Customer Services Manager (New Business Office)

East Bay Municipal Utility District | Oakland

Salary Range: $121,080 - $174,888 Annually
Open Date: 10/08/2018
Close Date: 10/26/2018

Position Description

East Bay Municipal Utility District (EBMUD) invites qualified applicants to apply for the Customer Services Manager (Manager) in the New Business Office. The Manager directs, manages and supervises the staff and operations that serve developers, businesses, individuals and other agencies dealing with connections to East Bay Municipal Utility District’s (EBMUD’s) water supply, wastewater treatment and distribution facilities and the installation of public and private fire protection facilities. The Manager is responsible for developing and maintaining high customer service standards and effective coordination of activities at EBMUD and with the public directly and through subordinate staff.

The Manager represents EBMUD with people and entities concerned with the installation of new services, administering complex policies, regulations and procedures, obtaining cost estimates from other EBMUD departments, and coordinating with applicants who require large capital outlays for new business transactions.

Typical duties include:
• Interpreting and explaining EBMUD policies, procedures, regulations and charges regarding water and wastewater service connections, water main extension, public fire hydrant and private fire service installation, abandonment or relocation of EBMUD facilities and annexation of territory to EBMUD.
• Directing the preparation of written cost estimates for new service installations.
• Directing the preparation of water main extension agreements and related documents; administering agreements.
• Preparing and maintaining annual budgets and approving expenditures for activities and program-related operations.
• Representing EBMUD and the department in meetings, conferences and workshops.
• Assisting in preparing annual goals and objectives and in developing action plans to accomplish them.

The ideal candidate will possess the following knowledge and abilities:

Knowledge of:
• accepted practices of meeting and dealing with the public, handling customer complaints and providing effective customer service.
• principles and practices of management including common supervision techniques, performance indicator measurement and analysis, goal setting, budgeting, scheduling and prioritizing, employee motivation and work evaluation, discipline and problem-solving techniques.
• standard office administration practices.

Ability to:
• plan, organize, supervise, coordinate and evaluate the work of subordinate employees
• develop, coach and mentor staff sufficient to ensure appropriate technical skills and the maintenance of customer service standards.
• develop and maintain effective working relationships with current and prospective customers, business community members, representatives of other public agencies, contractors, political representatives, and other EBMUD work groups.
• develop and administer complex policies, regulations and procedures; analyze data and reach sound conclusions.
• understand the general principles of utility distribution system engineering and installation, cost determinants, rate structures and annexation procedures.
• prepare clear, complete and concise documents.
• manage time effectively, prioritize work and meet deadlines.
• speak effectively in meetings and in public.

The annual salary is $121,080 up to $174,888. Initial placement within the range is based upon qualifications. Appointment is typically made at or below the control point ($157,404 per year).

Position Qualifications

Any combination of education and experience that has led to the acquisition of the knowledge and abilities indicated above. Typical means of acquiring the essential knowledge and abilities is a combination of training and experience equivalent to:

1. A bachelor’s degree or its equivalent.

2. Three years of staff or supervisory experience in one or more of the following:
a. High volume, direct customer support for either internal or external clients including resolution of escalated complaints; OR
b. Developing, maintaining, implementing, and evaluating results of work process or technology improvements to customer service systems; OR
c. Providing financial, budgetary, human resources, training or other internal staff support to high volume customer service systems that ensure strong understanding of business operations.

3.Valid California driver’s license and satisfactory driving record.

4. Physical ability to perform the critical and important duties of the class.

How to Apply

Submit a completed EBMUD application and the required supplemental question responses online at by 4:30 p.m., Friday, October 26, 2018. Only application materials submitted online during the filing period will be accepted. EBMUD is an Equal Opportunity Employer: Females/Minorities/Veterans/Disability Job Hotline: (510) 287-0742
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