Job Description

ABOUT CUSTOMER SERVICE BUREAU

The Customer Service Bureau (CSB) division operates the administration, customer accounts, field services, and business center sections. Services include processing new service installations, service renewals, billing and collections, managing customer inquiries, cashiering and payment processing, meter reading, and field investigations. 

This bureau employs about 110 positions and operates on a $16 million annual budget.  CSB is comprised of committed employees using the latest operational efficiencies to deliver complete customer satisfaction through effective customer service.

POSITION SUMMARY

The Customer Service Billing and Collection Manager, under direction, administers and supervises the activities and personnel of one operating section of SFPUC Customer Services: Customer Contact Center, Billing, Collection, Retail Services, or  Business and Systems Support. Essential position functions include planning, assigning, and monitoring work of subordinate staff; implementing, supervising and coordinating section or division operations, objectives, responsibilities, policies and procedures; recommending policy changes; managing the section budget; informing the public, other departments and agencies; and directing preparation of reports and records.

• Plans, assigns, and inspects the work of subordinate staff, to ensure operational efficiency relating to water, wastewater, electric services and land leases and permits, as well as conformance with departmental policies, procedures, laws and regulations.
• Oversees the operations of a Customer Contact Center, Billing, Collection, Retail Services, or Business and Systems Support for effectiveness and efficiency, identifies, investigates, analyzes, and mitigates operational issues.
•  Directs the preparation of complex financial, statistical and operational reports and records including customer bills, service records and collection accounts.
• Maintains effective communication with representatives from various City departments, contractors, banking officials and the general public in connection with departmental policies, rules and regulations.
• Oversees the preparation and maintenance of a wide variety of records, reports and documents consisting of the Bureau’s financial, statistical and operational information.
• Collaborates with managers and supervisors on Customer Information System (CIS) system development and implementation.
• Participates in hiring and staff development practices, establishes and maintains effective working relationships, conducts timely performance reviews.
• Coordinates section or division operations, including complex technical issues involving various types of accounts, new services, deposits, receipts, collections, disbursements and reporting activities with other areas or agencies.
• Oversees various complex customer information systems utilized in billing and collection of water and wastewater services, electric services, land leases and permits.
• Class 0922 – Customer Service Billing and Collection Manager performs other related duties as required.

Qualifications

If you are interested in a job like this, we are looking for people that have the following minimum qualifications:

1. Possession of a Bachelor's degree from an accredited college or university; AND
2. Five (5) years of verifiable professional work experience in a customer service, billing, or collection department of a utility, public works organization, tax collector’s office, bank, retail service, insurance company, or credit agency;  AND 
3. Possession of a valid driver’s license.

SUBSTITUTION Additional experience as described above may be substituted for the required degree on a year-for-year basis. One (1) year is equivalent to thirty (30) semester units/forty-five (45) quarter units.

PLEASE NOTE:_ _APPLICANTS MUST MEET THE MINIMUM QUALIFICATION REQUIREMENT BY THE FINAL FILING DATE UNLESS OTHERWISE NOTED.

DESIRABLE QUALIFICATIONS The stated desirable qualifications below, may be used to identify job finalists at the end of the selection process when candidates are referred for hiring:

• Two (2) years of supervisory experience as part of the professional work experience in customer service or billing and collection in a large utility, public works organization, or tax collector's office as listed in the minimum qualifications.
• Extensive experience in management, organization, leadership, decision making, and problem solving, including strong computer and communication skills.
• Proficiency in two or more of the following database applications:

1. Microsoft Office Applications (Word, Excel, Outlook, Access & Visio)
2. Mobile and field computing 
3. Utility Customer Care and Billing System
4. Work Order Management System
5. Advanced Customer Call Center Applications
6. Water or Electric Meter Reading System

VERIFICATION OF EDUCATION AND EXPERIENCE: Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. More information can be found at: https://sfdhr.org/information-about-hiring-process#verification

Additional Information

This is a Position Based Test conducted in accordance with Civil Service Rule 111A. Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected and, if so, an amended note will be posted on this official job announcement.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

SPECIFIC INFORMATION REGARDING THIS EXAMINATION PROCESS ARE LISTED BELOW.

APPLICATION OPENING - TUESDAY, NOVEMBER 2, 2021 APPLICATION DEADLINE - TUESDAY, DECEMBER 7, 2021 EXAMINATION PLAN FOR THIS RECRUITMENT CONSISTS OF THE SUPERVISOR TEST BATTERY EXAM WEIGHTED AT 60% AND A SUPPLEMENTAL QUESTIONNAIRE EXAM WEIGHTED AT 40% OF THE CANDIDATES EXAM SCORE. ELIGIBLE LIST DURATION RESULTING FROM THIS EXAMINATION PROCESS WILL BE SIX (6) MONTHS. CERTIFICATION RULE FOR THE ELIGIBLE LIST RESULTING FROM THIS EXAMINATION WILL BE RULE OF THE LIST. EXAM TYPE: COMBINED, PROMOTIVE AND ENTRANCE

COMPENSATION AND BENEFITS:   The normal annual salary range is $115,544 - $147,524/year. Appointment above the maximum of the normal salary range may be considered based on documented and substantiated recruitment and retention issues or exceptional skills. A special approval process is necessary for appointment above the normal salary range.

In addition to a competitive salary, the City and County of San Francisco offers flexible benefit plans with pre-tax elections which include:  medical and dental insurance; retirement plan; deferred compensation plan; Social Security; long-term disability plan; life insurance; management training program; eleven (11) paid holidays annually; five (5) floating holidays; depending on years of service, ten (10), fifteen (15), or twenty (20) vacation days annually; and may earn up to 100 hours paid administrative leave annually.  MCCP-Salary-Ranges-FY21-22.pdf (sfdhr.org)

GENERAL INFORMATION ABOUT THE CITY'S HIRING PROCESS CAN BE FOUND AT: https://sfdhr.org/informationabout-hiring-process. We encourage all applicants to visit this page as a source for information regarding the City's hiring policies and definition of terms.

ADA ACCOMMODATION: Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

EMPLOYEES BENEFITS AND RETIREMENT INFORMATION CAN BE FOUND AT: https://sfdhr.org/benefits-overview

EXAM ANALYST INFORMATION: If you have any questions regarding this recruitment or application process, please contact the exam analyst David Jung at djung@sfwater.org.

PLEASE NOTE: all your information will be kept confidential according to EEO guidelines 

DJ |  PBT-0922-112598 | 0113119

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be vaccinated against COVID-19 as a condition of employment.  For details on how it is applicable to your employment, please click here.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.

All your information will be kept confidential according to EEO guidelines.

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be vaccinated against COVID-19 as a condition of employment.  For details on how it is applicable to your employment, please click here.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.