Water Customer Service Supervisor

About the Position
Description
Under direction, manages the Water Customer Service Division which requires to layout, coordinate, assign, supervise, train, evaluate, prepare required reports periodically and record the work units of the customer service division, meter operations and coordination with the water billing section engaged in operations, reading and maintenance of meters, backflow prevention devices, and customer meetings. Ensures compliance with all applicable regulatory agencies; monitors and ensures compliance with State and Federal regulations regarding water system operations repair, testing, inventory, and other appurtenant records as directed; and to do related work as required.
Supervision Received
Works under the direct supervision of the Water Division Manager.
Supervision Exercised
Exercises supervision of Water Customer Service Division full-time and part-time maintenance staff. Customer Service Staff include but are not limited to Meter Reader I and II positions and Water Service Representatives I and II positions.
Examples of Essential Functions
The following functions are typical for this classification. The incumbent may be assigned to manage either the Water Production or Water Distribution Sections of the Division. The incumbent may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices.
Manages, directs, plans, assigns, schedules, inspects, trains, and supervises all work related to the Water Customer Service Division and staff.
Manages Meter Operations and Field Services includes reading, installation, maintenance, testing, repair of meters, testing and field pressure tests. Reports and recommends replacement or repair of equipment. Maintaining related data and reporting of data to other departments. Maintains records and preparesreports and recommendations regarding replacement, repair and testing of meters, construction hydrant meters and backflow prevention devices. Maintains and appropriate inventory of fittings, spare parts, and other required appurtenance.
Manages customer service issues including field inspections related to billing; manages, reviews and responds to customer questions pertaining to customer billing problems and delinquent accounts, and prepares and maintains appropriate record data regarding the resolution of these matters. Coordinates with billing and establishes schedules and workflow for water service representatives.
Coordination with Administrative Services and water billing to oversee daily assignments and requests to Public Works such as meter turn-ons/offs, rereads, need to bill, door hanger notices, turn-offs for delinquency, high bill complaints, water audits, and account verification. Establish procedures to improve workflow and streamline work procedures and enforce accountability.
Takes the lead in software management, use available reports to manage meter reading, such as printing time interval reports to monitor, track, and analyze daily reading times, establish goals, and maximize staff production. Use the picture tool to reduce rereads, analyze the edit list report to reduce the amount of rereads through the picture verification feature.
Research and recommend meter reading upgrade systems, such as converting to Automated Meter Reading (AMR) systems and/or Automated Meter Infrastructure (AMI).
Take the lead in utilizing the new technology to improve customer service, provide reports to customers on water usage and leak detection.
Takes the lead in preparing water conservation outreach and programs related to drought response, Urban Water Management Plan and enforcement of the water conservation rules and regulations.
Prepares a variety of correspondence, periodic or special reports, tracking and writing to highlight division goals and accomplishments. Conducts outreach and analyzes meter information to determine best management practices.
Develops standard operating procedures. Recommends and implements strategies to achieve required internal and external service levels.
Establishes performance expectations and work standards. Prepares performance reviews and evaluations. Issues disciplinary action and implements corrective measures as required. Provides coaching and training for professional development. Evaluates and approves requested sick leave, vacation and personal leave and leave without pay requests.
Develops and prepares annual budget and department goals and objectives. Develops and analyzes performance measurement objectives for assigned work units. Determines actions and performance measures to accomplish them.
Enforces safety regulations and conducts personnel safety training and educational seminars in the use of tools, equipment, and work procedures.
Assists with plant surveys and inspections for cross connection control in conjunction with the Los Angeles County Health Department, Central Basin Municipal Water District, and the State Water Resource Control Board (SWRCB).
Provides recommendation on latest meter technology and uses system software to troubleshoot and implement efficient work procedures to reduce re-reads and improve accuracy of meter reading.
Submits reports to SWRCB, assists with the Water Loss Audit report and the Electronic Annual Report (EAR) and other State and Federal reporting requirements.
Establishes procedures and practices to meet new State requirements like AB 1668 and SB 606 establishing guidelines for efficient water use practices and complying with indoor and outdoor water use budgets.
Performs related work as required.
Minimum & Desirable Qualifications
Any combination of education and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way would be:
Education and Experience
An associate degree in accounting, business administration, organizational management or a closely related field is required. A bachelor's degree is highly desirable. The minimum experience required is either: (A) a minimum of three (3) years of experience in a responsible lead capacity in the operation, maintenance of a water system;OR (B) one year of experience managing a Water Customer Service Division or equivalent water operations division. A strong background in water customer service, and the ability to use technology and billing software to improve customer service and to generate reports to analyze large amounts of data is desirable. Additionally, the ability to use independent sound judgment in administering, interpreting and applying complex policies and procedures is highly desirable.
License/Certifications/Special Requirements
Possession of a valid Class C California Driver's License, including a satisfactory driving record, and possession of a Grade II State Water Resource Control Board Distribution Certificate are required at the time of appointment and throughout employment. Possession of a Grade II Water Treatment Operator's Certificate from the State Water Resource Control Board is highly desirable.
Must be able to perform standby functions as required to meet operational needs of Water Division.
Knowledge, Skills and Abilities
Knowledge of Municipal water system operation, including water meters; knowledge of the application, operation, and maintenance of backflow prevention devices; knowledge of state and county Health Codes and regulations that govern water services. Principles and practices of management, commonly accepted practices, and procedures of dealing with the public, productive customer relations and complaint resolution; and providing effective and efficient customer service. Effective oral and written communications skills are required, along with computer software knowledge.
Ability to maintain an appropriate inventory, prepare, maintain, and update permanent and periodic record data; ability to prepare written reports, extract data from meter reading software and establish procedures to improve meter reading accuracy, and correspondence; ability to supervise, schedule, train and instruct other personnel; ability to establish and maintain effective working relationships with other employees and with the public.
Other Important Information
California Department of Motor Vehicle (DMV) Pull Notice System
An incumbent appointed to this position is subject to enrollment in the California DMV Pull Notice Program. The Pull Notice program provides information on the incumbent's driving record and Driver's License status on a periodic basis to the City of South Gate. An employee assigned a City vehicle must acknowledge receipt and understanding of City Administrative Regulations covering the use of City vehicles.
Physical Demands and Work Environment
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to walk, stand, stoop, bend, lean, turn, twist, crouch, talk or hear. The employee is frequently required to use hands and fingers to handle, or feel objects, tools, or controls; and reach with hands and arms. Incumbents are occasionally exposed to hazardous conditions and must occasionally work at heights of up to 45 feet. The employee must occasionally lift and/or move up to 90 pounds, kneel, squat, push, pull, and reach above and below shoulder level. Specific vision abilities required by this job include close vision, long distance, color perception and the ability to adjust focus. Incumbents usually work in a shop environment but can be exposed to adverse environmental conditions including performing work around moving machinery, equipment, vehicles, noise, dust, dirt, gas and fumes. The noise level in the work environment is usually noisy. Incumbents are occasionally exposed to adverse environmental conditions.
RECRUITMENT PROCESS:
Application Packets Must Include: A fully completed online employment application which:
* Covers at least the past 10 years of employment history (or longer if you have other relevant experience).
* Responses to the supplemental questionnaire.
* Must be specific in describing your qualifications for this position. Failure to state all pertinent information may lead to elimination from consideration. Stating "See Resume" is not an acceptable substitute for a completed application.
* Individuals who require a reasonable accommodation to participate in any phase of the application or selection process must advise Human Resources and make such a request during the application process. Every effort will be made to provide a reasonable accommodation where requested.
Selection Process: All application materials received by the application deadline will be reviewed and evaluated. All information supplied by applicants is subject to verification.
* Application Review: The first phase will be a detailed review and appraisal of each candidate's application. This phase is for qualifying purposes only. There is no weight assigned to this phase. Those candidates who meet the minimum qualifications may be invited to the next phase.
* Oral Interview - (weighted 100%):A minimum of 70% must be obtained for placement on the Employment Eligibility List.
* Candidates who successfully complete all phases of the selection process will be placed on an eligibility list. Current and future vacancies will be filled from this list. Lists typically last for 12 months, but may be extended or abolished in accordance with the City's Civil Service rules and regulations.
Pre-employment Process
* The City supports a Drug-Free Workplace.
* All potential employees are required to successfully complete a thorough background investigation, fingerprinting, and pass a post-offer pre-employment medical examination (which will include a drug/alcohol screening).
* New employees must complete a verification form designated by the United States Department of Homeland Security, Citizenship and Immigration Services, that certifies eligibility for employment in the United States of America.
Hiring of Relatives: Relatives of existing employees by blood or marriage will not be eligible for employment with the City if potential supervision, safety, security, or morale problems exist; or if potential conflicts of interest exist. Relatives include an employee's parents, children, spouse, brothers, sisters, in-laws, and step relationships.
The provisions of this announcement do not constitute an expressed or implied contract and any provisions contained in this announcement may be modified or revoked without notice.
Equal Opportunity Employer
The City of South Gate is an Equal Opportunity Employer. In compliance with all applicable Federal and State laws, it does not discriminate on the basis of race, religion, color, sex (including pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, childbirth or breastfeeding), sexual orientation, gender, gender identity, gender expression, national origin, ancestry, citizenship status, marital status, age, medical condition (cancer and genetic characteristics), genetic information, physical or mental disability (including HIV and AIDS), military or veteran status in its employment actions, policies, procedures, or practices.
The City of South Gate is a busy urban community consisting of residential, commercial, and industrial development, spread over 7.41 square miles. It is currently ranked the 59th largest city in California with a population of approximately 100,000. Strategically located along the 710 freeway, the City is just 12 miles southeast of downtown Los Angeles.
The City is in a state of revitalization with many new development projects on the near horizon. As we look to the future we are heartened by the many opportunities for economic growth. We are looking for (a) dynamic individual(s) to join our employment team and work alongside our civic leaders, residents, and business owners committed to promoting and maintaining a safe and prosperous community in which to live and work.