Customer Service Manager (Administrative Services Manager)

City of Sunnyvale•Sunnyvale, CA

5d•Onsite

About The Position

The City of Sunnyvale is seeking an energetic and motivated leader to join the Business and Enterprise Services Division of the Finance Department as the Regular, Full-Time Customer Service Manager. This division is responsible for customer service, water meter reading, billing, accounting, and auditing for the City’s three utilities (water, wastewater, garbage and recycling). This division is also responsible for administering the City’s Business License, backflow compliance, and central cashiering functions. The Customer Service Manager will supervise customer service for the City’s cashiering, business license, and utility billing functions of the Finance Department. This fast-paced position requires a professional with strong communication abilities and a commitment to delivering a superior customer experience. Our office is open to the public Monday-Friday from 8:00am to 5:00pm. The Customer Service Manager is expected to be available in office five days per week; no remote work or special schedules are available for this position. The Customer Service Manager can be found on the City’s Salary Table as the Administrative Services Manager.

Requirements

A bachelor’s degree from an accredited college or university in accounting, finance, business administration, or related field; AND Five (5) years of increasingly responsible experience in customer service/billing and general administration, including three (3) years of prior lead or supervisory experience.
Knowledge of: Principles and practices of leadership.
Principles of providing functional direction and training.
Principles and techniques for working with groups and fostering effective team interaction to ensure teamwork is conducted smoothly.
Principles and practices of budget development and administration.
Principles and practices of contract administration and management.
General principles of risk management related to the functions of the assigned area.
Principles and practices of public administration, financial control and reporting, and organizational review.
Methods, procedures, practices, and terminology used in billing, revenue collection, and financial recordkeeping.
Modern and emerging practices and methods of cash handling and payment processing.
Complex arithmetic and statistical techniques.
Research methods and techniques.
Recent and on-going developments related to the operations of the assigned program.
Recordkeeping principles and procedures.
Methods and techniques of preparing technical and administrative reports and general business correspondence.
Applicable federal, state, and local laws, codes, and regulations as well as industry standards and best practices pertinent to the assigned area of responsibility.
City and mandated safety rules, regulations, and protocols.
Techniques for providing a high level of customer service, by effectively working with the public, vendors, contractors, and City staff.
The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.
Ability to: Plan, organize, oversee, develop, implement, and administer comprehensive utilities customer service and business licensing programs.
Assist in developing and implementing goals, objectives, practices, policies, procedures, and work standards.
Effectively provide staff leadership and work direction.
Prepare and administer budgets; allocate limited resources in a cost-effective manner.
Coordinate and manage assigned projects and programs.
Conduct strategic planning for assigned projects.
Organize, implement, and direct financial and administrative activities for assigned programs.
Audit and reconcile financial records, tabulate and balance transactions, and research account discrepancies.
Conduct administrative and analytical studies, compile technical and statistical data, evaluate alternatives, and make sound recommendations.
Deescalate difficult situations and demonstrate empathy.
Perform mathematical calculations quickly and accurately.
Research, analyze, and evaluate new service delivery methods, procedures, and techniques.
Prepare, maintain, and update accurate detailed records and files.
Interpret and evaluate statistical data.
Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed.
Effectively represent the division and the City in meetings with governmental agencies, community groups, various business, professional, and regulatory organizations, and in meetings with individuals.
Prepare clear and concise reports, correspondence, documentation, and other written materials.
Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.
Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.
Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
Possession and continued maintenance of a valid class C California driver's license or the ability to provide alternative transportation as approved by the appointing authority and a safe driving record.

Nice To Haves

Experience managing a high-volume call center is preferred but is not required.

Responsibilities

Plans, develops, administers, implements, and oversees the daily functions, operations, and activities of the City’s customer service, backflow administration and business licensing programs.
Participates in the development and implementation of goals, objectives, policies, and priorities for the program; recommends within department policy, appropriate service, and staffing levels; recommends and administers policies and procedures.
Assists with developing program budgets; monitors expenditures and submits invoices for supplies and equipment; ensures compliance with budgeted funding.
Oversees the management and direct supervision of the City’s utilities customer service function, supervising staff responsible for providing service via a variety of communication portals including a call center; oversees the processing of utility payments and the creation of work orders submitted by the service provider and other departments; responds to escalated customer needs; develops programmatic responses to new needs and/or legislative requirements.
Manages the City’s central cashier, including oversight of all cashier transactions, daily reconciliations, and ensuring file transfers to the City’s financial systems, preparing reports, and resolving issues; manages daily accounting and safekeeping of the City’s revenue and cash collection; guides staff on cash handling procedures and guidelines.
Reviews, analyzes, audits, reconciles, monitors, and maintains accounts in assigned area of responsibility including cashiering, utility billing, reconciling receivables and processing collections, and approving billing adjustments; approves account adjustments and cash receipt vouchers; provides cash funds for other departments; prepares cash deposits and posts revenues; oversees the processing of City-wide payments such as utility taxes, transient occupancy taxes, and City invoices.
Supervises and reviews the calculation of business license fees and fines; administers and assigns the business license process; oversees requirements as adopted in the municipal code including noticing renewals, issuing new licenses, coordinating with Public Safety and Community Development for necessary approvals, and conducting annual tax audits.
Manages and supervises the administrative functions of the state-mandated backflow testing program; develops and maintains an approved testers list and provides testing forms and notices to customers regarding testing deadlines; coordinates with Environmental Services staff to research backflow testing issues and prepare reports; oversees follow up on failed tests, new installs, and other compliance issues; sells backflow removal/installation permits and testing tags.
Coordinates the maintenance upgrade, modification, operation, and implementation of assigned revenue-related software, including but not limited to utility billing, phone, payment processing, print and mail vendor, third party vendor for collections, and business licensing systems; assists with system evaluation and testing; oversees systems changes, identifies, and resolves ongoing functional and technical issues.
Researches and analyzes issues; incorporates information from Utility Billing system, meter readers, water division field staff, franchisee, and solid waste field staff; determines fair resolutions within legal and City policy in support of City interests.
Serves as liaison for assigned functions with other City departments, divisions, and outside agencies; provides staff support to commissions, committees, and task forces, as required.
Provides highly complex staff assistance to the Utility Billing Division Manager; prepares reports and correspondence concerning new or ongoing programs and program effectiveness; prepares statistical reports as required; establishes and maintains of working and official program files; ensures the proper documentation of operations and activities.
Reviews the work of staff to ensure compliance with applicable federal, state, and local laws, codes, and regulations.
Represents the City in meetings with members of other organizations, community groups, contractors, and the public.
Attends and participates in professional group meetings; stays a breast of new trends and innovations in the fields of utility customer service and business licensing.
Monitors changes in regulations and technology that may affect operations; implements policy and procedural changes after approval.
Answers questions and provides information to the public; investigates and responds to complaints and inquiries from residents, other departments, and agencies.
Ensures staff observe and comply with all City and mandated safety rules, regulations, and protocols.
Performs other duties as assigned.