Call Center Supervisor

Working Title of Vacant Position Call Center Supervisor

Job Type Full Time

Posting Type Public

Number of Vacancies 1

Department PUBLIC UTILITIES

Division PUB UTIL BUS/CUST SVC

Requisition Number 2025406

Number of hours worked per week 40/some additional hours required – Saturdays

Work Schedule

8:00 AM – 5:00 PM, Mon – Fri

Work Site Location Chesapeake, VA

Position Driving Requirement N – Never

Pay Grade GE11

Pay Basis Semi-Monthly

Advertised Salary

$54,492 – $72,202

• Salary based on experience and qualifications

Job Description

Do you have a passion for leading teams and delivering exceptional customer service? As our Customer Call Center Supervisor, you’ll guide a dedicated staff of 15 professionals to ensure every call, billing inquiry, and walk-in interaction is handled with accuracy, care, and efficiency.

The Call Center Supervisor will provide dedicated leadership to a team of 15 employees responsible for tasks such as call handling, bill payment processing, new service applications, correspondence, and debt collection. This role will provide oversight of call center staff who manage a wide range of inquiries from water service account setup to billing dispute resolution while monitoring incoming call queue.

The Call Center Supervisor will also ensure the business office is adequately staffed and that walk-in customers are promptly greeted and assisted, in alignment with the city’s CARE standards. As customer service operations evolve, this position will play a key role in supporting training related to automated water meter reading technology, including customer self-service tools. The Supervisor will address technical questions concerning data interpretation, account privacy, and customer registration for viewing water consumption data. While the information is incredibly useful, it requires a trained individual to analyze and interpret the data.

In addition, the Call Center Supervisor will manage task assignments and ensure that performance metrics are consistently met, setting goals and achieving them. They will also coach staff when performance improvements are needed and ensure staffing needs are met through recruitment and retention strategies.

This role will enable the Deputy (Customer Service Supervisor) to dedicate more time to investigating complex accounts, which may involve consultation with management or the City Attorney’s Office for legal guidance on billing matters concerning landlord-tenant and family disputes. The Deputy will serve under the direction of the Call Center Supervisor and participate in cross-divisional and interdepartmental discussions to help identify root causes of service issues and assist in developing effective solutions.

The City of Chesapeake offers an exceptional range of benefits. Please browse our Benefits Brochure for a full list of benefits and employee perks.

Required Qualifications

VOCATIONAL/EDUCATIONAL REQUIREMENT: Requires any combination of education and experience equivalent to an associate’s degree in office administration, or a closely related field.

EXPERIENCE REQUIREMENT: In addition to satisfying the vocational/educational standard, this class requires a minimum of three years of directly related, full-time equivalent experience. Call center or customer service center experience strongly preferred

SPECIAL CERTIFICATIONS AND LICENSES: None required.

SPECIAL REQUIREMENT: Employees may be expected to work hours in excess of their normally scheduled hours in response to short-terms department needs and/or City-wide emergencies. Emergency operations support work and work locations may be outside of normal job duties.

Preferred Qualifications

Call center or customer service center experience strongly preferred.

Job Open Date 09/05/2025

Job Close Date 09/21/2025

Open Continuous No

Special Instructions to Applicants

In accordance with City policy, this position is deemed safety-sensitive. As such, applicants for this position are subject to pre-employment drug/alcohol testing after receiving a conditional offer of employment and may also be subject to random testing. This drug test includes testing for marijuana. Generally, a positive test result for marijuana, alcohol, or other controlled substances will disqualify an applicant from employment. Possession of a medical marijuana license will not excuse an applicant from the testing process or the consequences of testing positive for marijuana.

Overall Physical Strength Demands L=Light – Exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly OR requires walking or standing to a significant degree.

Standing Frequently- From 1/3 to 2/3 of the time.

Sitting Frequently- From 1/3 to 2/3 of the time.

Walking Occasionally- Up to 1/3 of the time.

Lifting Occasionally- Up to 1/3 of the time.

Lifting Amount Exerting up to 20 lbs

Carrying Occasionally- Up to 1/3 of the time.

Carrying Weight Exerting up to 20 lbs

Pushing/Pulling Rarely- Less than 1 hour per week.

Pushing/Pulling Weight Exerting up to 20 lbs

Reaching Rarely- Less than 1 hour per week.

Handling Continuously- 2/3 or more of the time.

Fine Dexterity Continuously- 2/3 or more of the time.

Kneeling Occasionally- Up to 1/3 of the time.

Crouching Occasionally- Up to 1/3 of the time.

Crawling No Response

Bending Occasionally- Up to 1/3 of the time.

Twisting No Response

Climbing No Response

Balancing No Response

Vision Continuously- 2/3 or more of the time.

Hearing Continuously- 2/3 or more of the time.

Talking Continuously- 2/3 or more of the time.

Foot Controls Occasionally- Up to 1/3 of the time.

Machines, Tools, Equipment and Work Aids Used

Protective Equipment Required

Mechanical Hazards N = Never

Chemical Hazards N = Never

Electrical Hazards N = Never

Fire Hazards N = Never

Explosives N = Never

Communicable Diseases N = Never

Physical Danger or Abuse N = Never

Other N = Never

If Other, Description

Dirt and Dust S = Seasonally

Extreme Temperatures N = Never

Noise and Vibration N = Never

Fumes and Odors N = Never

Wetness/Humidity N = Never

Darkness or Poor Lighting N = Never

Primary Work Location Office Environment

Time Pressures Continuously- 2/3 or more of the time.

Emergency Situations Rarely- Less than 1 hour per week.

Frequent Change of Tasks Frequently- From 1/3 to 2/3 of the time.

Irregular Work Schedule/Overtime Occasionally- Up to 1/3 of the time.

Performing Multiple Tasks Simultaneously Frequently- From 1/3 to 2/3 of the time.

Working Closely with Others as Part of a Team Continuously- 2/3 or more of the time.

Tedious or Exacting Work Continuously- 2/3 or more of the time.

Noisy/Distracting Environment Continuously- 2/3 or more of the time.

Other N = Never

If Other, Description

Can anyone assist the employee in performing the primary tasks assigned to this position? If yes, identify the eligible task(s)

YES

Minimum Requests 0

Maximum Requests 4

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