Customer Service Supervisor

Customer Service Supervisor

The Customer Service Supervisor leads daily operations for our customer service team, providing coaching, performance support, and operational oversight. This position oversees CSR staff handling of billing inquiries, payment processing, and service requests for 200,000+ utility customers across seven municipalities. About You; You're an experienced leader who believes every customer interaction matters and every team member deserves supportive coaching. You bring calm, patient leadership to fast-paced environments and know how to motivate staff, resolve complex issues, and maintain service excellence even during peak demand. You have supervisory experience in call centers or customer service and are passionate about developing your team's capabilities. You're organized, tech-savvy, and confident coaching staff, monitoring performance metrics, and improving processes. Most importantly, you're a clear communicator and excellent problem-solver who handles escalations with professionalism and care. About Us : Raleigh Water serves 600,000 people across seven municipalities. Our Customer Care & Billing Division is a 70-person team providing essential services. You'll work at our Operations Center on Lake Woodard Drive with free parking. The City offers excellent benefits, generous leave, retirement contributions, and opportunities for professional growth.

Supervises and coaches call center staff, including scheduling, performance monitoring, and development

Monitors operations and service quality, ensuring timely and professional customer support

Responds to escalated billing and service issues, working with staff to resolve concerns

Develops and maintains coaching programs, onboarding processes, and service procedures

Analyzes performance data and implements process improvements

Ensures that the team meets quality standards and service level agreements

Education and Experience : Associate Degree or 2 Years of College in Public Administration, Business Administration or related field; 3 to 5 years' experience in customer service, utility system asset management, inventory control, or related work OR Any equivalent combination of training and / or experience that provides the required knowledge, skills and abilities may be substituted

Knowledge of : Customer service principles and call center best practices; Utilities billing operations and account management processes; Performance metrics and quality assurance standards; Coaching and staff development methodologies

Skill In : Team supervision including coaching, scheduling, and performance feedback; Clear and professional verbal and written communication; Ability to analyze call center data and service metrics; Proficiency with customer service software and Microsoft Office Suite; Strong time management and delegation abilities; Professional handling of customer escalations

Ability To : Build trust and rapport with staff, customers, and internal partners; Stay composed and solution-focused under pressure; Prioritize tasks and delegate effectively in fast-paced environment; Support continuous staff development and training; Adapt to new systems and procedural changes

ADA and Other Requirements : Work Environment and Physical Effort : Sedentary : Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and / or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Work Environment : Work is typically performed in an office or similar indoor environment. Work Exposures : Work in this position does not require frequent environmental exposures. City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.