GENERAL PURPOSE

Under general direction, plans, prioritizes, supervises and reviews the work of Customer Service Representatives; and performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS

Incumbents in this class are responsible for supervising the activities and operations of a customer service unit, including telephone and counter service areas, cashiering and quality control. Incumbents in this class have full supervisory responsibilities for support staff and are responsible for a broad scope of work requiring a high degree of independent judgment and discretion, complex problem-solving, and broad professional knowledge and experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The duties listed below are intended only as illustrations of the various types of work that may be performed. 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 this class.

Plans, organizes, controls, integrates and evaluates the work of assigned staff; with staff, develops, implements and monitors work plans to achieve goals and objectives; develops, recommends and monitors performance against annual program budgets; supervises and participates in developing, implementing and evaluating plans, work processes, systems and procedures to achieve annual goals, objectives and work standards. Plans, organizes, directs and evaluates the performance of assigned staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development; recommends compensation and provides other rewards to recognize performance; subject to management concurrence, takes disciplinary action to address performance deficiencies, in accordance with City personnel rules, policies and labor contract agreements. Directs and organizes activities including the timely billing and collection of charges for water, sewer, refuse and irrigation services, processing license applications assuring policy and procedure adherence, and receiving license fees, sales tax remittances and second-hand dealer fees. Supervises the preparation and delivery of bank deposits; ensures all monies received are recorded and deposited promptly and accurately in accordance with established procedures. Investigates, analyzes and resolves the most difficult customer complaints/inquiries; meets with customers to resolve issues and authorizes adjustments, if applicable. Supervises and manages sales tax, cashiering and utility billing accounting systems and reporting procedures to ensure all systems are being updated in a timely and accurate manner; monitors and maintains quality control of computer information used in the Customer Service area, including review of exception reporting and timely follow-up on designated items. Provides highly complex staff assistance to the Revenue Manager, as required. Serves as backup for the Revenue Manager as required.

DESIRED MINIMUM QUALIFICATIONS

Knowledge of:

Principles, practices, methods and techniques of supervision; principles, methods and techniques used for employee training; rate structures for utility services; City tax code and Model City tax code; GAAP; ACH policies and procedures; municipal accounting, auditing and financial reporting; methods, operations and equipment used in processing utility payments and administration of licensing activities; laws, ordinances, codes and City policy regarding the issuance of licenses and processing such documents; applicable federal, state and local laws and regulations; collection and receivable practices and procedures principles, methods and practices of budget preparation and administration; proper English usage, including spelling, grammar and punctuation; City personnel policies and MOU provisions.

Ability to:

Plan, organize, coach, supervise, train, motivate, counsel, and provide effective leadership to staff; interpret City policies and tax codes; City’s U/B, cashiering and sales tax and phone systems; recommend and implement procedural changes; analyze customer service problems and take appropriate action or make appropriate recommendations; operate a computer and utilize word processing, spreadsheet, budgeting software and other standard office equipment; establish and maintain cooperative working relationships with those encountered in the course of the work.

Training and Experience:

A typical way of obtaining the knowledge, skills and abilities outlined above is graduation from a recognized college or university with major coursework in accounting, finance, business administration, public administration or a related field; and four years of increasingly responsible customer service experience, including utility water service responsibility; or an equivalent combination of training and experience.

PHYSICAL AND MENTAL DEMANDS

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are frequently required to sit; talk or hear, both in person and by telephone; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. The employee may regularly be required to walk or stand and to occasionally lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision, and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve complex problems; use math and mathematical reasoning; perform work under changing, intensive deadlines, on multiple concurrent tasks; work with constant interruptions; interact with the public. The employee will come in contact with dissatisfied or abusive individuals.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee works under typical office conditions; the noise level is usually quiet.