Field Supervisor - Customer Service Department presso Homestead, City of (FL), FL

About the Department

General Function:
Responsible for the day-to-day performance of the meter readers and service persons/collectors in their assigned duties. Supervises, reviews, and assigns the work to be performed by all outside service personnel.  Work is evaluated by periodic observation and the results of work performed.

Reports To:
Director of Customer Service
Assistant Director of Customer Service 
Superintendent of Customer Service 

Supervisory Responsibilities:
Meter Readers
Service Person/Collector

Position Duties

Essential Duties and Responsibilities:

• Supervises and coordinates work activities.
• Develops meter reading schedules and assigns meter readers.
• Create monthly overtime log for work orders for service person and field personnel.
• Develops meter parameters.
• Performs the upload/download of meter reading routes from AS400 & Itron.
• Distributes service orders and issues work assignments to service person/collectors.
• Maintains time and production schedules. Develops and maintains benchmarking.
• Establishes and adjusts work procedures to meet billing schedules.
• Recommends procedures to improve production methods.
• Develops working conditions that increase the efficiency of all outside service personnel.
• Trains all meter readers and service person/collectors.
• Analyzes and resolves issues/problems that affect the delivery of quality customer service.
• Recommends and initiates personnel actions, such as hiring, transfers, and disciplinary measures.
• Investigates customer complaints in regards to all outside service personnel.
• Holds safety meetings. Enforces all safety regulations.
• Coordinates with the billing section in regards to accuracy of meter readings, re-reads, meter serial numbers, and any other irregularities.
• Performs weekly vehicle inspections and ensures service personnel have completed daily checks.
• Performs other duties as required by the Superintendent.
• Contact customers to resolve access problems and/or complaints.
• Assist in the formulation of the unit's budget, training budget, and workload forecasts.
• Participate as a member of the Division's management team and on cross-branch improvement teams in various roles.
• Compiles, analyzes, and keeps operating records and prepares reports.
• Participates in the general upkeep of the GPS/GIS mapping program and producing operational accountability reports (as directed).
• Performs other job-related work as assigned or required.

All of the above information is intended to indicate the general nature and level of work performed by employees in this position. This description is not intended to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to this position.  Duties, responsibilities, and activities may change at any time with or without notice.

Type of Appointment/Work hours:

• Full-time/Regular in-person position.
• Standard workweek, which is forty (40) hours of work per week usually consisting of five (5) days of eight (8) hours per day or four (4) days of ten (10) hours per day. The workday may be varied for the efficient delivery of public service.
• Will be required to work other than the standard workweek on occasion, including evenings, weekends, and/or holidays.
• Will be required to work occasional overtime or shift assignments, if applicable.

Minimum Qualifications

Requirements:

• An Associate’s Degree in either Supply Chain Management, Business Management, Public Administration, or a related field required.
• A minimum of three (3) years of supervisory experience.
• Must have background in meter reading, installation, and disconnection of electric and water meters.
• Must have knowledge of water and electrical distribution system.
• Knowledge of city water and electric preferred.
• Must be able to comprehend verbal and written instructions.
• Sound knowledge of computer software such as Microsoft Office.
• Must possess a valid Florida driver's license with a clean driving record.
• Must pass a background screening process.

Equivalency Clause:

• An equivalent combination of High School Diploma, training, and at least 10 years of experience that provides the required knowledge, skills, and abilities may be considered in lieu of the stated education and experience requirements. Substitution will be evaluated on a case-by-case basis to determine relevance and comparability.

Physical and Environmental Demands or Conditions:
The physical and environmental demands for this position have been listed on the last page of this description. Physical and environmental demands must be met to successfully perform the essential duties and responsibilities of this position.

Other Qualifications

Core Competencies:

• Judgment - Sound decisions based on fact; uses logic to solve problems.
• Quality of Work - Performs work thoroughly, accurately, and professionally.
• Reliability - Timely and consistently completes assigned work; consistently reports to work and is punctual.
• Safety - Committed to ensuring a safe environment and complies with applicable safety standards.
• Technical Capability - Applies knowledge to identify issues and works to develop skills; demonstrates knowledge of techniques, skills, and equipment.

Work Authorization/Security Clearance:

• The employee must successfully pass a background screening process and comply with the City’s Drug-Free Workplace policy.
• The City will also verify the identity and employment authorization of individuals hired so the proper completion of Form I-9 is required, which includes the employee providing documents evidencing identity and employment authorization. 

Equal Opportunity Statement:
The duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Qualifying individuals with disabilities may be provided reasonable accommodations to enable them to perform the essential functions.

Veteran’s Preference Policy:
In accordance with Florida Statute 295.07, F.S., Chapter 55A-7, the City of Homestead complies with Florida law by providing Veterans' Preference in hiring. Qualified applicants, including veterans, spouses, widows/widowers, parents of service members, and current reserve or National Guard members, may receive hiring priority if they meet minimum qualifications and can perform the duties required. Veterans’ Preference includes additional points on exams, prioritized placement on employment lists, and education waivers for certain qualified individuals. This preference ensures eligible candidates are considered fairly at all stages of the hiring process. For questions, contact the Human Resources Department.

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