Customer Engagement Supervisor
Category: Classified
Pay Grade: C27
Job Code: 17011
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.
JOB SUMMARY
This is highly responsible problem-solving work supervising subordinates in the coordination and administration of the Business & Customer Services Division in the Utilities Department. Performs field and administrative work that supports the manager’s overall responsibilities for responding to customer requests for explanations regarding the services Pinellas County Utilities (PCU) provides. This role also involves supervising a team that monitors the systems that depict the opportunity to provide proactive engagement with customers to identify potential service anomalies at their property. This position is responsible for scheduling staff’s daily work, including manual meter reads and meter read verification, service notification response (overreads, high reads, meter locates, and work performed to correct cellular communications failure caused by the cellular endpoint devices at the meter. Maintains public contact after receiving complaints and making simple investigations and explanations; provides guidance, training, and assistance to the Customer Engagement team Specialists. Performs employee performance evaluations, frequent checks on fieldwork schedules, and purchasing equipment, while maintaining budget requirements.
ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)
- Supervises, trains, assigns, and evaluates the work of the Customer Engagement Specialists;
- Reads water and sewer meters using an electronic meter reading device for assigned wholesale accounts and records readings for wholesale accounts;
- Examines meter installations for leaks and improper registration of consumption, reports faulty meters, and inspects visible plumbing for water leakage;
- Investigates and resolves complex or difficult customer issues related to requests for water service and billing inquiries;
- Answers consumer inquiries concerning water consumption;
- Oversees and assigns new codes and changes on accounts to ensure proper identification and billing;
- Assists the Customer Engagement Specialists personnel in the location and verifying of service addresses;
- Assist the Customer Engagement Coordinator with preparing the section’s budget;
- Research AMI water meter installations using current software, e.g., GIS, City Works, SAP, and Beacon;
- Resolves issues with AMI water meter alerts, e.g., cellular endpoint device tampering (no communication within 48 hours); no recent endpoint communication (readings can’t be obtained), meter/encoder alarms (potential encoder removed, or reached temp limit), or encoder communication error (communication error between encoder and endpoint);
- Investigates and reports water theft;
- Receives and responds to inquiries, concerns, complaints, and requests for assistance regarding areas of responsibility;
- Attends meetings, workshops, training, etc., as appropriate to enhance job knowledge and skills;
- Inspects meter problems in the field as necessary; reads meters and conducts meter flow/consumption tests;
- Participates in field activities such as move-in reconnections, move-out’s, terminations, customer requested disconnects/reconnections, data logs/flow tests, and field investigations, e.g., high bills, meter to property, covered meters, and locating devices;
- Ensures that best practices are followed between the Customer Services Section and other Utilities Department divisions;
- Identifies deficiencies in operations, business processes and customer service that require amendments to operating policies and procedures;
- Track trends of customer needs, expectations, and recurring problems, analyzes, develops, and updates customer service process; prepares flowcharts and makes recommendations for changes;
- Performs research and compiles reports;
- Analyzes issues and impacts affecting Pinellas County utility customers;
- Structures cross-departmental work groups;
- Mentors, coaches, counsels, and provides leadership and recognition to employees in the work unit, which results in an increased service level to the customers;
- Facilitates information sharing between departments for the collection, analysis, evaluation, and presentation of data for the purpose of streamlining and closing gaps on work processes;
- Serves as an ambassador for the organization by creating a positive experience for internal and external customers;
- Ensures efficient and effective field processes taking initiative to meet business goals;
- Performs other related duties as assigned.
QUALIFICATIONS
Education and Experience:
High school diploma or GED that includes three (3) years of experience in public contact related work or outdoor field work; or two (2) years of post-high school technical or college level courses in end-user computer entry, data analytics, and meter management; or an equivalent combination of education, training, and/or experience.
Special Qualifications (May be required depending on area of assignment):
- Two (2) years of relevant prior experience.
- Experience investigating customer consumption complaints.
- At least two (2) years supervisor experience.
- Experience contacting customers and explaining consumption.
- Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.
- Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
- Sufficient physical strength and agility to permit walking all day under varying weather conditions.
- Other highly desirable knowledge, skills, abilities, and credentials required for a specific position.
Highly Desirable:
- Budget knowledge/experience;
- Microsoft software experience (Word, Excel, PowerPoint, Teams, Visio).
Knowledge, Skills and Abilities:
- Knowledge of addition and subtraction, multiplication, and division, and/or calculating ratios, rates, and percentages;
- Knowledge of geography and street locations of the County;
- Knowledge of rate structures, billing rates classifications, policies, and procedures of County sewer districts;
- Knowledge of County utility billing practices and procedures;
- Knowledge of laws and rules governing procedures and legal requirements encountered in government office operations;
- Knowledge of departmental organization and functions;
- Knowledge of research techniques, methods, and procedures;
- Skill in making formal oral presentations to staff;
- Ability to gather, organize, analyze, examine, or evaluate data or information and may prescribe action based on such data or information;
- Ability to provide information, guidance, or assistance to people to directly facilitate task accomplishment; may give directions or assignments to helpers or assistants;
- Ability to handle or use machines, tools or equipment requiring brief instruction or experience, such as computers for data entry, fax machines, copiers, telephones, or similar equipment; may service office machines, including adding paper and changing toner;
- Ability to perform skilled work involving rules/systems with almost constant problem-solving;
- Ability to read technical instructions, procedures, manuals, and charts to solve practical problems; composing routine reports and specialized reports, forms, and business letters with proper format; speaking compound sentences using normal grammar and word form;
- Ability to perform clerical, manual, or technical tasks prescribed by standard practices, but which may require computation, the use of several procedures, and the use of independent judgments with obvious choices; requires normal attention for accurate results;
- Ability to guide others, requiring frequent decisions affecting co-workers and others who depend on the service or product; works in a somewhat fluid environment with rules and procedures but with many variations from the routine;
- Ability to make minor decisions in accordance with laws, ordinances, regulations, and departmental policies and procedures;
- Ability to apply computer applications and software;
- Ability to express oneself clearly and concisely, orally and in writing;
- Ability to accurately read water meters using electronic devices;
- Ability to conduct research;
- Ability to make simple arithmetical calculations rapidly and accurately;
- Ability to learn routine data entry functions;
- Ability to maintain effective public relations;
- Ability to read maps;
- Ability to use or repair small and medium equipment and machinery;
- Ability to communicate effectively in verbal, written, graphic and visual form.
PHYSICAL/MENTAL DEMANDS
The work is considered light in nature and involves walking or standing much of the time and involves exerting up to 75 pounds of force on a 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. The work requires the following physical abilities to perform the essential job functions.
- Balancing: Maintaining body equilibrium to prevent falling while walking, standing or crouching on narrow, slippery, or erratically moving surfaces. The amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
- Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized.
- Crawling: Moving about on hands and knees or hands and feet.
- Crouching: Bending the body downward and forward by bending leg and spine.
- Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
- Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Grasping: Applying pressure to an object with the fingers and palm.
- Handling: Picking, holding, or otherwise working, primarily with the whole hand.
- Kneeling: Bending legs at knee to come to a rest on knee or knees.
- Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
- Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.
- Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
- Reaching: Extending hand(s) and arm(s) in any direction.
- Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
- Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone; and to hear recording on transcription device.
- Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
- Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
- Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Repetitive motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
- Standing: Particularly for sustained periods of time.
- Stooping: Bending body downward and forward by bending spine at the waist. Occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
- Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
WORKING CONDITIONS
Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs.