Minimum Qualifications
High school diploma or GED. Five years of experience in a water and sewer, natural gas, telephone, cellular, electric, geothermal or other utility customer service or new business functions to include two years as a Customer Service Representative 2; OR one year as a New Business Representative with the Miami-Dade Water and Sewer Department is required.
Recruitment Notes
This supervisory role manages a team of Customer Service Representatives responsible for delivering high-quality service to more than 470,000 retail Water and Sewer customers. The role oversees the daily operations of a customer care center team or an account management services unit, ensuring the effective handling of a wide range of water and sewer service requests and customer account matters.
The incumbent supervises and supports staff responsible for service connections, disconnections, transfers, billing inquiries, tampering cases, liens, administrative hearings, high bill investigations, and customer eligibility determinations. Responsibilities include overseeing account maintenance activities such as bill adjustments, refunds, account updates, fee waivers, payment extensions, payment negotiations, billing for unaccounted consumption, and authorization of account corrections. The position requires extensive customer interaction across multiple communication channels, ensuring customers receive timely, professional, and accurate assistance. In addition, the role is responsible for investigating and resolving moderately complex customer complaints and inquiries, while exercising authority to approve bill adjustments ranging from $500 to $2,500. The supervisor maintains operational, and productivity records, prepares correspondence and reports, and provides ongoing leadership, training, coaching, and mentoring to subordinate staff. The position also requires applying and interpreting departmental policies and procedures related to service agreements, billing processes, rate and fee structures, severance procedures, floating meters, customer eligibility, multi-unit structures, water metering systems, service points, and basic plumbing principles. Continuous professional development is expected through participation in internal training and maintaining knowledge of the Department's customer care systems, billing platforms, regulations, and operational procedures.
This role requires strong leadership abilities, excellent communication and problem-solving skills, and a comprehensive understanding of customer service operations and utility billing systems.