Customer Service Field Operations Supervisor

Position Description

Tacoma Public Utilities (TPU) is seeking a dedicated and experienced Customer Service Field Operations Supervisor to lead our Field Operations group. In this vital role, you'll be responsible for the day-to-day supervision and oversight of our meter and field investigation teams, consisting of approximately 18 union represented staff, ensuring efficient operations and exceptional customer service.
This position will work onsite during core business hours to include 7:30 AM and 4:30 PM and may have occasional need to work beyond a typical 8-hour day.

If you're a proactive leader with a strong commitment to safety, staff development, and operational excellence, we encourage you to apply!
As the Customer Service Field Operations Supervisor, you will:

• Supervise Field Operations: Provide direct operational supervision to meter and field investigation staff, including office personnel, ensuring schedules are met and performance metrics are achieved.
• Manage Staff Performance: Evaluate, coach, and counsel employees, addressing performance issues, providing positive reinforcement, and recommending disciplinary action when necessary.
• Oversee Equipment & Fleet: Administer and oversee the procurement, distribution, and maintenance of essential equipment, including handheld computers, general tools, and fleet vehicles.
• Ensure Compliance: Monitor adherence to all safety practices, review customer interactions for quality, and proactively address potential issues to maintain high standards.
• Perform General Supervision: Handle essential supervisory tasks such as approving timesheets, tracking injury reports, approving leave requests, and assisting with the recruitment and onboarding of new division staff members.
• Resolve Customer Issues: Effectively manage and resolve customer inquiries, concerns, and complaints with professionalism and efficiency.
• Contribute to Budgeting: Provide support in the preparation and administration of the biennium budget.

Qualifications

Minimum Education*
Bachelor's degree in business or public administration, communications or directly related field

Minimum Experience*
5 years of customer service experience, including 1 year prior at a supervisory level

*Equivalency: 1 year of experience = 1 year of education
Desired Qualifications:

• Valid Washington State driver's license

Selection Process & Supplemental Information

This recruitment is being managed by Joanna Hambrick; if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn !

City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.

Apply
Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.

Applications will be reviewed as they are received for interview consideration.

Reference checks will be conducted on final candidates and appointment is subject to passing a background check.

Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.

If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 before 4pm on the closing date of this posting.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

Closing Date/Time: 7/22/2025 5:00 PM Pacific

• 

• City of Tacoma

• 253-591-5400

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