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Customer Service Supervisor ID-22953

 

 


We are looking for a proactive and detail-oriented leader to join our team as a Customer Service Supervisor. In this role, you will lead a high-performing team committed to delivering exceptional customer service. Your contributions will help drive continuous improvements in service delivery, foster a collaborative team environment, and maintain a strong commitment to high-quality customer care. The ideal candidate is engaged, motivated, a strong leader who sets an excellent example for other team members. We value innovation and leadership as you support your team in our primary goal to provide exceptional customer service.

Raleigh Water provides water and sanitary sewer services to about 200,000 metered customers. Our mission is to provide safe, sustainable water services for our customers while protecting public health and contributing to the economic, environmental, and social vitality of our communities. 

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Location: Raleigh Water Operations Center, 3324 Lake Woodard Dr., Raleigh NC - with FREE parking! 


Position may be able to work a hybrid remote (2 days per week remote, 3 days in the office) schedule after 6-month probationary period and successful demonstration of skills and competencies.

Duties and Responsibilities

  • Lead and supervise a team of customer service representatives, ensuring productivity and efficiency

  • Provide guidance, training, and support to customer service staff to enhance performance and customer satisfaction

  • Foster a positive and inclusive team environment while encouraging continuous professional development

  • Interact with customers via phone, email, and in-person inquiries to address concerns and provide solutions related to water services

  • Monitor customer interactions and implement strategies for improved service quality

  • Manage escalated customer cases and work closely with leadership to resolve complex issues

  • Ensure compliance with City of Raleigh policies, procedures, and service standards

  • Analyze customer service metrics and develop strategies for continuous improvement

  • Recommend and implement improvements to operational processes, procedures, and related training

Typical Qualifications

Education and Experience:
Associates Degree in business administration or related field and four years of advanced customer service experience, preferably in area of assignment

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Additional Information

Knowledge, Skills and Abilities:

  • Very strong verbal and written communication skills and ability to handle stressful situations calmly

  • Must be highly motivated and detail oriented with the ability to work within strict time frames

  • Must be able to multi-task and handle customer calls, database entry, and paperwork simultaneously

  • Ability to support and adapt to change quickly and positively. Ability to work independently and work harmoniously as a team leader

ADA and Other Requirements:

Positions in this class typically require: fingering, grasping, talking, hearing, seeing and repetitive motions.


Sedentary Work:

Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.


Working Conditions:

Work is routinely performed in an indoor, office environment.


Note:

This job classification description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position.



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