Meter Services Supervisor en Polk County BoCC

UTILITIES DIVISION - METER SERVICES SUPERVISOR

PG 15 - NON-EXEMPT 

$24.18HR. - $35.07HR./$50,294.40 - $72,945.60 ANNUALLY

Employee Benefits

• Direct Deposit, Bi-Weekly Pay Checks
• Medical, Dental, Vision
• Life Insurance
• FRS Retirement
• 10 Paid Holidays
• Paid Time Off
• Tuition Reimbursement
• Education Incentives
• Deferred Compensation Plan
• Wellness Incentives
• Employee Assistance Program (EAP)
• Free Employee Gym
• Free Employee Health Clinic

Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated below:

The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal well-being. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions.

MAJOR FUNCTION: Leads the operations and performance of the Utilities Meter Services Unit, providing direct supervision to the Meter Services Coordinator and Meter Services Account Specialists I, II, and III. Ensures the accuracy of customer data systems, metering operations, and compliance with applicable regulations.
This role is responsible for advanced analytical and technical functions, strategic improvements, and resolution of escalated service issues, while aligning team performance with county service excellence standards.

ILLUSTRATIVE DUTIES:
Supervisory and Operational Management
• Directs daily operations, including workload management, contractor oversight, service delivery standards, and regulatory compliance.
• Supervises, trains, and evaluates the Meter Services Coordinator and Meter Services Account Specialists I, II, and III.
• Provides technical guidance and mentorship, serving as a subject matter expert on metering systems, customer information system (CIS) platforms, and utility regulations.
• Coordinates emergency response procedures for service interruptions, system alerts, or natural disasters.

Technical Analysis and Data Integrity
• Analyzes metering data, identifies discrepancies, and implements corrective actions to ensure billing and usage accuracy.
• Validates fieldwork, consumption patterns, customer billing concerns, and contractor invoicing.
• Tracks service metrics, prepares performance reports, and develops strategies to improve efficiency and reduce operational risk.
• Ensures accurate updates to customer accounts, including meter changes, backflow records, and usage adjustments.
Cross-Departmental and Strategic Initiatives
• Leads initiatives involving infrastructure, technology integration, and customer experience enhancements.
• Collaborates with Field Services, Billing, and Engineering to resolve service issues and align goals.
• Ensures compliance with all applicable laws, ordinances, policies, and audit requirements.
• Performs related duties as required.
 

KNOWLEDGE, ABILITIES AND SKILLS:
Knowledge of:
• Utility customer service operations, meter reading standards, billing regulations, and customer information systems (CIS).
• All duties performed by Meter Services Coordinator and Meter Services Account Specialists I, II, and III, including:
o Validating customer usage and resolving billing anomalies
o Managing work orders for installations, maintenance, and field audits
o Coordinating delinquent accounts and termination processes
o Monitoring and auditing backflow device records and high-use accounts
o Providing customer education and usage analysis
o Applying county ordinances and regulatory guidelines to accounts
Skills in:
• Analyzing CIS data, consumption trends, audit results, and contractor performance to inform decisions and policy recommendations.
• Leadership, training, coaching, and mentoring staff across all levels of the Meter Services team.
• Using Microsoft Office, CIS platforms, geographic information systems (GIS), and internal databases for reporting, process automation, and data troubleshooting.
• Performance management, including evaluations, development planning, and corrective actions.

Communication and customer service, including conflict resolution and explaining complex service issues clearly.
Ability to:
• Step into any role within the Meter Services team to ensure continuity of operations.
• Lead interdepartmental collaborations to improve service delivery and meet shared objectives.
• Optimize workflows, manage projects, and implement continuous improvement strategies.
 

MINIMUM QUALIFICATIONS:
Graduation from an accredited high school or possession of an acceptable equivalency diploma. Three (3) years of leadership, supervisory, or management experience, with demonstrated strong analytical and problem-solving skills. Must be able to utilize all features of Microsoft Office software and other required software, as well as personal computers utilized by the assigned unit.
Must have either:
1. A two (2) year associate degree from an accredited college or university in business administration and two (2) years of administrative experience in water, wastewater, and reclaimed metering; customer service monitoring programs, utility billing programs, and/or computerized work order programs or similar field. OR
2. Six (6) years of administrative experience in water, wastewater, and reclaimed metering; customer service monitoring programs, utility billing programs, computerized work order programs, or similar field.
Valid Driver’s license required; must obtain a Florida license upon employment. Must maintain a clean driving record to operate an assigned county vehicle.
A comparable amount of related training and experience may be substituted for the minimum qualifications.
 

SPECIAL REQUIREMENTS:
All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.