Program Supervisor, Customer Field Services

Overview

Under supervision of the Manager, Customer Service, leads and directs Customer Service field operations, including meter maintenance, meter reading, and customer response work. Assists the Manager, Customer Service with analyzing, planning, and implementing meter management programs, automated meter reading, automated work order production, efficient staff deployment, and safety initiatives.

• Leading and supervising the Meter Reading, Meter Maintenance, and Service Worker supervisors.
• Managing the recruitment, evaluation, and deployment of Field Services staff.
• Organizing Field Services resources in response to emergencies and wide-spread service outages.
• Communicating policies and procedures to Field Services staff.
• Communicating staff concerns and ideas to management.
• Ensuring Field Services equipment needs are met.
• Working directly with customers and Fairfax Water operations and engineering staff to resolve complex, sensitive service problems.
• Maintaining accurate records and reports related to Field Services operations.

• Assisting in the development of policies and procedures to promote quality customer service, safety, and efficient staff deployment.
• Assisting in evaluating, analyzing, and implementing effective meter maintenance programs, automated meter reading systems, and automated work order systems.
• Developing and implementing field-related components of Fairfax Water's customer information system.

• Graduation from high school, a minimum of eight years of progressively responsible experience in Customer Service field operations, including at least two years supervisory experience, or any equivalent combination of education, experience, and knowledge.
• Extensive knowledge of water meter operations and maintenance, meter reading operations, water service equipment and infrastructure, and safety regulations and practices.
• Familiarity with the concepts of strategic workforce management.
• Strong supervisory, leadership, organization, analytical, and planning skills.
• Ability to communicate effectively, verbally and in writing.
• Proficiency in SAP CCS and familiarity with MS Office programs.
• Capacity to work closely and effectively with co-workers and to deal tactfully and courteously with the public.

• Ability to work in varying weather conditions
• Ability to lift 20 lbs.
• Ability to overcome physical barriers (such as climbing through brush).