Job Description

ASSISTANT CUSTOMER SERVICES ADMINISTRATOR

JOB CODE 51280

Effective Date:	04/92A

DISTINGUISHING FEATURES OF THE CLASS:

The fundamental reason this classification exists to is provide the direct management and supervision of field operations in the Customer Services Division of the Water Services Department. The incumbent is responsible for field complaint investigations, meter reading and meter route planning, field procedures development and implementation, and investigation of illegal water use. Supervision is exercised over Field Service Supervisors II. Incumbents are guided by City Code, department policies, and assignments received from the Customer Services Administrator, but must exercise independent judgment in accomplishing assigned work. Success is measured through reports, conferences, program results, productivity improvements, and cost savings in economy of operations.

ESSENTIAL FUNCTIONS:

• Directs the work of supervisors in field operations;
• Supervises and assists in the development, installation, and administration of new techniques and productivity improvements;
• Participates in planning, programming, and directing operation of the Water Services Customer Services Division;
• Acts as official representative of the Customer Services Administrator in meetings with customers, supervisors, department heads, and City officials;
• Gathers pertinent facts and statistics, makes thorough analyses, arrives at sound conclusions, and reports research findings and recommendations in a clear, complete, and logical form;
• Approves purchase requisitions and payments to suppliers/vendors;
• Plans, organizes, supervises, and reviews the work of division personnel;
• Interprets rules, regulations, and policies and makes decisions based upon them;
• Composes letters, memos, and reports relative to departmental policies and procedures;
• Investigates complaints referred by the City Manager's Office, the Mayor's Office, the City Council Office, and the Consumer Advocate, and reports findings or actions taken;
• Supervises the preparation and maintenance of the Customer Services Manual of Operating Procedures;
• Monitors and approves all significant division budgetary expenditures;
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Required Knowledge, Skills and Abilities:

Knowledge of:

• Policies and procedures of the Water Services Department with respect to Customer Services.
• Electronic data processing applications related to large billing operations.
• City codes and ordinances pertaining to the Water Services Department and general City practices.
• Modern business management principles, practices, and procedures.

Ability to:

• Plan, organize, and supervise the work of division personnel.
• Perform a wide range of supervisory responsibilities.
• Interpret rules, regulations, and policies and make decisions based upon them.
• Work cooperatively with other City employees, various levels of management, and the public.
• Work under high level of stress in handling consumer complaints on large volume accounts.
• Communicates orally with co-workers, customers, or the public in a face-to-face, one-to-one setting, or on the telephone.
• Produce written documents with clearly organized thoughts using proper sentence construction, punctuation, and grammar.
• Comprehend and make inferences from written material.
• Operate a motor vehicle requiring a standard Driver's License.
• Work safely without presenting a direct threat to self or others.

Additional Requirements:

• Some positions require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver's license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage.
• Some positions will require the performance of other essential functions depending upon work location or assignment.

ACCEPTABLE EXPERIENCE AND TRAINING:
Three years of financial or utility management experience at a supervisory level and a bachelor's degree in public or business administration or a related field. Other combinations of experience and education that meet the minimum requirements may be substituted.