Customer Engagement Supervisor Position Available In [Unknown county], Florida

Position Description
Customer Engagement Supervisor
ID
19518
Pay Range
$58,468.80 – $93,516.80
Advertise Close Date
5/13/25
•

ONLY PINELLAS COUNTY GOVERNMENT EMPLOYEES IN THE UTILITIES DEPARTMENT

(FIELD

SERVICES DIVISION

)

MAY APPLY

•This is highly responsible problem-solving work supervising subordinates in the coordination and administration of the Business & Customer Services Division in the Utilities Department. Performs field and administrative work that supports the manager’s overall responsibilities for responding to customer requests for explanations regarding the services Pinellas County Utilities (PCU) provides. This role also involves supervising a team that monitors the systems that depict the opportunity to provide proactive engagement with customers to identify potential service anomalies at their property. This position is responsible for scheduling staff’s daily work, including manual meter reads and meter read verification, service notification response (overreads, high reads, meter locates, and work performed to correct cellular communications failure caused by the cellular endpoint devices at the meter. Maintains public contact after receiving complaints and making simple investigations and explanations; provides guidance, training, and assistance to the Customer Engagement team Specialists. Performs employee performance evaluations, frequent checks on fieldwork schedules, and purchasing equipment, while maintaining budget requirements.
This Customer Engagement Supervisor position is located at: 9837 Ulmerton Road, Largo, FL.

Work Schedule:

Monday – Friday; 7:00 a.m. – 3:30 p.m.
What Will You Do?
Supervises, trains, assigns, and evaluates the work of the Customer Engagement Specialists.
Reads water and sewer meters using an electronic meter reading device for assigned wholesale accounts and records readings for wholesale accounts.
Examines meter installations for leaks and improper registration of consumption, reports faulty meters, and inspects visible plumbing for water leakage.
Investigates and resolves complex or difficult customer issues related to requests for water service and billing inquiries.
Answers consumer inquiries concerning water consumption.
Oversees and assigns new codes and changes on accounts to ensure proper identification and billing.
Assists the Customer Engagement Specialists personnel in the location and verifying of service addresses.
Assist the Customer Engagement Coordinator with preparing the section’s budget.
Research AMI water meter installations using current software, e.g., GIS, City Works, SAP, and Beacon.
Resolves issues with AMI water meter alerts, e.g., cellular endpoint device tampering (no communication within 48 hours); no recent endpoint communication (readings can’t be obtained), meter/encoder alarms (potential encoder removed, or reached temp limit), or encoder communication error (communication error between encoder and endpoint).
Investigates and reports water theft.
Receives and responds to inquiries, concerns, complaints, and requests for assistance regarding areas of responsibility.
Attends meetings, workshops, training, etc., as appropriate to enhance job knowledge and skills.
Inspects meter problems in the field as necessary; reads meters and conducts meter flow/consumption tests.
Participates in field activities such as move-in reconnections, move-out’s, terminations, customer requested disconnects/reconnections, data logs/flow tests, and field investigations, e.g., high bills, meter to property, covered meters, and locating devices.
Ensures that best practices are followed between the Customer Services Section and other Utilities Department divisions.
Identifies deficiencies in operations, business processes and customer service that require amendments to operating policies and procedures.
Track trends of customer needs, expectations, and recurring problems, analyzes, develops, and updates customer service process; prepares flowcharts and makes recommendations for changes.
Performs research and compiles reports.
Analyzes issues and impacts affecting Pinellas County utility customers.
Structures cross-departmental work groups.
Mentors, coaches, counsels, and provides leadership and recognition to employees in the work unit, which results in an increased service level to the customers.
Facilitates information sharing between departments for the collection, analysis, evaluation, and presentation of data for the purpose of streamlining and closing gaps on work processes.
Serves as an ambassador for the organization by creating a positive experience for internal and external customers.
Ensures efficient and effective field processes taking initiative to meet business goals.
Performs other related duties as assigned.
What Do You Need?
High school diploma or GED that includes three (3) years of experience in public contact related work or outdoor field work; or.
Two (2) years of post-high school technical or college level courses in end-user computer entry, data analytics, and meter management; or
An equivalent combination of education, training, and/or experience.
Two (2) years of relevant prior experience.
Experience investigating customer consumption complaints.
At least two (2) years supervisor experience.
Experience contacting customers and explaining consumption.
Valid Florida Driver’s License at time of hire.
Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
Highly Desirable
Budget knowledge/experience.
Microsoft software experience (Word, Excel, PowerPoint, Teams, Visio).
https://pinellas.gov/class-specification/customer-engagement-supervisor/