THE POSITION: The Alameda County Water District, in Fremont, California, is seeking an experienced professional with outstanding skills to serve as Customer Service Supervisor. Under direction from the Customer Services & Systems Manager within the Finance Department, the Customer Services Supervisor provides leadership, independently plans, organizes and directs a comprehensive customer service program for the District; plans, directs and supervises staff, performs complex analysis and testing of the customer information system (CIS), supervises all customer billing, payment, account management, collections, and customer relations activities; designs and implements strong internal controls for cash, billing, and other pertinent processes; audits processes for accuracy and compliance with internal controls; investigates and implements new technology that enhances customer service response and efficiency; understands software logic, reconciles numbers and monitors processes and integration points for accuracy; prepares the annual budget request for the work unit, estimates staffing, equipment and supply needs; monitors and controls unit expenditures after budget adoption; initiates complex analyses and studies resulting in recommendations and implementation of system or process changes; and provides consultation and advice to the division and department manager relative to the District’s customer service function. Government and utility experience is highly desirable.
SALARY: Depending on qualifications and experience, this position may be filled at either level. The annual salary ranges for the respective levels are as follows: Customer Service Supervisor I position is $124,600- $151,457, plus excellent benefits. The Customer Service Supervisor II salary range is $140,491-$170,774.
Customer Service Supervisor I: Possession of an Associate of Arts degree from an accredited college or university with a major in business administration, office management, or a related field. Possession of a Bachelor’s degree is not required, but is preferred.
Additionally, two (2) years of full-time experience involving the interpretation and enforcement of complex regulations and policies and the resolution of customer complaints with at least one (1) year in a lead capacity directing the work of others.
Successful completion of the District’s Pre-Supervisory Training Program may be substituted for the one (1) year in a lead capacity directing the work of others.
Customer Service Supervisor II: In addition to the requirements for the Customer Service Supervisor I classification, two (2) years of full-time experience in a position equivalent to a Customer Service Supervisor I with the District.
Additional Requirements: Must possess a valid California Driver’s license and a satisfactory driving record.
Knowledge, Skills and Abilities: Knowledge of: principles, procedures and methods used in customer accounting and utility billing; principles and practices of good customer relations and complaint resolution; modern principles and practices of effective employee supervision and personnel management; cost estimating methods and budget administration; uses and capabilities of computerized accounting and billing systems; modern office practices and procedures; elements of procedure analysis and work improvement methods; pertinent local, State and Federal laws and regulations related to bill collection, consumer affairs and provision of public utility services; safe work practices and the ability to identify workplace hazards and/or unsafe conditions and take appropriate corrective action.
Skill and Ability to: provide active leadership, be a creative thinker that thinks outside the box and plans, implements and oversees a comprehensive customer service program; plan, assign, supervise and review the work of clerical and collections employees; resolve day to day employee relations matters; develop and revise office procedures; oversee the processing of customer transactions and records; train others in the use of new procedures; deal tactfully and effectively with customers, interpreting and explaining complex regulations and procedures, frequently in situations where relations may be strained; make arithmetic computations; be literate with Microsoft Word, Excel, Outlook, and Visio, communicate effectively, both orally and in writing; maintain detailed and accurate records; initiate and conduct complex analyses and studies; prepare clear and concise written reports; advise the division manager and/or department manager on customer service matters having District-wide impact; establish and maintain good working relationships with those contacted in the course of the work; perform essential duties of the job without causing harm to self or others.