New

Customer Service Supervisor (WWS Customer Call Center)

Broward County, Florida
$48,972.14 - $78,160.78 Annually
medical insurance, dental insurance, life insurance, vision insurance, vacation time, paid holidays, sick time, retirement plan
United States, Florida, Pompano Beach
Jun 17, 2025
REQUIREMENTS AND PREFERENCES The Broward County Board of County Commissioners is seeking qualified candidates for: CUSTOMER SERVICE SUPERVISOR - WATER AND WASTEWATER SERVICES BUSINESS OPERATIONS DIVISION. THIS JOB ANNOUNCEMENT WILL REMAIN OPEN UNTIL A SUFFICENT NUMBER OF APPLICATIIONS ARE RECEIVED AND MAY CLOSE AT ANYTIME. The Water and Wastewater Services Business Operations Division (WWS-BOD) is seeking a self-motivated, organized, and reliable Customer Service Supervisor (CSS) for its Call Center Operations. The ideal candidate for CCS will frequently handle multiple tasks/phone calls and other requests and interruptions. The CSS must have the ability to concentrate, handle escalated customer calls, review customer accounts/bills and function effectively in a fast-paced call center environment. The ideal candidate must be able to deliver exceptional customer service/call center experience to customers over the phone, and email in a clear, concise, and professional manner. Computer proficiency and intermediate knowledge of Microsoft Office/Outlook 365 is preferred. Candidate should also be able to utilize essential office equipment such as a copy machine, scanner, and fax. General Description Supervisory and administrative work in the collection and management of revenue accounts, customer service work in a call center environment. Works under general supervision, independently developing work methods and sequences. Minimum Education and Experience Requirements -Requires two (2) years in customer service/call center work, sales and cash handling or closely related experience including six (6) months of lead work/supervisory/call center experience. -Call center work/supervisory experience. Special Certifications and Licenses Possess and maintain a Florida Class E Driver's License based on area of assignment. Preferences Associate's Degree or higher in Business, Public Administration or closely related field. Customer Service Supervisor/Manager Certification Fair Debt Collection Practices Act Certification At least (2) years of experience using Energy (Peace Software), or a similar utility billing software. At least (2) years of experience using Maximo, or a similar maintenance management software. At least (2) years of experience working in a utilities environment. At least (2) years of experience using Kronos. Fluency in another language (i.e. Spanish, French, Creole, Portuguese, Arabic, Chinese, etc) DUTIES AND RESPONSIBILITIES The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary. Monitors and oversees the processing and collection of all payment activities to ensure payment files are uploaded timely, in the call center. Handles difficult customer payments and situations involving account disputes and/or collections. Makes appropriate adjustments to accounts for purposes of recovering or crediting funds. Communicates with others to maximize the effectiveness and efficiency of call center operations. Oversees staff daily performance to ensure customers calls are handled efficiently and effectively in the call center. Offers knowledge, guidance and training to Customer Service Representatives (CSR) in the call center. Advises staff of assigned tasks to complete and priority customer actions/activities in the call center. Assists staff with daily call center task such as customer payments, keying data entry, return check processing, scanning, or processing transactions and lien search requests. Research and evaluate customer complaints and employee grievances as per department policies and procedures and union contracts. Participate in pre-disciplinary and disciplinary meetings with employees/unions/management. Assists with communicating and disseminating water quality information and other outreach materials to WWS customers and/or the public. Maintains/updates various databases/software to ensure accuracy. Assists in disseminating information on Hurricane evacuation. Evaluates statistical call center data and databased as it pertains to employee performance and response times in the call center. Assists in hiring, interviewing, selecting, training, and evaluating customer service representatives, working in the call center via participation in interviews with management and Human Resources. Acts as liaison between various departments regarding call center operations and utility customer service functions. Performs related work as assigned. WORK ENVIRONMENT Physical Demands Physical demands refer to the requirements for physical exertion and coordination of limb and body movement. Performs light work that involves walking or standing most of the time and involves exerting up to 20 pounds of force on a regular and recurring basis, or skill, adeptness and speed in the use of fingers, hands or limbs on repetitive operation of mechanical or electronic office or shop machines or tools within moderate tolerances or limits of accuracy. Unavoidable Hazards (Work Environment) Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken. Involves routine and frequent exposure to toxic/caustic chemicals; explosives; violence. SPECIAL INFORMATION Competencies Manages Complexity Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options. Decision Quality Makes good and timely decisions that keep the organization moving forward. Knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions. Directs Work Provides direction, delegating, and removing obstacles to get work done. Delegates tasks, providing generally clear expectations to staff. Coordinates and integrates the team's work, reducing duplication. Measures team progress using the right indicators; recognizes when problems or shortfalls occur. Ensures Accountability Holds self and others accountable to meet commitments. Accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others. Interpersonal Savvy Relates openly and comfortably with diverse groups of people. Takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds. Communicates Effectively Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing. Situational Adaptability Adapts approach and demeanor in real time to match the shifting demands of different situations. Swiftly and easily adapts approach to a wide array of different or changing situations. Is inquisitive about evolving situations; identifies how to adapt early. County Core Values All Broward County employees strive to demonstrate the County's four core behavioral competencies. Collaborates: Building partnerships and working collaboratively with others to meet shared objectives. Customer focus: Building strong customer relationships and delivering customer-centric solutions. Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity. Values differences: Recognizing the value that different perspectives and cultures bring to an organization. Americans with Disabilities Act (ADA) Compliance Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request. Emergency Management Responsibilities Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned. County-wide Employee Responsibilities All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies. All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.