Field Service Supervisor

Position Purpose: The Supervisor of Meter Services is responsible for the overall environment of the meter group including office and field service operations. The supervisor will support the day-to-day operation reporting directly to the Director of Customer Service. The supervisor will assist in the oversight of meter installation vendors, contacts with the regulator, and take the lead on special projects and corporate initiatives. The role will provide direct supervision to the meter readers and customer field service person job classifications. This position requires very strong leadership, communication skills, mentoring and coaching, thorough understanding of the metering processes and customer billing system, the Advanced Metering Infrastructure (AMI), Idaho Public Utility Commission (IPUC) regulatory rules, with a focus on policy, process adherence, and drive for improvement.Primary Duties/Responsibilities: Manage the installation of meters for new properties and work closely with the Engineering (New Business) and Planning Departments to ensure customer needs are met timely.Schedule and supervise daily field work and field staff including weekly field visits to ensure all field staff members are following all safety standards, as well as, optimally routing their work orders to ensure efficiencies.Manage day to day productivity and hold meter readers and customer service person field staff accountable to production metrics.Manage call escalations for customers with immediate field customer service needs.Manage the meter reading schedules and staff to ensure all cycles are read timely and within appropriate bill windows in CC&B while minimizing estimated reads.Daily reporting on key performance indicators to upper-level management either via email, tracking spreadsheet or other programs.Manage all daily / weekly / monthly controls for auditing purposes.Assist the Customer Service and HR Leaders in the recruitment process.Assist the Customer Service and HR Leader with counseling, evaluation and motivation of personnel.Identify staff training needs, provide and deliver recommended training solutions.Closely work with the Leader(s) of Customer Service to develop strategies and plans for collection activities.Assist, as needed, with coverage of the Customer Service Department at Veolia Water.As requested, manage other initiatives such as, but not limited to, Strategic Metering, Advanced Metering Infrastructure and Automating Work Order Management.Work closely with all meter contractors to meet project objectives timely, track project completion and drive positive results.Computer skills are required.Incumbents must have a passion for serving customers and providing an exceptional customer experience.Work closely with Human Resources and Collective Bargaining Union Representatives as it relates to employee/disciplinary matters or concerns.Work Environment:Ability to travel when required.This position requires the incumbent to work both in an office setting and in the field with the ability to navigate over uneven terrain in inclement weather at times.