• Job Description

  Req#: 4997106

  Tacoma Public Utilities (TPU) is seeking a dedicated and experienced Customer Service Field Operations Supervisor to lead our Field Operations group. In this vital role, you'll be responsible for the day-to-day supervision and oversight of our meter and field investigation teams, consisting of approximately 18 union represented staff, ensuring efficient operations and exceptional customer service.

  This position will work onsite during core business hours to include 7:30 AM and 4:30 PM and may have occasional need to work beyond a typical 8-hour day.
  

  If you're a proactive leader with a strong commitment to safety, staff development, and operational excellence, we encourage you to apply!

  As the Customer Service Field Operations Supervisor, you will:

  • Supervise Field Operations: Provide direct operational supervision to meter and field investigation staff, including office personnel, ensuring schedules are met and performance metrics are achieved.
  • Manage Staff Performance: Evaluate, coach, and counsel employees, addressing performance issues, providing positive reinforcement, and recommending disciplinary action when necessary.
  • Oversee Equipment & Fleet: Administer and oversee the procurement, distribution, and maintenance of essential equipment, including handheld computers, general tools, and fleet vehicles.
  • Ensure Compliance: Monitor adherence to all safety practices, review customer interactions for quality, and proactively address potential issues to maintain high standards.
  • Perform General Supervision: Handle essential supervisory tasks such as approving timesheets, tracking injury reports, approving leave requests, and assisting with the recruitment and onboarding of new division staff members.
  • Resolve Customer Issues: Effectively manage and resolve customer inquiries, concerns, and complaints with professionalism and efficiency.
  • Contribute to Budgeting: Provide support in the preparation and administration of the biennium budget.

  Minimum Education*
  Bachelor's degree in business or public administration, communications or directly related field
  
  Minimum Experience*
  5 years of customer service experience, including 1 year prior at a supervisory level
  
  *Equivalency: 1 year of experience = 1 year of education

  Desired Qualifications:

  • Valid Washington State driver's license

  
  This recruitment is being managed by Joanna Hambrick; if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn !
  
  City of Tacoma Commitment to Diversity and Inclusion
  Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.
  
  The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.
  
  
  Apply
  Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.
  
  Applications will be reviewed as they are received for interview consideration.
  
  Reference checks will be conducted on final candidates and appointment is subject to passing a background check.
  
  Communication from the City of Tacoma:
  We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.
  
  If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 before 4pm on the closing date of this posting.

• About the company

  The City of Tacoma - Tacoma Washington

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