Open Position(s):

Customer Service Representative Supervisor

Salary: $34.59/hour – $46.35/hour

Full-Time Exempt Position

DEFINITION

Under general direction, plans, organizes, directs, and coordinates the functions and activities of the Customer Service Division, including customer relations, enforcing and maintaining the District’s rules and regulations, service charge collections, supervising and administering the District’s water conservation efforts, water turn-offs and disconnections, coordinating and overseeing the automatic meter reading system, public relations program and other customer service related functions, interacts with customers, regulators, community leaders and other external contacts; provides highly responsible and complex administrative and operational assistance to the Finance Manager; and performs related work as required.

SUPERVISION RECEIVED AND EXERCISED

Receives general direction from the Finance Manager. Exercises general and direct supervision over assigned staff.

CLASS CHARACTERISTICS

This is the full supervisory-level class in the customer service series that exercises independent judgment and has significant accountability and ongoing decision-making responsibilities associated with the work. The incumbent organizes and oversees day-to-day customer service activities, including reporting and record keeping and is responsible for providing professional-level support to the Finance Manager in a variety of areas. Responsibilities include oversight of customer service, meter reading, public relations and the water conservation and anti-flood programs.

EXAMPLES OF ESSENTIAL FUNCTIONS (Illustrative Only)

• Supervises day-to-day operations of customer service, water conservation and meter reading functions, including providing direction, overseeing staff duties in various areas, providing training, motivation, and evaluation for staff, assigning and scheduling tasks, analyzing and making recommendations regarding procedures, and
• Participates in the development and implementation of goals, objectives, policies and priorities for assigned programs and functions; recommends and administers policies and
• Participates in the development of standardized procedures and methods to improve the efficiency and effectiveness of District customer service operations; continuously monitors and evaluates the service delivery methods and procedures and identifies opportunities for improvement; recommends improvements to the Finance Manager and implements new procedures and
• Plans, directs, coordinates, and reviews the work plan for assigned functions; meets with staff to identify and resolve problems; assigns work activities, projects and programs; monitors work flow; reviews and evaluates work products, methods and
• Selects, trains, motivates, and evaluates assigned personnel; provides or coordinates staff training; works with employees to correct deficiencies; implements discipline and termination
• Performs complex and difficult customer support and special program work within programmatic and procedural guidelines.
• Oversees District’s water metering function; manages and coordinates the automatic meter reading system; ensures that the District’s meter infrastructure, systems and facilities are being inspected, maintained and repaired in a safe and timely manner and are in safe and effective working condition to provide the highest level of reliability for public
• Oversees the accounts receivable process; ensures that data submitted, and payments made are correct; audits meter readings, customer bills and payment entries for correctness; supervises cash handling and payment processing; evaluates the payment process and makes recommendations for changes and upgrades. Evaluates technological improvements in payment
• Researches and audits a variety of reports, records and documents to reconcile billing or customer service issues; produces a variety of specialized
• Plans, organizes, directs and coordinates the District’s public relations program in order to educate the general public about the District’s programs, facilities, projects, events and services, including development of marketing and informational materials, community outreach, and overall public communications.
• Seeks public input on proposed District projects and programs; facilitates citizens advisory groups; works with employees District-wide to promote outstanding customer
• Maintains the District’s website; evaluates the effectiveness of social media and other
• Develops educational programs with regard to water quality, environment, conservation and other customer relation
• Coordinates the design, lay-out and formatting of District publications, including customer newsletters, information for special events, billing inserts, department reports and other marketing and promotional materials to ensure consistency, announce activities/programs and educate customers.
• Coordinates open houses, media presentations and special events for the
• Manages the District’s advertising campaign; coordinates with the newspaper and other outreach vendors.
• Coordinates and oversees the District’s water conservation program; enforces the District’s urban water management (water conservation) plan, drought contingency plan, and water conservation ordinances.
• Develops, approves and assists with programs for annual water conservation campaigns; assists in the development of water conservation literature, develops and makes public presentations to community groups; plans and conducts water conservation community
• Completes all necessary reporting associated with water conservation, such as best management practices and grants; identifies and applies for available grants; updates grant report status; manages grants that have been
• Coordinates the public education component of the District’s water conservation program and water use efficiency
• Develops, interprets and enforces District ordinances, resolutions, policies, procedures and Rules and Regulations related to the functional areas of
• Updates District records and procedures in assigned areas pursuant to changes in law, District policies and procedures, and other pertinent rules and
• Confers with other departments on questions regarding matters related to assigned areas of responsibility.
• Oversees coordination of service order creation and
• Ensures that safe work methods are being
• Monitors expenses allocated to department; coordinates development and tracking of the related budgets as
• Provides technical information and instruction regarding applicable procedures and methods; interprets and explains rules, regulations and procedures; answers questions and resolves
• May attend and participate in a variety of community and professional group
• Keep abreast of new trends and innovations in the field of utility metering, water use efficiency, public outreach and customer
• Performs other duties as

QUALIFICATIONS

Knowledge of:

• Administrative principles and practices, including goal setting, program development, implementation and evaluation and supervision of staff, either directly or through subordinate levels of supervision.
• Organization and management practices as applied to the development, analysis, and evaluation of programs, policies, and operational needs of the assigned
• Principles and practices of employee supervision, including work planning, assignment, review and evaluation, and the training of staff in work
• Practices and procedures related to accounting for receipts and the maintenance of customer
• Principles, practices, procedures and theories related to water
• Principles, practices, procedures and theories related to water meters, water distribution infrastructure and automatic meter reading
• Applicable laws, codes and
• Records management principles and practices.
• Modern office practices, methods, and computer
• Computer applications related to the
• Techniques for effectively representing the District in contacts with governmental agencies, community groups, various business, professional, educational and regulatory organizations and with property owners, developers, contractors and the
• Techniques for dealing effectively with the public, vendors, contractors and District staff, in person and over the
• Techniques for providing a high level of customer service to the public and District staff, in person and over the
• Techniques for effective Public Relations and a positive community

Ability to:

• Assist in developing and implementing goals, objectives, policies, procedures and work standards for the department.
• Enforce established District policies, procedures and Rules and
• Plan, organize, schedule, assign, review and evaluate the work of
• Train staff in work
• Deal tactfully with the public and others in providing information, answering questions, and providing customer
• Interpret, apply and explain complex laws, codes, regulations and
• Recommend improvements in customer service and meter systems and other areas of
• Prepare clear and concise reports, correspondence, procedures and other written
• Maintain accurate records and files of work
• Organize work, set priorities and meet multiple deadlines.
• Make sound, independent decisions within established policy and procedural
• Make accurate arithmetic, financial and statistical
• Coordinate a variety of public relations, media, and community outreach activities and
• Develop effective public and community outreach strategies and campaigns; work effectively with diverse groups of different ages and various socio-economic backgrounds; listen to and discuss problems and complaints
• Use English effectively to communicate in person, over the telephone and in
• Use tact, initiative, prudence, and independent judgment within established policy and procedural guidelines.
• Establish and maintain effective working relationships with those contacted in the course of the

Education and Experience:

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

Equivalent to the completion of the twelfth (12th) grade and four (4) years of experience in customer service, business administration or office support. A four-year college degree in a related field is preferred.

License:

• Valid California class C driver’s license with satisfactory driving

PHYSICAL DEMANDS

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and to visit various District and meeting sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter and retrieve data using a computer keyboard, typewriter keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects necessary to perform job functions. The position involves occasional fieldwork requiring mobility and walking in operational areas to identify problems or hazards.

ENVIRONMENTAL ELEMENTS

Employees work in an office environment with moderate noise levels, controlled temperature conditions and no direct exposure to hazardous physical substances. This position may also occasionally work in the field and may be exposed to loud noise levels, cold & hot temperatures, inclement weather conditions, road hazards, vibration, confining workspace, chemicals, mechanical and/or electrical hazards, and hazardous physical substances and fumes. Employees may interact with upset staff, customers and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

Management reserves the right to add, modify, change or rescind the work assignments of any positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Duties, responsibilities and activities may change at any time with or without notice.

Notice under the ADA and Grievance Process