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  • Customer Service Field Operations Supervisor

    City of Tacoma WA (Tacoma, WA)



    Apply Now

    

     

    Customer Service Field Operations Supervisor

     

    Salary

     

    $102,564.80 - $144,414.40 Annually

     

    Location

     

    Tacoma, WA

     

    Job Type

     

    Non-Classified

     

    Job Number

    P0430-25B

    Department

     

    Customer Experience & External Affairs

     

    Division

     

    TPU Customer Service

     

    Opening Date

     

    07/10/2025

     

    Closing Date

     

    7/22/2025 5:00 PM Pacific

     

    + Description

    + Benefits

    + Questions

    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 (https://www.linkedin.com/in/hambrickjoanna/) !

    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 age 26 or younger.

     

    Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 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.

     

    01

     

    Do you have an equivalent combination to a Bachelor's degree in business or public administration, communications or directly related field AND 5 years of customer service experience including 1 year prior at a supervisory level? *Equivalency: 1 year of experience = 1 year of education

     

    + Yes

    + No

     

    02

     

    With staff working independently in the field, how do you effectively monitor their performance and provide constructive feedback without being physically present? Share an example of how you addressed an underperforming field employee.

     

    03

     

    Describe a time you observed a team member consistently bypassing a safety protocol. How did you address this situation, ensuring both compliance and the team member's understanding of the importance of the rule?

     

    04

     

    One of the City's Principles that guides us is Equity. Describe what equity means to you and describe any experience you have working with diverse groups of people.

     

    05

     

    Please tell us how you learned about this job opening.

     

    + Job Interest Card notification

    + Professional organization

    + Military organization

    + City of Tacoma employee

    + Online job board posting

    + Word of mouth

    + LinkedIn

    + Indeed

    + Facebook

    + Instagram

    + Careers in Government

    + Government Jobs

    + Outreach Event

    + National Diversity Network

    + African American Job Network

    + Asian Job Network

    + Disability Job Network

    + Latino Job Network

    + Retirement Job Network

    + LGBT Job Network

    + Veteran Job Network

    + Other

     

    06

     

    Please provide specific information regarding how you learned about this job opening. Your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings. Thank you.

    Required Question

    Employer

     

    City of Tacoma

     

    Address

     

    Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764

     

    Phone

     

    253-591-5400

     

    Website

     

    http://www.tacoma.gov

     

    Apply

     

    Please verify your email address Verify Email

     


    Apply Now



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