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Supervisor, Customer Service (Contact)

Employer
Fairfax Water
Location
Fairfax, Virginia
Closing date
Jan 31, 2023

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Industry
Utilities
Function
Customer Service
Hours
Full Time
Career Level
Experienced (Non-Manager)
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Job Details

Under the general supervision of the Program Supervisor, Customer Contact and Revenue Management, participates in and provides leadership and training to the Customer Contact group. Investigates and resolves complex customer issues. Tactically plans and monitors workload/resource allocation. Provides assistance to the Program Supervisor, Customer Contact and Revenue Management as needed.

 

Responsibilities:

 

Participates in and provides leadership and training to the Customer Contact group by:

  • Providing training to employees.
  • Conducting performance evaluations of Customer Contact personnel.
  • Leading Customer Contact recruitment activities. 
  • Providing Customer Contact statistical data for weekly and monthly reporting.
  • Researching inquiries by accessing customer information system records and other historical records.
  • Responding to escalated customer inquiries via telephone, face to face interaction, email, or written correspondence. 
  • Maintaining Fairfax Water’s policies and procedures, especially in regard to Customer Contact practices. 
  • Performing the following tasks as workload priorities require:
  • Opening, closing and modifying customer accounts.
  • Opening, closing, and modifying service orders.
  • Billing adjustments to correct late charges assessed in error.
  • Scheduling field work appointments.
  • Preparing written responses to customer inquiries.
  • Dispatching customer service requests to field representatives.
  • Coordinating unmetered service line leak communication and resolution.
  • Acting on behalf of the Supervisor, Customer Service when necessary.
  • Performing other duties as assigned or required.

 

Qualifications:

 

  • Graduation from a college or university with an associate degree in a business-related field and a minimum of six years progressively responsible related experience, or any equivalent combination of education, experience and knowledge.
  • At least one year of relevant experience has been in a leadership capacity performing tasks similar to this position. Experience with using and interrogating a Customer Information System (CIS); familiarity with SAP preferred.
  • Ability to work independently and exercise good judgment.
  • Ability to efficiently plan, assign, and supervise a fluctuating workload.
  • Ability to issue and carry out oral and written instructions.
  • Excellent communication skills and ability to interact courteously with the public and fellow coworkers.
  • Proficiency with computer operation and ability to quickly learn software applications.
  • Ability to respond to emergencies and work overtime when necessary.
  • Must pass a controlled substance (drug) test for employment. 

 

Company

Fairfax County Water Authority (Fairfax Water) is Virginia's largest water utility, serving one out of every five Virginians who obtain their water from public utilities. Nearly 1.5 million people in the Northern Virginia communities of Fairfax, Loudoun, Prince William and Alexandria depend on Fairfax Water for superior drinking water.

That's 1.5 million friends, neighbors and family members. We don't need any other reason to demand the highest in water quality standards!
Chartered in 1957 by the Virginia State Corporation Commission as a public, non-profit water utility, Fairfax Water operates four water treatment plants with a combined capacity of 262 million gallons per day. The plants include the Corbalis Treatment Plant, operating on the dependable and free-flowing Potomac River in the northwestern area of Fairfax County, and the Griffith Treatment Plant on the impounded Occoquan River in the southeastern area. Water is distributed throughout Fairfax Water's service area through nearly 3,200 miles of water mains.

Fairfax Water produces, on average, 148 million gallons of water per day. More than 235,000 mostly residential accounts in Fairfax County comprise about 60 percent of total water sales. Approximately 40 percent of total water sales are wholesaled to Loudoun and Prince William Counties, the City of Alexandria, the Town of Herndon, Ft. Belvoir and Dulles Airport. Revenues in 2005 were $120 million.

Fairfax Water is governed by a ten-member Board of Directors composed of Fairfax County citizens who are appointed by the elected Board of Supervisors of Fairfax County. A General Manager, supported by a senior staff of engineering and business professionals, manages the day-to-day operations of Fairfax Water.
Summary of Benefits
Regular Full-time Employees

PAID LEAVE
? Vacation Days Per Year Service Years
13 0 < 3 years
19 3 < 15 years
26 15+ years

? Sick Leave
13 days per year for you and/or your household dependent's illness and care.

? Holidays
JAN New Year's Day, Inauguration Day & Martin Luther King Day
FEB Presidents' Day
MAY Memorial Day
JULY Independence Day
SEPT Labor Day
OCT Columbus Day
NOV Veterans' Day, Thanksgiving Day & Day After Thanksgiving
DEC Christmas Eve (1/2 Day) & Christmas Day
** Plus one Discretionary Holiday to be taken during the calendar year.

INSURANCE
? Health which also includes Medical / Dental / Vision / Rx
? Life
? Long-Term Disability (effective after 36 months of employment)
? Voluntary Long-Term Care (at employees' cost)

RETIREMENT

? Fairfax Water Retirement Plan
? 457 Plan (similar to a 401(k) plan)

ADDITIONAL BENEFITS

? Tuition Reimbursement
? Professional Development
? Child/Adult Care Reimbursement Plan
? Flexible Spending Accounts
? Holiday Parties and Picnics
? Credit Union Membership
? Direct Deposit

Fairfax Water is committed to providing comprehensive benefits to our employees and their eligible dependents, as well as opportunities for continued education and professional development.

Employee-paid premiums and contributions are deducted on a pre-tax basis.

This review is intended to be a brief summary of the major benefits provided by Fairfax Water. In all instances, plan documents and policies govern the eligibility and administration of each benefit plan.

Company info
Website
Location
8570 Executive Park Avenue
 Fairfax
VA
22031
US
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