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Supervisor, Customer Service Quality Assurance

Employer
Fairfax Water
Location
22031, Fairfax
Salary
$93,528 - $153,220 (annually) + great benefits
Closing date
Jul 6, 2023

Job Details

Under limited supervision of the Manager, Customer Service, provides business process and functional expertise to the Customer Service Department, including Contact, Revenue Management, and Field Services. Responsible for developing, creating, and implementing quality processes and procedures, and making recommendations for enhancements to training and program materials as needed to enhance the overall Fairfax Water’s customer experience. 

Typical Responsibilities:

  • Provides leadership, technical guidance, and supervises employees in the Customer Service Support Specialist and Business Analyst roles.  
  • Identifies end-user and systematic problems and recommends solutions.  
  • Works with other Customer Service supervisors to identify areas of service improvements and to implement solutions, including review and audits of Customer Service transactions, staff interactions with customers, and review of customer survey responses. 
  • Develops programs that improve the overall quality of the customer’s experience when interacting with Customer Service staff.  
  • Serves as the liaison between the Customer Service Department and technology support groups to coordinate and support the completion of quality assurance initiatives.  
  • Monitors and tracks performance metrics to develop business and functional requirements needed to resolve issues, update and/or enhance customer service processes, procedures, business systems functionalities and service features.  
  • Analyzes transactions, proactively identifies potential problems, and works with the Customer Service Department and technology support groups to implement solutions.
  • Develops new and/or updates existing queries and validates accuracy prior to distribution. 
  • Ensures departmental processes are properly documented and followed, and that policies and procedures are in compliance with regulatory and internal requirements and best practices. 
  • Assists in the identification of other relevant issues within the department and participates in the creation of innovative solutions and/or the implementation of new procedures. 
  • Coordinates delivery and oversees training activities for the various field and office groups within the Customer Service Department.
  • Works with other Customer Service supervisors to ensure all training, codified Standard Operating Procedures, and SharePoint information is current.
  • Interacts with other departments within Fairfax Water as well as other organizations on issues related to Customer Service functions. 
  • Facilitates communication between management and staff. 
  • Responds verbally and in writing to sensitive and complex customer inquiries.   
  • Assists with the planning and specification of major projects.
  • Assists with the review of proposals and the selection of outside consultants.
  • Attends industry conferences, workshops, seminars, and product demonstrations. 
  • Performs other duties as assigned or required.  

Typical Qualifications:

  • Graduation from an accredited four-year college or university with a bachelor’s degree in computer science, business, or closely related field, and a minimum of five years of progressively responsible operational experience in Customer Service and Customer Information Systems (CIS), process improvement, project management, or any equivalent combination of education, experience, and knowledge.  
  • Three years of supervisory or project lead experience is preferred.
  • Six Sigma or similar certification in business process analysis and continuous improvement is preferred.   
  • Ability to quickly comprehend Fairfax Water Customer Service processes and functions.  
  • Proficiency with a personal computer and ability to quickly learn software applications. 
  • Strong experience with enterprise resource systems. SAP is preferred. 
  • Strong Microsoft Office and SharePoint experience with advance Excel skills. 
  • Strong analytical skills and the ability to work with large data sets.  
  • Strong organizational skills with the ability to multi-task and meet deadlines.
  • Excellent written and verbal communication skills.  
  • Ability to understand and follow written and oral instructions.  
  • Ability to plan and organize with a high degree of effectiveness.  
  • Ability to work independently and as a team member on complex projects.  
  • Ability to establish and maintain productive working relationships with coworkers, fellow supervisors, and the public.  
  • 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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