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Golden State Water Company · 3 months ago

Field Customer Service Superintendent

San Dimas, CA

Full-time

Onsite

Senior Level, Lead/Staff

$95K/yr - $161K/yr

10+ years exp

Golden State Water Company is one of the largest investor-owned water utilities in the United States. The Field Customer Service Superintendent is responsible for overseeing customer service activities, ensuring compliance with company standards, and managing a team to deliver quality service to the community.

DeliveryInfrastructureQuality AssuranceTransportationWater

Responsibilities

Supervises CSA related activities involving meter reading exceptions, field service requests/investigations, severance and follow-up activities

Monitors adherence to meter reading schedules and field service dispatch and completion priorities

Monitors meter reading route times and rerouting of customer accounts to maintain compliance with established company standards and efficiency improvements

Works with the CSC’s Quality Assurance Team and the CSAs to review and analyze system generated reports on meter reading problems, route status and field activity completions and implements solutions/improvements

Identifies new hire and refresher training needs for CSA assigned staff and coordinates training delivery

Identifies and communicates group and individual performance measures and expected performance levels, assesses team/individual performance and realigns performance measures

Provides input and guidance on CSA customer service activities with a focus on achieving and maintaining consistency in customer service activities across all CSAs

Makes recommendations for business or technology improvements to promote consistency across all CSAs

Ensures compliance with regulations and Company policies, changing operating procedures

Interacts with customers and resolves concerns and complaints

Communicates with local government officials, company management and staff, customers, CPUC, and others

Develops and maintains an effective employee relations plan; supervises and evaluates the performance of assigned personnel

Participates in capital budget, rate case and long-term planning

Performs other duties as assigned

Qualification

Water Distribution LeadershipCustomer Service ManagementWater Supply ExperienceSWRCB Water Distribution D2 CertificationProject ManagementPC ApplicationsEmployee RelationsMechanical Equipment KnowledgeUnderstanding Instructions

Required

High school diploma or equivalent required

Ten years of progressive water industry experience, including five years of significant, advanced experience in customer service, water supply, and distribution activities

Ability to support complex projects

Must possess demonstrated writing skills

Familiar with basic PC applications

Valid California driver's license

Preferred

Bachelor's Degree preferred

Five years prior water supply and distribution leadership experience preferred

SWRCB (formerly CA DPH) Water Distribution D2 Certification highly desirable

Water system oversight experience highly desirable

Benefits

Medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents

Paid vacation and sick time

Twelve Company paid holidays per year

401(k) retirement plan

Defined Contribution Profit Sharing retirement plan

Life, AD&D, and LTD insurance

Health savings account

Flexible spending plans

Company

Golden State Water Company

Founded in 1929, Golden State Water Company (Golden State Water) is an investor-owned public utility that provides water service to more than 1 million customers in over 80 communities in Northern, Coastal and Southern California.

Founded in 1929

San Dimas, California, USA

501-1000 employees