Tampa Skyline
Tampa Skyline
Tampa Skyline

Supervisor-Consumer and Support Services

Recruitment #191011-001650-001

Introduction

Health, vision, dental, and life insurance; annual and sick leave; paid holidays; pension and tax-deferred compensation (457) plans; and more.

Nature Of Work

The employee in this class is responsible for overseeing the work of subordinate employees engaged in: support services such as meter reading, training, process improvement, safety, as well as the department’s consumer affairs activities, focusing on water conservation and consumer awareness. Under direction, the employee develops, implements and monitors programs in the assigned areas to enhance services. Work is of more than average difficulty, requiring the application of considerable initiative and independent judgment in significant contact with both internal and external customers requiring the ability to interact with a variety of individuals and groups. Work is reviewed through conferences, reports submitted, and results achieved.

Examples of Duties

Oversees conservation programs and other energy related initiatives; supervises and provides direction to staff engaged in: developing and implementing consumer awareness material and other communications tools; developing plans for indoor and outdoor water use efficiency programs; preparing implementation timetables; coordinating and managing public relations and public awareness programs; developing various materials and techniques for providing conservation information to the public.

Oversees the Divisions Consumer Services training and Process Improvement. Oversees safety programs, training and related reporting.  

Serves as liaison with other operating departments; resolves escalated customer complaints.

Oversees the coordination with regional water regulatory agencies and other public and private partners on joint water conservation projects. Plans, assigns, supervises, and reviews the work of subordinate employees; recommends employment, promotion, transfers; completes employee performance evaluations; responds to grievances and approves leave requests; administers discipline as required.

Develops, implements and reviews team goals; analyzes individual and team metrics; prepares performance reports.

Prepares reports and correspondence; develops and manages section budgets and work processes.

Performs related work as required.

Knowledge, Skills & Abilities

Considerable knowledge of: methods and techniques used in water conservation and in related public education programs and initiatives. Working knowledge of: federal, state, and local legislation affecting water conservation; utility billing practices, customer care applications and customer complaint resolution; work order processes, and other operating procedures; safety programs, training initiatives and reporting; other operating department practices and procedures; team dynamics, team building and diversity. Ability to: write and speak clearly and succinctly in a variety of communication settings; oversee the development of education and public awareness programs; plan, assign, direct, and coordinate the work of employees in a manner that promotes full performance; establish and maintain effective working relationships with city employees, school officials, regulatory agencies, and the public; analyze data, draw sound conclusions and solve problems. Skill in: making presentations in a variety of settings.

Minimum Qualifications

Graduation from an accredited college or university with a bachelor’s degree in education, management, economics or a related field and five (5) years of experience in customer complaint resolution and two (2) years in supervisory experience; or, high school with ten (10) years of experience in customer complaint resolution including five (5) years in utilities service and five (5) years in supervisory experience.

Licenses or Certifications

Possession of a valid drivers license may be required.

Examination

Evaluation of education and experience.

Conclusion

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