Customer Service Supervisor

About the Role

Join Team MoVal as a Customer Service Supervisor and ensure every customer interaction is exceptional. This role oversees the daily operations of the Utility Customer Service Division, focusing on high-quality service and efficient utility account management. You will lead a team of Customer Service Representatives and support staff, providing guidance, training, and performance oversight. The position involves managing customer inquiries, utility billing, payment processing, service requests, account maintenance, and coordinating field services. You will act as the primary escalation point for complex customer issues related to utility billing, service changes, meter services, payment plans, and account disputes. Collaboration with finance, billing, field operations, and other departments is key to maintaining service excellence, improving workflows, ensuring compliance, and achieving organizational goals. This is a fast-paced public service environment requiring strong leadership, customer service expertise, and problem-solving skills.

The Ideal Candidate

We are seeking a customer-focused and collaborative leader with extensive experience in utility customer service operations, billing administration, account maintenance, and payment processing. The ideal candidate can effectively supervise, coach, and motivate customer service teams, fostering a culture of accountability and professionalism. You should excel at resolving complex customer issues with tact and diplomacy, particularly those involving billing discrepancies, service requests, payment arrangements, and complaints. Strong organizational and detail-oriented skills are essential for managing multiple priorities and ensuring accuracy and compliance. Excellent analytical and communication skills are required to interpret and explain regulations and policies, and to collaborate effectively with internal and external stakeholders. A commitment to continuous improvement, process optimization, staff development, and responsive, equitable community service is highly valued. Experience in a utility or municipal setting and proficiency with utility billing and customer information systems are highly desirable.

The City

Moreno Valley, incorporated in 1984, operates under a Council-Manager form of government. With over 550 dedicated employees, the City provides a wide array of municipal services, including Public Works, Economic Development, Community Development, Parks and Community Services, Financial and Management Services, and Library services. The City partners with Riverside County for Police and Fire services.

About the Moreno Valley Utility Division

The Moreno Valley Utility (MVU) is responsible for the operation, maintenance, and business planning of the City’s electric utility. Since February 2004, the City has been providing safe, reliable, and economical public electric service, emphasizing innovative customer solutions, infrastructure enhancement, community development, and environmentally responsible resource management.

Selection Process

Applications will be screened to ensure candidates meet minimum qualifications. Those with the most desirable qualifications will proceed. The process may include a video appraisal interview, a technical interview, and an eligible list will be established. The City is committed to equal employment opportunity and providing reasonable accommodations for persons with disabilities. Please contact Human Resources at hr@moval.org or (951) 413-3045 for accommodation needs.

Additional Information

This position operates on a 4/10 schedule, with Fridays off. Recruitment may close once 25 qualified applications are received or by Tuesday, June 16, 2026, whichever occurs first. Interested candidates are encouraged to apply early.