells, and an extensive network of water and sewer mains. The Customer Services Division of the Water Services Department is seeking a Contact Center Supervisor I.

In this working supervisor role, you will be responsible for planning, scheduling, and supervising a team that provides general account information, establishes new city service accounts, and researches customer billings.

Salary: Pay Range: $29.58 - $41.63 per hour; Hiring Range: $29.58 - $37.76 per hour. Pay range represents the entire compensation range for the position classification, while the hiring range is an estimate of the potential offer.

Key Responsibilities

• Plan, schedule, and supervise a work unit of employees who provide general account information, establish new city service accounts, and research customer billings.
• Take escalated calls.
• Support front line employees via phone, in person, and over chat.
• Provide coaching and quality feedback, as well as implement corrective action when necessary.
• Process customer requests over the phone, email, and through online services.

Required 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 coursework in data processing, business communications, supervisory practices, or a related field.
• Other combinations of experience and education that meet the minimum requirements may be substituted.
• Final candidates will be subject to a criminal background check.

Preferred Qualifications

• Bi-lingual in Spanish.
• Supervisory experience in a high-volume call center.
• Experience in contact center operations, people, and performance management.
• Experience in a customer service phone/contact center environment handling escalated situations.

Benefits & Perks

• Traditional pension with employer and employee contributions (see Pension Information).
• 401(a) and 457 plans with employer contributions.
• Choice of generous medical HMO, PPO, or HSA/HDHP plans, including 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 including 13.5 paid holidays, 12 vacation days, and 15 sick/personal leave days.
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) for the birth, adoption, or foster care placement of a child.
• Federal Student Loan Forgiveness offered through Savi.