| Purpose: |
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Under general direction, supervises the operations and activities of personnel in the administration of city services, to assist customers in obtaining and maintaining services, and to educate and inform consumers. |
| Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Resolves customer conflicts and provides options to ensure customer satisfaction.
- Develops, revises, and implements standard operating practices, policies, and procedures for the section/division. Determines goals/objectives/resource requirements for activities within the division.
- Oversees billing collection and payment arrangement functions.
- Reviews and approves account documentation.
- Provides technical advice and assistance to employees, city management, contractors, and citizens.
- Coordinates division activities with other divisions and departments.
- Ensures all Citizen Assistance Forms are assigned to respective sections and processed within set deadlines.
- Prepares financial summaries, performance measures, data, and reports for management review.
- Plans, develops, implements and conducts on-going education and in-service training programs.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal
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| Knowledge, Skills, and Abilities: |
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Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
- Knowledge of rate structures, utility usage, and conservation methods.
- Knowledge of utility conservation methods and procedures applicable to commercial, industrial or residential uses.
- Knowledge of supervisory and managerial techniques and principles.
- Knowledge of city practice, policy and procedures.
- Skill in oral and written communication.
- Skill in using computers and related software.
- Skill in data analysis and problem solving.
- Skill in planning and organizing.
- Skill in handling multiple tasks and prioritizing.
- Ability to calculate services and rate classification for commercial, industrial or residential applications.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to establish and maintain good working relationships with city employees and the public.
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| Minimum Qualifications: |
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Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus five (5) years of experience providing customer service, two (2) years of which were in a lead or supervisory capacity.
Experience may substitute for education up to a maximum of four (4) years. |
| Licenses and Certifications Required: |
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None
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