*CURRENT SAWS EMPLOYEES ONLY* Supervisor - Customer Service Delinquency Management

Salary: $70,179.00 - $120,411.00 Annually Location : San Antonio, TX Job Type: Full Time Job Number: 2026-00081 Department: Customer Service Opening Date: 03/06/2026 Closing Date: 3/22/2026 11:59 PM Central Grade 20 - Starting annual salary: $70,179.00. Rate of pay depends on qualifications.Job DescriptionJOB SUMMARYThe Supervisor - Customer Service (Delinquency Management) oversees the daily operations and strategic direction of revenue collection and customer account management functions within the Customer Service Department. This position is responsible for supervising staff and coordinating activities related to billing, delinquent account management (31-180+ days), final and bankruptcy accounts, sundry invoices, and non-sufficient fund checks to ensure timely revenue recovery and compliance with established policies and procedures. ESSENTIAL FUNCTIONSSupervises, 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. Revenue Collection SpecialtyDevelops the collection process of aged accounts from 31-180+ days delinquent. Coordinates and initiates the collection of outstanding balances on final and bankruptcy accounts, sundry invoices, and non-sufficient fund checks. Facilitates workflow, monitors productivity, and ensures staff compliance with policies and procedures. DECISION MAKINGWorks under limited supervision. Supervises: 5-50 employees. MINIMUM REQUIREMENTSAssociate'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 QUALIFICATIONSBachelor's Degree in Business Administration or related field from an institution accredited by a recognized accrediting agency. Bilingual in English/Spanish. JOB DIMENSIONSRegular 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 CONDITIONSPhysical 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-DNISan Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers. From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:Competitive, market-based salaries Performance-based incentives Medical benefits Dental benefits Life insurance Prescription drug program Vision care plan Two retirement plans Deferred compensation plans (457 plan) Disability income Paid leave (vacation, sick, personal) Education assistance program Employee assistance program Flexible, tax-deferred health and dependent care spending accounts Wellness programs On-Site Fitness Facilities Community service opportunities 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 How many years of experience do you have in providing functional guidance and training to customer service staff? No experienceLess than 2 years of experienceBetween 2 and 5 years of experience5 years or more of experience04 Please describe your experience supervising and training a team? Supervisory experience overseeing a Collections 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. 05 Describe your understanding of the delinquency process, up to, and including, service restoration? If no experience, enter N/A. 06 What is your experience managing payment arrangements or hardship programs for customers with high balances? If no experience, enter N/A. 07 Describe a time when you had to de-escalate a customer complaint related to disconnection or past-due bills. If no experience, enter N/A. 08 Please describe your experience with utilizing a computerized customer service system and word processing, spreadsheets, and database software? If no experience, enter N/A. 09 *Do you have a valid Texas driver's license? If so, what type of driver's license do you have? Class CClass CDL - BClass CDL - AI do not have a valid driver's license.I have a valid driver's license from another state.10 *Are you a current SAWS employee (part-time, full-time, or intern)? Part-time EmployeeFull-Time EmployeeIntern EmployeeNot a current SAWS employeeRequired Question