7J67
WATER CUSTOMER SERVICES SUPERVISOR

• Plans, schedules, assigns, and reviews the work of a staff engaged in water meter replacement, repair, installation and clerical activities; designs and presents training sessions on shop and field safety and courtesy and customer relations to subordinates; plans, develops and implements new metering proposals and procedures to improve the water metering system; conducts field trips to review performance of field investigational staff and oversees and directs special water metering projects; plans, implements and assigns the work of the water meter rotation project.
• Inspects new meters for conformance to specifications; reviews test results of new meters; recommends acceptance or rejection of bids for new meters; recommends changes in water meter specifications.
• Meets with officials of the Water Department, other City departments and representatives of commercial and industrial organizations to recommend policy, adjust problems and facilitate activities relative to water metering activities.

• Supervises through subordinate supervisors the investigation and resolution of customer complaints concerning water service failures including short supply, discolored and/or foul tasting water, defective draining systems, flooded basements, and customer damage claims.
• Directs the investigation of complaints from the public concerning the distribution, pumping and filtration of water; works cooperatively with officials in other divisions and City departments to resolve complaints; oversees billing and revenue investigations of unaccounted for water usage and problem accounts.
• Develops and implements an instruction program for field personnel in the correct use of materials used in the installation of residential, commercial and industrial water connections; directs the proper handling of water code regulation and ordinance violations pertaining to water service connections; designs and implements training sessions on safety, courtesy, inspection procedures and other related water operations to employees.
• Participates in the administration of Homeowners Emergency Loan Program; authorizes the approval of emergency loans to homeowners for City Fund Abatement repairs; negotiates contracts with contracted plumbers and approves work assigned to the City Fund; reviews charitable water accounts; approves or rejects new charity applications based on the findings of field investigations; reviews or suggests a recommended settlement offered to customers filing small claims for water damage to property.

• Supervises field operations through subordinate supervisors; develops priority investigation target areas based on sample data analysis in consultation with departmental engineers; coordinates program activities with the Plumbing Repairs unit and other departmental units and City agencies.
• Reviews and monitors field activities through discussion with subordinate supervisors and review of field reports; periodically conducts site visits to spot-check supervisor and/or crew activities; monitors compliance with department field safety procedures; provides dye testing support and expertise to other departmental units.
• Reviews office and clerical activities through direct supervision of the administrative staff; monitors staff communications with customers; reviews updates of the Defective Lateral Computer System database; recommends software enhancements and improvements.
• Develops program service level goals; tracks progress on monthly and annual bases; adjusts goals as required; prepares reports summarizing work performed in detecting and abating defective laterals; notes progress; estimates pollution removed as result of abatement program.

All Specialties

• Meets with officials of the Water Department, other City departments, representatives of commercial and industrial organizations, and community representatives to recommend policy, resolve and adjust problems and facilitate activities of each respective unit.
• Analyzes the operations of the unit and prepares reports and recommends solutions to problems as they effect unit operations; determines best method to efficiently utilize available resources; develops program policies and procedures; confers with administrative superior in preparation of budget; directs the requisition of materials and supplies needed for unit operations.
• Prepares and reviews reports on customer relations activities; analyzes daily operations of the unit and recommends solutions to problems; maintains a data base on a personal computer.
• Interviews and selects subordinate personnel; develops criteria for on-the-job training of new employees; recommends employee attendance at departmental training courses.
• Performs related work as required.

KNOWLEDGE OF:

• methods, materials, tools, and practices used in the testing and repairing of water meters for the Metering Services specialty
• codes, regulations and ordinances pertaining to water metering services for the Metering Services specialty
• codes, regulations and ordinances pertaining to water and sewer services for the Field Services specialty
• techniques and procedures used in water billing for the Field Services specialty
• methods, materials, tools, and practices used to identify defective laterals for the Cross-Connection specialty
• rules and regulations regarding water shutoffs and customer notifications
• equipment and procedures used to perform dye tests to determine the condition of sewer connections for the Cross-Connection specialty
• supervisory methods and techniques
• the techniques and procedures utilized to answer questions pertinent to the installation and repair of industrial, commercial and to the installation and repair of industrial, commercial and residential water services connections
• the organization and operation of the City government as it affects water operations
• practices and techniques of resolving customer services problems

ABILITY TO:

• supervise a diverse staff of office, shop, and/or field employees engaged in work in the area of specialization
• perform analysis of information that includes fact finding, organization of material, evaluation of data and preparation of recommendations either orally or in writing
• establish and maintain effective working relationships with associates, administrative officials and the public

EDUCATION

• Completion of the twelfth school grade.
AND


GENERAL EXPERIENCE

• Two years of experience as a Utility Representative or as a Water Technology Assistant.
AND


SPECIFIC EXPERIENCE

Metering Services Specialty

• Two years of experience supervising employees engaged in the testing, installation, inspection and repair of water meters.

Field Services Specialty

• Two years of experience supervising employees engaged in the inspection and investigation and settling of customer complaints concerning water and/or sewer service.

Cross-Connection Specialty

• Two years of experience supervising employees engaged in the investigation and identification of defective lateral connections.

OR

Any equivalent combination of education and experience determined to be acceptable by the Personnel Department which has included the specific experience described above.

PHYSICAL AND MEDICAL REQUIREMENTS

• Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

LICENSES, REGISTRATIONS AND/OR CERTIFICATES

• Possession of a valid proper class motor vehicle operator's license as issued by the Commonwealth of Pennsylvania prior to appointment and during tenure of appointment as a Water Customer Services Supervisor.