Customer Service Supervisor

Position Summary and Qualifications

Salary is just one component of FPUA's excellent total compensation package. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. To achieve this goal, we offer market leading benefits as summarized under the “Benefits” tab above the Description within this job posting. The salary range shown represents the minimum to midpoint salary for this position. The actual salary offered will depend on qualifications and experience.

The Customer Service Supervisor leads and develops a high-performing team of service representatives dedicated to delivering outstanding support to customers. This role ensures smooth service operations, swift issue resolution, and cross-departmental collaboration to uphold the company’s reputation for reliability and excellence. The Customer Service Supervisor plays a pivotal role in ensuring exceptional service delivery to customers by overseeing and mentoring the customer service team. This position supports the company's mission to provide reliable, economical, and friendly service and foster community trust through effective communication and problem-solving. Reports to the Customer Service Manager.

(Note: There are also secondary functions, which the employee will be required to perform.)

- Oversee daily operations of the Customer Service department, ensuring timely and effective service delivery

- Monitor staff performance and provide coaching to meet individual and team goals

- Resolve escalated customer concerns with tact, urgency, and professionalism

- Implement strategies to improve service quality and operational efficiency

- Support recruitment, onboarding, and ongoing development of Customer Service staff and team leads

- Prepare and present performance reports and recommendations to management

- Prepare and deliver presentations to the department, including technical and non-technical training for the department

- Collaborate with other departments to align service processes and customer experience initiatives

- Assists in coordination efforts during extreme weather events including natural disasters and in the operation of the Emergency Call Center during extreme weather events including natural disasters. Must be able to work during these events or natural disasters

- Stay informed of utility regulations, billing procedures, and service policies

- Manages prepaid Capital Improvement fund accounts

- Performs other duties as assigned

High school diploma or equivalent; Bachelor’s degree preferred. Minimum 3 years of Customer Service experience, with 1+ year in a leadership role.

Knowledge of utility operations and regulatory requirements. Strong proficiency in CRM platforms, billing systems, and Microsoft Office.

Familiarity with outage management tools and billing software desired. Experience with call center technologies.

Ability to incorporate and employ on a continuous basis: initiate change, creativity, collaboration, pride and accountability

In-depth understanding of Customer Service functions and utility department operations

Proficiency in mathematics for utility bill computation

Skilled in operating computer terminals, personal computers, and office equipment

Ability to plan, organize, train, supervise, motivate, and evaluate employees for optimal performance

Effective communication skills across internal teams and customer interactions

Ability to simplify and convey complex information in both verbal and written formats

Diplomacy in resolving customer concerns and determining appropriate service adjustments

Exceptional interpersonal skills and sound judgment when negotiating with customers