$70,179–$120,411 Per Year
Analysis Skills, Banking Services, Billing, Business Administration, Call Center Management, Call Center Operations, Call Centers, Class A License, Class B License, Coaching, Communication Skills, Compensation and Benefits, Credit and Collections, Customer Escalations, Customer Experience, Customer Satisfaction, Customer Service Evaluation, Customer Service Management, Customer Service Systems, Customer Support/Service, Customer Training, Data Management, Database Management Software/Systems (DBMS), Driver's License, Employee Assistance Plan, English Language, Financial Services, Fitness, Forecasting, Health Plan, High School Diploma, Life Insurance, Multilingual, Operational Audit, Performance Analysis, Performance Reviews, Physical Demands, Prescription Drugs, Problem Solving Skills, Process Improvement, Project Development, Public/Media/Press/Analyst Relations, Quality Metrics, Retirement Plan, Secondary School, Service Delivery, Spanish Language, Spreadsheets, Team Lead/Manager, Time Management, Vision Plan, Word Processing
- CURRENT SAWS EMPLOYEES ONLY* Supervisor - Customer Service (Escalations OINT)
Salary
$70,179.00 - $120,411.00 Annually
Location
Headquarters: 2800 U.S. Hwy 281 N., San Antonio, TX
Job Type
Full Time
Job Number
2026-00160
Department
Customer Service
Opening Date
06/12/2026
Closing Date
6/21/2026 11:59 PM Central
- Description
- Benefits
- Questions
Grade 20 - Starting annual salary: $70,179.00. Rate of pay depends on qualifications.
Job Description
JOB SUMMARY
The Supervisor - Escalations and Online Interactions leads teams responsible for resolving escalated customer concerns and managing customer communications through email and chat. This position ensures timely, accurate, and professional responses while maintaining high standards of customer service. The supervisor monitors performance, coaches employees, and identifies opportunities to improve processes and the customer experience. The role collaborates with internal departments to support effective issue resolution and service delivery.
ESSENTIAL FUNCTIONS
- Supervises, selects, develops, trains, and evaluates personnel.
- Monitors customer service activities to ensure quality standards are met.
- Communicates, implements, and interprets customer service policies and procedures.
- Analyzes, investigates, and recommends responses to escalated customer issues to ensure customer satisfaction.
- Applies principles of billing procedures and policies for water and sewer service.
- Applies generally accepted business management principles and practices.
- Develops measures to analyze and improve overall efficiency.
- Schedules personnel to provide adequate staffing levels.
- Plans, coordinates and executes projects.
- Provides recommendations concerning forecasting, allocating and monitoring financial and physical resources.
- Establishes and maintains effective working relationships and public relations.
- Performs other duties as assigned.
Call Center Specialty
- Administers Call Center operations to meet customer needs in a timely and courteous manner.
- Supervises Call Center day-to-day activities to ensure quality customer service.
DECISION MAKING
- Works under limited supervision.
- Supervises: 5-50 employees.
MINIMUM REQUIREMENTS
- Associate's Degree in Business Administration from an institution accredited by a recognized accrediting agency.
- Proficient in the use of computerized customer service system and word processing, spreadsheets, and database software.
- Five years' experience in billing, collection, project development, call center operations, meter data management, account review or administering online programs; including two years' providing functional guidance and training to customer service staff.
- Valid Class "C" Texas Drivers License.
PREFERRED QUALIFICATIONS
- Bachelor's Degree in Business Administration or related field from an institution accredited by a recognized accrediting agency.
- Bilingual in English/Spanish.
JOB DIMENSIONS
- Regular contact with internal and external customers, including the general public, representatives of financial banking institutions, purveyors, and corporations.
- Communicates effectively, verbally and in writing.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting for extended periods of time to perform job scope. Working conditions are in an office environment with occasional field visits.
May be required to work hours other than the regular schedule such as nights and weekends.
#LI-DNI
San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:
- Competitive, market-based salaries
- Performance-based incentives
- Medical benefits
- Dental benefits
- Life insurance
- Prescription drug program
- Vision care plan
- Two retirement plans
- Deferred compensation plans (457 plan)
- Disability income
- Paid leave (vacation, sick, personal)
- Education assistance program
- Employee assistance program
- Flexible, tax-deferred health and dependent care spending accounts
- Wellness programs
- On-Site Fitness Facilities
- Community service opportunities
Click on the link for additional information regarding benefits: SAWS Benefits
01
- Do you have an Associates degree or higher level of education and a minimum of five (5) years of experience in billing, collection, project development, call center operations, meter data management, account review or administering online programs?
- Yes, I have an Associates degree or higher and five (5) years of experience.
- No, I do not meet the education and experience requirements.
02
If you answered "No" to question #1 and you are current SAWS employee, do you at a minimum have a high school diploma or G.E.D. and nine (9) years of experience in billing, collection, project development, call center operations, meter data management, account review or administering online programs?
- Yes, I have a high school/GED and nine (9) years of experience.
- I have a minimum of an Associates degree.
- No, I do not meet the education and experience requirements.
03
Describe your experience in a customer service environment to include call center operations, account review or administering online programs. If no experience, enter N/A.
04
How many years of experience do you have in providing functional guidance and training to customer service staff?
- No experience
- Less than 2 years of experience
- Between 2 and 5 years of experience
- 5 years or more of experience
05
Please describe your experience supervising and training a team? Supervisory experience overseeing a Call Center team would be preferred, but any experience may be listed. How many people did you supervise, and what were their roles? If no experience, enter N/A.
06
Please describe your experience with utilizing a computerized customer service system and word processing, spreadsheets, and database software? If no experience, enter N/A.
07
- Do you have a valid Texas drivers license? If so, what type of drivers license do you have?
- Class C
- Class CDL - B
- Class CDL - A
- I do not have a valid drivers license.
- I have a valid drivers license from another state.
08
- Are you a current SAWS employee (part-time, full-time, or intern)?
- Part-time Employee
- Full-Time Employee
- Intern Employee
- Not a current SAWS employee
Required Question
Employer San Antonio Water System
Address 2800 U.S. Hwy. 281 N.
San Antonio, Texas, 78212
Website https://www.saws.org/career-opportunities/