San Antonio Water System

  • *CURRENT SAWS EMPLOYESS ONLY* - Supervisor - Customer Service

  • SAN ANTONIO WATER SYSTEM
  • 2800 U.S. Hwy. 281 N., San Antonio, Texas 78212 United States View Map

Job Description

Grade 20 - Starting annual salary: $70,179.00. Rate of pay depends on qualifications.

Job Description

JOB SUMMARY
The Supervisor - Customer Service is responsible for supervising activities of various areas of the internal division of the Customer Service Department to include Billing, Key Accounts, Call Center, Revenue Collection, Customer Centers and Meter Data Review.

ESSENTIAL FUNCTIONS

All Specialties
  • Supervises, selects, develops, trains, and evaluates personnel.
  • Monitors customer service activities to ensure quality standards are met.
  • Communicates, implements, and interprets customer service policies and procedures.
  • Analyzes, investigates, and recommends responses to escalated customer issues to ensure customer satisfaction.
  • Applies principles of billing procedures and policies for water and sewer service.
  • Applies generally accepted business management principles and practices.
  • Develops measures to analyze and improve overall efficiency.
  • Schedules personnel to provide adequate staffing levels.
  • Plans, coordinates and executes projects.
  • Provides recommendations concerning forecasting, allocating and monitoring financial and physical resources.
  • Establishes and maintains effective working relationships and public relations.
  • Performs other duties as assigned.

Call Center Specialty
  • • Administers Call Center operations to meet customer needs in a timely and courteous manner.
  • Supervises Call Center day-to-day activities to ensure quality customer service.
DECISION MAKING
All Specialties
  • Works under limited supervision.
  • Supervises: 5-50 employees.

MINIMUM REQUIREMENTS
All Specialties
  • Associate’s Degree in Business Administration from an institution accredited by a recognized accrediting agency.
  • Proficient in the use of computerized customer service system and word processing, spreadsheets, and database software.
  • Five years’ experience in billing, collection, project development, call center operations, meter data management, account review or administering online programs; including two years’ providing functional guidance and training to customer service staff.
  • Valid Class "C" Texas Driver's License.

PREFERRED QUALIFICATIONS
All Specialties
  • Bachelor’s Degree in Business Administration or related field from an institution accredited by a recognized accrediting agency.
  • Bilingual in English/Spanish.

JOB DIMENSIONS

All Specialties
  • Regular contact with internal and external customers, including the general public, representatives of financial banking institutions, purveyors, and corporations.
  • Communicates effectively, verbally and in writing.


PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting for extended periods of time to perform job scope. Working conditions are in an office environment with occasional field visits.

May be required to work hours other than the regular schedule such as nights and weekends.
#LI-DNI

San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:
  • Competitive, market-based salaries
  • Performance-based incentives
  • Medical benefits
  • Dental benefits
  • Life insurance
  • Prescription drug program
  • Vision care plan
  • Two retirement plans
  • Deferred compensation plans (457 plan)
  • Disability income
  • Paid leave (vacation, sick, personal)
  • Education assistance program
  • Employee assistance program
  • Flexible, tax-deferred health and dependent care spending accounts
  • Wellness programs
  • On-Site Fitness Facilities
  • Community service opportunities


Closing Date/Time: 9/13/2026 11:59 PM Central
San Antonio Water System

San Antonio Water System

(210) 233-2025

The San Antonio Water System (SAWS) is a public utility owned by the City of San Antonio. SAWS serves 2 million people in Bexar County as well as parts of Medina and Atascosa counties.  The population includes more than 511,300 water customers and 457,600 wastewater customers. SAWS actively seeks out public participation in its operations and planning, while SAWS volunteers strive to help their neighbors in need.

As an industry leader in conservation and water and wastewater management, SAWS provides sustainable, affordable water services. To deliver responsible water services, our investment in our employees – one of our greatest assets – ranks as a top priority.

San Antonio Water System's Board of Trustees has adopted mission, vision and values statements that serve as a foundation to move the utility forward through 2050 and reinforce San Antonio's much-deserved reputation as Waterful. 

Our Mission: Sustainable, Affordable Water Services / Our Vision: To be leaders in delivering responsible water services for life. / Our Values: Excellence, Integrity, Respect and Safety.

SAWS is a values-based organization that believes in diversity in all aspects of our business. At SAWS, we attract and retain the finest individuals whose diverse talents drive innovation. We recognize that differences in race, ethnicity, religion, gender, gender identity, sexual orientation, nationality, physical ability or any characteristic protected by law, enrich and empower our work environment. We respectfully infuse diversity in our daily work lives with the knowledge that people from a variety of backgrounds and life experiences make connections that make SAWS a success.

SAWS is committed to providing our employees with a healthy, safe, and rewarding work environment where all employees have an equal opportunity for professional and personal growth. SAWS employees go beyond what is expected – developing remarkable, award-winning programs in conservation, water resources, watershed protection and wastewater treatment.

Why Choose a Career at SAWS?  

For Your Work-Life Balance: SAWS is proud to invest in its employees by offering a variety of paid time off to help meet the work-life balance goals of you and your family.

For Your Professional Growth: Professional growth is key to both our employees’ success as well as SAWS’. That’s why SAWS offers a number of professional development opportunities that achieve both personal and company goals.

For Your Future: Achieving your personal financial goals is an important part of your life. SAWS makes it easy for employees to save for retirement by providing several retirement plan options.

For Your Health: SAWS offers a range of health, dental and vision benefits, and Wellness Programs to help meet each employee’s needs.

For your Protection: SAWS offers life insurance and disability coverage to meet the need for protection against life’s unexpected events.

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