Assistant Customer Services Manager

Description

The City of Anaheiminvites you to join thePublic Utilities Customer Services Divisionas anAssistant Customer Services Managerto assist in the direction, management, supervision and coordination of the programs and activities within the division. The incumbent will provide highly responsible and complex administrative support to the Customer Services Manager, respond to and resolve difficult and sensitive citizen inquiries, ensure efficient resolution of customer problems and complaints, and coordinate assigned activities with other divisions, departments, and outside agencies.

Candidates must possess five (5) years of increasingly responsible customer service experience, including two (2) years of administrative and supervisory responsibility. Experience must be supplemented by a Bachelor’s degree from an accredited college or university with major course work in accounting or a related field. An equivalent combination of experience and education sufficient to perform the essential job functions and provide the required knowledge and abilities is qualifying. Experience working in a union environment is desirable.

The Anaheim Public Utilities mission is to add value to the community through a customer focused approach to providing reliable high quality water and electric service at competitive rates. In keeping with the City of Anaheim’s core values of vision, responsibility, pride and service, APU has developed the following department goals.

• Enhance and maintain our competitive and financial position.
• Enhance service deliver, service options and service quality
• Strengthen system infrastructure.
• Ensure balanced, diverse, and cost effective resource supply
• Enhance customer service

The anticipated salary offer to candidates will range between $91,364 - $125,626 annually. Depending on candidate qualifications and approvals, the city may consider offers up to $137,046 annually. Excellent Benefits, please visitwww.myanaheimbenefits.com

Essential Functions

The following functions are typical for this classification. Incumbents 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. For a full list of Essential Functions, please select the titleAssistant Customer Services Manager.

• Assist in planning, coordinating and reviewing the work plan for providing customer services; meet with staff to identify and resolve problems; assign work activities, projects and programs; monitor work flow; review and evaluate work products, methods and procedures; recommend and implement changes as appropriate.
• Participate in the development and administration of the division’s annual budget; participate in the forecast of funds needed for staffing, equipment, materials, and supplies; monitor and approve expenditures; implement adjustments.
• Identify opportunities for improving service delivery methods and procedures; work closely with department staff to identify areas of improvement; recommend changes including implementation strategies and cost savings; review with appropriate management staff; implement improvements.
• In the absence of the Customer Services Manager, assume management responsibility for the division.
• Perform planning, supervision and oversight of the day-to-day operations of the Customer Service Division to enable efficient operations and allow the Customer Services Manager to focus on the strategic issues, goals, and objectives of the division.
• Assist in the management and supervision of the services and activities of the Customer Service Division including credit and collections, utility services, customer account maintenance, field services, and a citywide information call center.
• Perform related duties as required.
• Participate in the development and implementation of goals, objectives, policies and priorities for assigned programs including customer service, billing investigations, utility services, administration, and data systems; identify resource needs; recommend and implement policies and procedures.

Qualifications

Experience and Education: Five (5) years of increasingly responsible customer service experience, including two (2) years of administrative and supervisory responsibility supplemented by a Bachelor’s degree from an accredited college or university with major course work in accounting or a related field. An equivalent combination of experience and education sufficient to perform the essential job functions and provide the required knowledge and abilities is qualifying.

Knowledge & Abilities -For a full list of Knowledge of and Ability to, please select the titleAssistant Customer Services Manager.

License/Certification Required: Possession of an appropriate, valid driver’s license.

Supplemental Information

IMPORTANT APPLICATION INFORMATION AND INSTRUCTION

Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is onMonday, May 22, 2023at 5:00PM.Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date.

The selection process will consist of a minimum of skills examination and oral interview.

The eligibility list established from this recruitment may also be used to fill the current and/or additional vacancies throughout the City.

Candidates must be specific and complete in describing their 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.

The successful candidate will be required to undergo a reference / background check (to include a conviction record) and pass a post-offer pre-employment medical examination (which will include a drug/alcohol screening). The City of Anaheim utilizes E-Verify and new employees must provide documentation to establish both identity and work authorization.

Communication regarding your application and/or status will be sent to the email address listed on your application. Please check your email regularly throughout the recruitment process as you will not receive communications by any other method.

Equal Opportunity Employer

The City of Anaheim offers a range of benefit programs for employees and their eligible dependents. These include health, dental, vision, and life insurance, as well as a variety of voluntary benefits. Programs and benefits amounts vary and are based on bargaining unit, family size, hire date, plan selection, and number of hours worked.

To view the current benefits summary, visit: https://www.anaheim.net/DocumentCenter/View/30970/Benefits-Summary-Full-Time

For additional information about the City's benefits, visit: www.myanaheimbenefits.com

RETIREMENT BENEFITS– The City contracts with the California Public Employees Retirement System (CalPERS) to provide retirement benefits. Retirement formula is based on appointment date and membership status with CalPERS.

Note: Pension contribution limitations are set by CalPERS each calendar year, with compensation limit requirements for Public Employee Pension Reform Act (PEPRA) members and Classic members. Employee contributions will be deposited into a 401(a) account after reaching this limit. Employees with CalPERS membership dates prior to July 1, 1996 are not impacted by these limits.

To view the current limits and additional CalPERS information, visit:

https://www.anaheim.net/DocumentCenter/View/4783/CalPERS-Rates