Customer Service Supervisor

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Monte Vista Water District, a county water district formed in 1927, located in western San Bernardino County, provides retail and wholesale water services to a population of over 141,000 in the communities of Montclair, Chino Hills, and portions of Chino. The District presently has approximately 12,000 metered retail connections that serve residential, commercial, industrial, institutional, landscape irrigation, and agricultural uses.

The District is dedicated to quality, service and innovation to its communities and employees. Our mission statement guides our decisions and actions to reflect our commitment to provide high quality water service while ensuring fiscal responsibility, ethical conduct, and environmental stewardship. We are proud to have 41 employees that exemplify our core values and provide outstanding service.

The Position 

Monte Vista Water District is currently seeking a highly motivated professional to fill the Customer Service Supervisor position. This is a mid-management classification. This position will be responsible for ensuring that the day-to-day activities of the customer service department meet accepted quality customer service and operational standards. Responsibilities include providing work training, direction and review to staff, in addition with assisting with short and long-range planning for assigned areas. Incumbents are highly competent in the varied issues associated with water usage and related services. 

Examples of Responsibilities

• Supervises day-to-day operations of customer service personnel, including providing direction, overseeing staff duties; provides training, motivation, and evaluation for staff; assigns and schedules tasks; analyzes and makes recommendations regarding procedures and policies.
• Participates in the development and implementation of goals, objectives, policies and priorities for assigned areas; recommends within departmental policy appropriate service and staffing levels; recommends and administers policies and procedures.
• Plans, directs, coordinates and assists in the customer service activities; payment processing and proper fee collection; account maintenance; complex customer billing and bad debt collection.
• Oversees coverage of the front office opening and completion of daily cash counts, deposits, and cash log reports.
• Addresses and resolves the more complex and/or escalated customer service issues including complex billing and service issues; authorizes adjustments.
• Establishes schedules and methods for providing meter-reading services; maintains meter-reading schedule; re-reading meters due to unusual consumption.
• Participates in the selection of customer service staff; provides or coordinates staff training; counsels employees on performance issues and works with staff to correct deficiencies; and implements disciplinary and termination procedures, where appropriate.
• Participates in the development and implementation of assigned areas’ annual budget; submits budget recommendations and prepares detailed cost estimates with appropriate justifications, as required; monitors expenditures.
• Determines and recommends equipment, materials, and staffing needs for assigned areas, projects, and programs; reviews needs with appropriate management staff; allocates resources accordingly.
• Prepares analytical and statistical reports on operations and activities; presents reports to staff, Board of Directors and Board Committees.
• Trains staff in work and safety procedures and in the operation and use of equipment and supplies; implements procedures and standards.
• Coordinates and confers with other departments on questions regarding matters related to assigned areas of responsibility.
• Coordinates with Field Services to perform customer service duties including investigating water use issues; assisting customers in resolving consumption, water quality, and pressure problems.
• Attends and participates in professional group meetings; stays abreast of new trends in assigned areas. 

Education and Experience

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

• A high school diploma or satisfactory equivalent supplemented by specialized training in meter reading and customer service, and four (4) years of increasingly responsible experience in customer service, utility billing, and meter reading, of which at least one (1) year of experience was in a lead or supervisory capacity. Equivalent to the completion of an Associate’s Degree is desirable.

Licenses and Certifications

• Possession of a valid California Driver’s License and a satisfactory driving record.

Hours and Location

Monte Vista Water District is open to the public from 7:30 am to 5:30 pm Monday – Thursday. The District is located at 10575 Central Ave., Montclair, CA 91763.  

Applications

A District application is required and can be completed here, or can be obtained in person at our business address: Monte Vista Water District, 10575 Central Avenue, Montclair, CA 91763. A full job description is available here and at the District office.  

Assistance for Individuals with Disabilities

MVWD does not discriminate on the basis of disability. If you have a disability and need an accommodation to participate in the application, testing, or interview process, please notify Human Resources immediately. MVWD is an equal opportunity employer.

Salary: $50.10 – $65.75 per hour

Application deadline: February 25, 2025 at 5:00 PM. Resumes will not be accepted in lieu of a completed application.