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Customer Service Operations Lead

2 months ago

Clinton, Connecticut, United States Connecticut Water Full time

We are currently seeking a **Senior Field Service Supervisor** to join our **Customer Service Operations** team. Our commitment to environmental sustainability drives us to provide high-quality water services to communities. We prioritize employee growth through training and development initiatives, coupled with a competitive benefits package and retirement plans.

The **Senior Field Service Supervisor** will play a crucial role in delivering exceptional customer service by effectively scheduling and guiding the activities of the Customer Service Team. Responsibilities may vary by region and will include overseeing customer service operations related to the maintenance and functionality of the Company’s distribution systems, such as meter readings, addressing water quality concerns, and managing hydrant services. Additionally, this role involves supervising emergency repair operations and supporting customer service functions.

This position entails leading the Customer Service Team by coordinating schedules, managing resources, and monitoring performance to achieve Company and regional service objectives. Collaboration with the Superintendent is essential for effective team management.

Clear communication with team members and leadership is vital to ensure alignment with Company values and objectives. The supervisor will also be responsible for the training and development of team members, ensuring they possess the necessary skills to perform their duties effectively.

Administrative responsibilities include creating and closing work orders, maintaining up-to-date operational records, generating monthly performance reports, and managing invoices and purchase orders.

The supervisor will oversee meter reading activities in accordance with the Company’s billing cycles, identify operational efficiencies, and allocate resources effectively.

Responsibilities also include maintaining distribution assets, which involves flushing mains, hydrant upkeep, service box repairs, and other necessary system maintenance.

In this role, you will coordinate with customers and local officials to foster positive relationships and ensure smooth customer service operations.

Collaboration with contractors is essential to ensure compliance with Company standards, including safety, water quality, and customer satisfaction. This role may also involve overseeing regional maintenance activities.

The Company is dedicated to providing a safe working environment. This position requires adherence to all safety protocols, including those outlined in the Company Safety Manual and relevant regulations.

Additional duties or special projects may be assigned as needed.

Minimum Qualifications

Education: High School Diploma

Skills:

  • Water Quality Management - High Proficiency
  • Hydraulic Modeling and Design - High Proficiency
  • Respirator Use - Required
  • Computer Skills - High Proficiency
  • Analytical Problem Solving - High Proficiency
  • Effective Communication - Required

Licenses and Certifications:

  • Commercial Driver's License (CDL) - Required
  • Valid Driver's License

Experience: 3 to 5 years in Field Services or a similar role.