Salary : $157,123.20 - $190,985.60 Annually
Location : District Center; 1331 Concord Avenue, Concord, CA
Job Type: Full-time
Job Number: 741 - MS - 2026
Department: Finance
Division: Customer Service
Opening Date: 09/03/2026
Closing Date: 9/24/2026 5:00 PM Pacific
Max Number of Applicants: 150

GENERAL JOB FUNCTION
The Opportunity

Contra Costa Water District is hiring a Customer Service Supervisor to join the Finance team. The Customer Service Supervisor combines operational leadership, staff management, customer relations, and technical oversight to ensure efficient, accurate, and responsive utility customer service operations for the CCWD. We welcome all leaders who share our commitment to public service and are ready to lead a team that makes a real difference.
Why You'll Enjoy This Role
Lead a High-Impact Team

• Bring your leadership to help shape the customer experience for the community by leading, mentoring, and developing a high-performing service team.
• Foster a collaborative, respectful team culture that reflects the diverse communities CCWD serves.
• Take ownership of the CCWD's most challenging customer situations, stepping in on escalated or sensitive disputes where sound judgment and a steady hand make the difference.

Support Continuous Improvement

• Drive continuous improvement initiatives using data analysis to enhance customer service, billing, and collections processes.
• Administer customer information and billing systems to ensure accurate, efficient service delivery.
• Participate in budget and strategic planning, monitoring expenditures and identifying future resource needs.

EXAMPLES OF DUTIES
Key Responsibilities

• Promote a culture of safety, accountability, teamwork, and exceptional customer service.
• Supervise and lead customer service staff, including planning, prioritizing, assigning, reviewing, and evaluating work.
• Manage customer service operations, including billing, meter reading, field services, and collections activities.
• Develop and implement policies, procedures, and service improvements to enhance operational effectiveness and customer satisfaction.
• Analyze operational and billing data, identify trends, and recommend process improvements.
• Resolve complex customer service and billing issues and respond to customer inquiries, complaints, and escalated concerns.
• Participate in budget preparation and administration, including monitoring expenditures and preparing budget recommendations.
• Prepare reports and evaluate program performance to support management decision-making.
• Collaborate with District departments and external stakeholders to ensure effective service delivery and positive customer relationships.

For a full description of examples of duties, please refer to the job descriptions by visiting the following:

MINIMUM QUALIFICATIONS

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Training: Equivalent to a bachelor's degree from an accredited college or university with major coursework in accounting, finance, business or public administration, or a related field.
Experience: Five (5) years of increasingly responsible experience in customer service, including two (2) years of lead or supervisory experience.
Licenses and Certifications:

• Possession of a valid California driver's license to be maintained throughout employment.

For a full description of required knowledge, skills, and abilities, please refer to the job descriptions by visiting the following link:

Possession of the minimum qualifications does not guarantee an invitation to the next step in the selection process. All candidate materials will be carefully evaluated and only those considered best qualified will be invited to the next step in the selection process. The application deadline is 5:00 p.m. on Thursday, September 24, 2026, or the first 150 qualified applications received, whichever comes first.
ADDITIONAL INFORMATION

WORKING CONDITIONSEmployees may be required to work various shifts and outside of normal shift hours on evenings, weekends, and holidays as needed.

Applicants requesting reasonable accommodation during any phase of the recruitment process are instructed to contact Human Resources as early as possible at 925-688-8002.
In addition to a competitive salary, the Contra Costa Water District offers an excellent benefits package!
International Federation of Professional and Technical Engineers, Local 21 non-temporary positions benefits include:

Health & Insurance Benefits

• Employer-paid medical, dental, vision, and life insurance
• Employer-paid short-term and long-term disability insurance
• Voluntary participation in Flexible Spending Accounts (FSAs) for dependent care and healthcare reimbursements
• Employer-paid Employee Assistance Program (EAP) offering counseling and referral services for employees and eligible dependents
• Health Insurance Credit for eligible dependents who have other medical benefit coverage

Retirement & Financial Benefits

• Flexible Benefit of $150 per month, equating to $1,800 annually
• Voluntary participation in the 401(a) and 457(b) deferred compensation plans, with up to a 4% employer match
• 1% employer contribution to a 401(a) deferred compensation plan for employees with 10 or more years of CCWD service (no employee contribution required)
• Participation in Social Security and Medicare
• Defined benefit retirement plan with reciprocity through California Public Employees' Retirement System and CalPERS reciprocal agencies
  • Reciprocal agency service does not count toward the 5-year or 10-year vesting requirement for fully paid retiree medical
  • Employees with classic reciprocity are eligible for a 2.35% at 55 retirement formula
  • New hires not eligible for classic reciprocity are covered under the 2% at 62 PEPRA defined benefit formula
• Employer-paid retiree health insurance for retirees and eligible dependents
  • Local 21 employees currently contribute 2.3% of base pay on a pre-tax basis for this benefit
  • Employees hired on or after January 1, 2016, are subject to a 10-year District service vesting requirement to qualify for fully paid retiree medical upon direct retirement from CCWD
  • The CCWD contracts with California Public Employees' Retirement System for medical benefits

Paid Leave & Work-Life Balance

• 12 paid holidays annually
• 56 hours of paid administrative leave per year in lieu of compensatory time off for FLSA-exempt classifications
  • FLSA non-exempt classifications, such as Management Assistant positions, do not receive administrative leave
• 40 hours of vacation credit upon hire
• Vacation accrual of 10 days during the first year, increasing to 15 days per year beginning in year two, with additional accrual increases thereafter
• 96 hours of sick leave accrued annually
• Part-time benefits are prorated in accordance with the applicable Memorandum of Understanding (MOU)

Wellness, Development & Additional Perks

• Comprehensive Wellness Program, including a monthly $50 wellness stipend
• Educational Assistance Program providing up to $3,000 per fiscal year, per employee
• Free admission to Los Vaqueros Reservoir, offering recreation areas, fishing, boating, and hiking trails
• And more

For additional information and the full details, eligibility, and provisions regarding the CCWD's applicable benefits package, please visit:
01

This position requires at least five (5) years of increasingly responsible experience in customer service, including two (2) years of lead or supervisory experience. Do you meet this requirement?

• Yes
• No

02

Describe a time you trained staff on a new work procedure or policy change. What was the size of the team and how did you ensure the training was effective?
03

Describe your experience supervising or administering functions related to customer account billing opening, maintaining, or closing accounts, posting payments, or overseeing collections and payment agreements. What systems did you use?
Required Question