Town of Concord
Customer Service Supervisor
Are you passionate about delivering exceptional customer service, billing support and leading a team to Concord's utility customers? The Concord Municipal Light Plant is seeking a Customer Service Supervisor to manage our in-office Customer Service team here in Concord, MA. In this role, you will ensure our customers receive professional, courteous support and oversee billing, collections, and customer inquiries. You’ll play a key part in developing policies, mentoring staff, and driving process improvements that enhance service quality and operational efficiency.
Starting salary range:
$80,433.60 – $96,125.60, based on qualifications.
This is a full-time on-site position, with a complete benefits package.
We encourage candidates to explore our health insurance and other benefits that support the well‑being of our employees and their families. Benefits Information.
Applications will continue to be accepted until filled.
All applications will be reviewed and the most highly qualified candidates will be invited to one or more interviews and/or other assessments. Applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application.
Appointment of the final candidate will be contingent upon the results of pre‑placement conditions including a drug screening, criminal and credit record checks. Costs for these pre‑placement requirements will be borne by the Town.
The Town of Concord, MA is an EEO Employer. The Town of Concord seeks employees who embody our values of integrity and respect, value service and collaboration, and support innovation and accountability. We are dedicated to fostering a workforce that embraces diverse identities and perspectives, strives for excellence, and upholds responsibility in all we do. A racially, ethnically, and culturally diverse team strengthens our organization, enriches our community, and advances equity and opportunity for all.
*Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.
Interested in learning what it’s like to work on this team? Take a look at “Meet the Manager and About the Work” to learn more!
Department:
Concord Municipal Light Plant
Salary Grade:
9
Reports To:
Customer Service Manager
FLSA Status:
Exempt
Appointed by:
Town Manager
Date:
November 2025
GENERAL SUMMARY Under the general direction of the Customer Service Manager, the Customer Service Supervisor manages the Utility Customer Service team to provide the highest quality service to town utility customers. Performs varied and responsible duties requiring a thorough knowledge of departmental operations and the exercise of judgment and initiative in completing tasks, particularly in situations not clearly defined by precedent or established procedures. Incumbent is called upon to handle a significant amount of details, each varying from the other in substance and content, requiring flexibility in approach to workload.
ESSENTIAL JOB FUNCTIONS
Responsible through staff for ensuring that customers and end users receive professional, courteous support regarding all Utility services and products provided.
Manages billing and collection processes for town utilities in NISC system.
Investigates and resolves customer complaints and inquiries.
Responsible for the receipt and processing of customer payments at CMLP.
Develops, implements, and supports policies and procedures that ensure the quality of the customer support function.
Train and mentor customer service representatives on system usage, customer interaction best practices, and utility‑specific procedures as required.
Acts as customer service interface with other departments or divisions.
Conducts regular outreach and benchmarking with other municipal utilities regarding policies, procedures, and DPU regulation changes and updates.
Identifies and improves business processes that leverage technology and utility systems; develops protocols and procedures to enhance effectiveness of services provided.
Investigates and finds solutions to problems that occur within the billing process and re‑billing process when required.
Acts as the primary point of contact for customer and public inquiries both in person and by telephone, resolving complaints and providing information on municipal operations and procedures.
Supervises office outage operations to provide telephone support during outages and other emergency situations.
Tests new programming (e.g. new TOD rates, accounts, letter templates, services) and areas within the system software to ensure proper billing, reporting and seamless implementation for users.
Works with other town departments to streamline and automate processes to affect cost savings and produce greater efficiencies.
Creates ad hoc and customized reports for management and end users of the software.
Manages and monitors Key Performance Indicators (KPIs) and service metrics to assess and improve the effectiveness and quality of customer service operations. Support the implementation and training of new solutions and technologies to improve customer service operations and enhance efficiency.
Specialist for customer information and billing systems, payment processing, interfaces between town utilities and related functions.
Maintains up‑to‑date knowledge of system updates and new functionality and is the point person for utility enterprise solutions.
Performs special projects and related responsibilities as initiated and requested.
Performs other related duties as required, directed or as the situation dictates.
Regular attendance and punctuality at the workplace is required.
SUPERVISORY RESPONSIBILITY Manages the day‑to‑day operations of the Utility Customer Service team, billing and collections functions, time and attendance, and staff training and development. Carries out supervisory responsibilities in accordance with Concord’s policies and applicable laws. Responsibilities include interviewing and training employees, appraising performance, resolving problems and providing the Customer Service Manager with recommendations concerning employee training and remedial actions.
EDUCATION & EXPERIENCE Bachelor’s degree in a related field with four or more years of progressively responsible experience, including at least two years in supervision or an equivalent combination of education and experience.
KNOWLEDGE, SKILLS & ABILITIES
Demonstrated customer service management skills and ability to effectively lead Customer Service staff.
Ability to analyze complex issues and to develop relevant and realistic plans, programs and recommendations.
Expert knowledge of regulations, codes, policies and procedures relevant to the department, division and/or to general public utility administration/management.
Ability to recognize organization‑wide priorities and work cooperatively to support their accomplishment for the department or division.
Ability to communicate effectively and tactfully with the public, co‑workers, other employees, departments, officials and other agencies.
Proficiency with NISC iVUE or similar utility customer information systems (CIS) is preferred.
WORKING CONDITIONS & PHYSICAL DEMANDS External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the physical demands listed either unaided or with the assistance of a reasonable accommodation to be determined by management on a case‑by‑case basis. May be required to work extended shifts, weekends and overnight hours when the office is staffed 24 hours a day during emergency operations. Work may involve travel to meetings and other communities. Normal office environment, not subject to extreme variations of temperature, noise, odors, etc. Majority of work is performed in a moderately noisy work environment, with constant interruptions. Frequently subjected to the demands of other individuals and the volume and/or rapidity with which tasks must be accomplished. Regularly uses computer keyboards requiring eye‑hand coordination and finger dexterity. Balancing, crouching, grasping, pulling, reaching and stooping may also be required.
GENERAL NOTES The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.
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Starting salary range:
$80,433.60 – $96,125.60, based on qualifications.
This is a full-time on-site position, with a complete benefits package.
We encourage candidates to explore our health insurance and other benefits that support the well‑being of our employees and their families. Benefits Information.
Applications will continue to be accepted until filled.
All applications will be reviewed and the most highly qualified candidates will be invited to one or more interviews and/or other assessments. Applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application.
Appointment of the final candidate will be contingent upon the results of pre‑placement conditions including a drug screening, criminal and credit record checks. Costs for these pre‑placement requirements will be borne by the Town.
The Town of Concord, MA is an EEO Employer. The Town of Concord seeks employees who embody our values of integrity and respect, value service and collaboration, and support innovation and accountability. We are dedicated to fostering a workforce that embraces diverse identities and perspectives, strives for excellence, and upholds responsibility in all we do. A racially, ethnically, and culturally diverse team strengthens our organization, enriches our community, and advances equity and opportunity for all.
*Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.
Interested in learning what it’s like to work on this team? Take a look at “Meet the Manager and About the Work” to learn more!
Department:
Concord Municipal Light Plant
Salary Grade:
9
Reports To:
Customer Service Manager
FLSA Status:
Exempt
Appointed by:
Town Manager
Date:
November 2025
GENERAL SUMMARY Under the general direction of the Customer Service Manager, the Customer Service Supervisor manages the Utility Customer Service team to provide the highest quality service to town utility customers. Performs varied and responsible duties requiring a thorough knowledge of departmental operations and the exercise of judgment and initiative in completing tasks, particularly in situations not clearly defined by precedent or established procedures. Incumbent is called upon to handle a significant amount of details, each varying from the other in substance and content, requiring flexibility in approach to workload.
ESSENTIAL JOB FUNCTIONS
Responsible through staff for ensuring that customers and end users receive professional, courteous support regarding all Utility services and products provided.
Manages billing and collection processes for town utilities in NISC system.
Investigates and resolves customer complaints and inquiries.
Responsible for the receipt and processing of customer payments at CMLP.
Develops, implements, and supports policies and procedures that ensure the quality of the customer support function.
Train and mentor customer service representatives on system usage, customer interaction best practices, and utility‑specific procedures as required.
Acts as customer service interface with other departments or divisions.
Conducts regular outreach and benchmarking with other municipal utilities regarding policies, procedures, and DPU regulation changes and updates.
Identifies and improves business processes that leverage technology and utility systems; develops protocols and procedures to enhance effectiveness of services provided.
Investigates and finds solutions to problems that occur within the billing process and re‑billing process when required.
Acts as the primary point of contact for customer and public inquiries both in person and by telephone, resolving complaints and providing information on municipal operations and procedures.
Supervises office outage operations to provide telephone support during outages and other emergency situations.
Tests new programming (e.g. new TOD rates, accounts, letter templates, services) and areas within the system software to ensure proper billing, reporting and seamless implementation for users.
Works with other town departments to streamline and automate processes to affect cost savings and produce greater efficiencies.
Creates ad hoc and customized reports for management and end users of the software.
Manages and monitors Key Performance Indicators (KPIs) and service metrics to assess and improve the effectiveness and quality of customer service operations. Support the implementation and training of new solutions and technologies to improve customer service operations and enhance efficiency.
Specialist for customer information and billing systems, payment processing, interfaces between town utilities and related functions.
Maintains up‑to‑date knowledge of system updates and new functionality and is the point person for utility enterprise solutions.
Performs special projects and related responsibilities as initiated and requested.
Performs other related duties as required, directed or as the situation dictates.
Regular attendance and punctuality at the workplace is required.
SUPERVISORY RESPONSIBILITY Manages the day‑to‑day operations of the Utility Customer Service team, billing and collections functions, time and attendance, and staff training and development. Carries out supervisory responsibilities in accordance with Concord’s policies and applicable laws. Responsibilities include interviewing and training employees, appraising performance, resolving problems and providing the Customer Service Manager with recommendations concerning employee training and remedial actions.
EDUCATION & EXPERIENCE Bachelor’s degree in a related field with four or more years of progressively responsible experience, including at least two years in supervision or an equivalent combination of education and experience.
KNOWLEDGE, SKILLS & ABILITIES
Demonstrated customer service management skills and ability to effectively lead Customer Service staff.
Ability to analyze complex issues and to develop relevant and realistic plans, programs and recommendations.
Expert knowledge of regulations, codes, policies and procedures relevant to the department, division and/or to general public utility administration/management.
Ability to recognize organization‑wide priorities and work cooperatively to support their accomplishment for the department or division.
Ability to communicate effectively and tactfully with the public, co‑workers, other employees, departments, officials and other agencies.
Proficiency with NISC iVUE or similar utility customer information systems (CIS) is preferred.
WORKING CONDITIONS & PHYSICAL DEMANDS External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the physical demands listed either unaided or with the assistance of a reasonable accommodation to be determined by management on a case‑by‑case basis. May be required to work extended shifts, weekends and overnight hours when the office is staffed 24 hours a day during emergency operations. Work may involve travel to meetings and other communities. Normal office environment, not subject to extreme variations of temperature, noise, odors, etc. Majority of work is performed in a moderately noisy work environment, with constant interruptions. Frequently subjected to the demands of other individuals and the volume and/or rapidity with which tasks must be accomplished. Regularly uses computer keyboards requiring eye‑hand coordination and finger dexterity. Balancing, crouching, grasping, pulling, reaching and stooping may also be required.
GENERAL NOTES The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.
#J-18808-Ljbffr