Salary: $70,179.00 - $120,411.00 Annually
Location : Headquarters: 2800 U.S. Hwy 281 N., San Antonio, TX
Job Type: Full Time
Job Number:
Department: Customer Service
Opening Date: 06/12/2026
Closing Date: 6/21/2026 11:59 PM Central

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

JOB SUMMARY
The Supervisor - Escalations and Online Interactions leads teams responsible for resolving escalated customer concerns and managing customer communications through email and chat. This position ensures timely, accurate, and professional responses while maintaining high standards of customer service. The supervisor monitors performance, coaches employees, and identifies opportunities to improve processes and the customer experience. The role collaborates with internal departments to support effective issue resolution and service delivery.

ESSENTIAL FUNCTIONS

• 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

• Works under limited supervision.
• Supervises: 5-50 employees.

MINIMUM REQUIREMENTS

• 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

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

JOB DIMENSIONS

• 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
Click on the link for additional information regarding benefits:
01

*Do you have an Associate's degree or higher level of education and a minimum of five (5) years of experience in billing, collection, project development, call center operations, meter data management, account review or administering online programs?

• Yes, I have an Associate's degree or higher and five (5) years of experience.
• No, I do not meet the education and experience requirements.

02

If you answered "No" to question #1 and you are current SAWS employee, do you at a minimum have a high school diploma or G.E.D. and nine (9) years of experience in billing, collection, project development, call center operations, meter data management, account review or administering online programs?

• Yes, I have a high school/GED and nine (9) years of experience.
• I have a minimum of an Associate's degree.
• No, I do not meet the education and experience requirements.

03

Describe your experience in a customer service environment to include call center operations, account review or administering online programs. If no experience, enter N/A.
04

How many years of experience do you have in providing functional guidance and training to customer service staff?

• No experience
• Less than 2 years of experience
• Between 2 and 5 years of experience
• 5 years or more of experience

05

Please describe your experience supervising and training a team? Supervisory experience overseeing a Call Center team would be preferred, but any experience may be listed. How many people did you supervise, and what were their roles? If no experience, enter N/A.
06

Please describe your experience with utilizing a computerized customer service system and word processing, spreadsheets, and database software? If no experience, enter N/A.
07

*Do you have a valid Texas driver's license? If so, what type of driver's license do you have?

• Class C
• Class CDL - B
• Class CDL - A
• I do not have a valid driver's license.
• I have a valid driver's license from another state.

08

*Are you a current SAWS employee (part-time, full-time, or intern)?

• Part-time Employee
• Full-Time Employee
• Intern Employee
• Not a current SAWS employee

Required Question