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Customer Service Supervisor

Company: Eagle River Water and Sanitation District
Location: Vail
Posted on: June 7, 2021

Job Description:

In Search Of YOU: You are someone who considers yourself not just a customer service specialist but a team leader, supporting customers needs with information and responsiveness and backing up your team. You know everyone by their first names. You are someone who needs to learn and do something a little different each day. You are kind, enthusiastic, energetic, and a skilled communicator. You are so detail oriented that you can find the needle in the haystack. You want to have fun with your team at work and you believe that if the team is successful, you are successful.


You are looking for a job that serves the community and makes a difference. We are looking for someone like YOU.

Why work for us? The work you will do as a Customer Service Supervisor allows you to both support our customer service specialists and be an advocate for our customers. This role plays an essential role in water quality in our community. Not to mention our excellent health benefits, housing program, and ample opportunities for training and development.

The Day to Day:

  • Provide leadership, direction, and performance feedback to Customer Service Specialist staff consistent with ERWSD mission, vision, values, policies, and programs
  • Ensure staff coverage, monitor scheduling, and assigns duties to ensure efficient operations of Customer Service programs and staff.
  • Provide back-up coverage when required.
  • Support the customer service team through all their duties:
    • Receiving, handling, and interacting with customers concerning all matters such as processing service connections and disconnects delinquent accounts, service and trouble orders, high bill complaints and disputed bills.
    • Investigates and resolves non-routine customer complaints.
    • Approves all special actions related to delinquent accounts; recommends filing of liens as appropriate.
    • Performs an audit of all new customers files to be set up for billing to ensure that all documents are in order and billing information is complete and accurate.
  • Reviews, revises and maintains office workflow system and procedures
  • Train or coordinate the training of new Customer Service Specialists along with answering questions from existing employees in the department.
  • Provide backup to the Utility Services team by being able to accomplish the following: utility cycle billing, utility payments, optimizing revenue streams, impact fee assessments, and conducting audits
  • Has direct supervisory responsibility as it pertains to performance or disciplinary action for the Customer Service team, and will prepare monthly, and annual reviews and provide performance management. Other duties include planning, assigning, and directing of work for customer service specialists in accordance with organizational policy and applicable laws.
  • Bachelor's degree (B.A.) from four-year college or university in Business Administration or related field and two to three years related experience and/or training; or equivalent combination of education, training, and experience.
  • Demonstrated ability to manage multiple projects and to meet stated customer-initiated deadlines.
  • Must be able to write reports, business correspondence, and procedure manuals and effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • This role requires a high proficiency with technology, the ideal candidate has skills that include knowledge of the Microsoft Office Suite and data base management. Knowledge of CIS Infinity system helpful. Strong experience in Cloud Based Technology and software management and integration preferred.
  • Strong database management and data analysis experience necessary to succeed in this role.
  • Excellent communications skills, both verbal and written. Results oriented with a strong commitment to customer service.
  • Organizational skills and ability to prioritize develop directives and deadlines and manage process of all projects.
  • Customer service skills; experience working with the public and utilizing customer service skills internally and externally.
  • Must possess a valid Colorado Driver's license within 30 days of full-time employment and be insurable under District's standards.
  • Must obtain CPR/First Aid Certification within the first six (6) months of employment.

The range for this role is $54,662.40-$81,972.80/yr. Starting range depends on qualifications but generally falls within the minimum and midpoint of the pay range.

All District employees must submit to a pre-employment drug screen and extensive background check.

For a full job description, email erwsdjobs@erwsd.org

All applicants must apply online in order to be considered.

Keywords: Eagle River Water and Sanitation District, Vail , Customer Service Supervisor, Other , Vail, Colorado

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