Water Customer Service Supervisor

hace 3 semanas

San Juan, San Juan, Puerto Rico City Of South Gate, Ca A tiempo completo
Job Title: Water Customer Service Supervisor

Under the direction of the Water Division Manager, the Water Customer Service Supervisor manages the Water Customer Service Division, overseeing the layout, coordination, assignment, supervision, training, evaluation, and preparation of required reports periodically and record the work units of the customer service division, meter operations, and coordination with the water billing section engaged in operations, reading, and maintenance of meters, backflow prevention devices, and customer meetings.

Key Responsibilities:

  • Manage the Water Customer Service Division, ensuring compliance with all applicable regulatory agencies and State and Federal regulations regarding water system operations, repair, testing, inventory, and other appurtenant records as directed.
  • Supervise Water Customer Service Division full-time and part-time maintenance staff, including Meter Reader I and II positions and Water Service Representatives I and II positions.
  • Develop and implement strategies to achieve required internal and external service levels, establish performance expectations and work standards, and prepare performance reviews and evaluations.
  • Manage customer service issues, including field inspections related to billing, and manage, review, and respond to customer questions pertaining to customer billing problems and delinquent accounts.
  • Coordinate with Administrative Services and water billing to oversee daily assignments and requests to Public Works, such as meter turn-ons/offs, rereads, need to bill, door hanger notices, turn-offs for delinquency, high bill complaints, water audits, and account verification.
  • Take the lead in software management, use available reports to manage meter reading, such as printing time interval reports to monitor, track, and analyze daily reading times, establish goals, and maximize staff production.
  • Research and recommend meter reading upgrade systems, such as converting to Automated Meter Reading (AMR) systems and/or Automated Meter Infrastructure (AMI).
  • Take the lead in preparing water conservation outreach and programs related to drought response, Urban Water Management Plan, and enforcement of the water conservation rules and regulations.
  • Prepare a variety of correspondence, periodic or special reports, tracking, and writing to highlight division goals and accomplishments.
  • Develop and prepare annual budget and department goals and objectives, develop and analyze performance measurement objectives for assigned work units, and determine actions and performance measures to accomplish them.
  • Enforce safety regulations and conduct personnel safety training and educational seminars in the use of tools, equipment, and work procedures.
  • Assist with plant surveys and inspections for cross-connection control in conjunction with the Los Angeles County Health Department, Central Basin Municipal Water District, and the State Water Resource Control Board (SWRCB).
  • Provide recommendations on latest meter technology and use system software to troubleshoot and implement efficient work procedures to reduce re-reads and improve accuracy of meter reading.
  • Submit reports to SWRCB, assist with the Water Loss Audit report, and the Electronic Annual Report (EAR) and other State and Federal reporting requirements.
  • Establish procedures and practices to meet new State requirements, such as AB 1668 and SB 606, establishing guidelines for efficient water use practices and complying with indoor and outdoor water use budgets.

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