Commercial Division Assistant Supervisor - Customer Services Bureau - SFPUC (4310) (153664)

Under general administrative direction the 4310 Customer Service Billing and Collection Assistant Manager plans monitors evaluates supervises and coordinates the operation of all aspects of utility billing and collection services. This position may be responsible for operational activities at the Customer Contact Center Business Center Retail Electric Services or Customer Accounts Section of the SFPUC Customer Services Bureau and performs other jobrelated duties as assigned.

Essential Functions:

• Performs difficult and complex billing and collection activities in connection with establishing and maintaining incity and regional/wholesale consumer services gas electric water and wastewater services or negotiation of agreements collection and accounting of revenues.
• Supervises in planning assigning and inspecting the work of subordinate staff engaged in billing and collections and in establishing and maintaining consumer/customer services and accounts.
• Performs high level and technical billing and collection methods using highly complex and customized billing systems for water wastewater electric and gas services as well as a property management system.
• Using computerized billing tracking and collections systems prepares and maintains a wide variety of complex records reports and documents relating to financial statistical and operational information.
• Interprets implements and administers existing policies rules and regulations and procedures as they relate to City consumer/customer services accounts payments billing and collection processing.
• Interacts with other departmental personnel the general public and other outside agencies in connection with City or departmental services.
• Participates in continuous review of all customer accounts; screens pastdue bills and directs the preparation and mailing of delinquent notices and collection letters.
• Performs the duties of the Division/Section or Bureau Manager in his/her absence.
• Directly supervises first line supervisors.
• Assists in the operational management of any one of the Bureaus sections such as the Customer Contact Center Business Center Retail Electric Services and Customer Accounts Section which operations vary from but not limited to managing a call center a complex Customer Information System an inhouse employee training center quality assurance programs as well as having the responsibility of all aspects of billing and collection of utility services and land leases and permits revenue.
• Monitors and evaluates customer service levels utilizing various communications software solutions such as automated call distribution call management system call monitoring and evaluations systems.

The 4310 Commercial Division Assistant Supervisor will perform other related duties as assigned.

Qualifications :

Education: Possession of a bachelors degree from an accredited college or university with major coursework in Business Administration Accounting Finance Information Systems Mathematics or related field; AND

Experience: Three (3) years seniorlevel work experience in complex billing and collection processing functions.

Substitution: Additional qualifying experience may substitute for the required degree on a yearforyear basis.

OR:

1. Three (3) years seniorlevel clerical experience in customer service or billing and collection in a large utility public works government agency bank department store insurance company credit card company or collections agency. At least one (1) year of this experience must have been in a supervisory capacity. Experience must include the use of data processing methods which analyze customer accounts for either the billing and collection activities or in providing establishing and maintaining customer services.

Substitution: One (1) year of college or university coursework majoring in business or accounting (i.e. a minimum of 30 semester or equivalent units with at least 12 units in major subject area) may be substituted for one year of seniorlevel nonsupervisory clerical experience.

Special conditions: Some positions may require additional qualifications such as special conditions that may differ from the standard minimum qualifications associated with this classification.

• Billing and Collections/Customer Service Clerical Experience with Supervisory Experience (36 months)

The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this class code.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

Desirable Qualifications: The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

• Utility billing experience 
• Statistical reporting sufficient to collect analyze interpret and present information and data to direct reports and senior leaders

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications. 

Verification: Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required information on how to verify education requirements including verifying foreign education credits or degree equivalency can be found at How to Verify Education Requirements.

Note: Falsifying ones education training or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience education training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications. 

Resumes will not be accepted in lieu of a completed City and County of San Francisco application. 

Applications completed improperly may be cause for ineligibility disqualification or may lead to lower scores.

Selection Procedures: After application submission candidates deemed qualified must complete all subsequent steps to advance in this selection process which includes the following:

Supplemental Questionnaire Examination (Weight: 100%): Candidates who meet minimum qualifications will be invited via a separate link to complete the Supplemental Questionnaire Examination. The purpose of the Supplemental Questionnaire Examination is to evaluate the experience knowledge skills and abilities that candidates possess in jobrelated areas which have been identified as critical for this position and include but are not limited to: 

• Knowledge of customer service and/or account operations methods and procedures
• Ability to supervise assign and monitor staff;
• Ability to analyze situations and make sound decisions;
• Ability to use a computer and various software;
• Ability to speak and write in a clear and effective manner

A passing score must be achieved on the Supplemental Questionnaire Examination in order to continue in the selection process and be placed on the eligible list.

Candidates will be placed on the eligible list in rank order according to their final score. Candidate scores on this examination may also be applied to other announcements involving other job titles when directed by the Human Resources Director.

The department may administer additional positionspecific selection procedures to make final hiring decisions.

What else should I know

Eligible List/Score Report: A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established so applicants can view the ranks final scores and number of eligible candidates. Applicant information including names of applicants on the eligible list shall not be made public unless required by law. However an eligible list shall be made available for public inspection upon request once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g. as a result of appeals) as directed by the Human Resources Director or the Civil Service Commission. 

The duration of the eligible list resulting from this examination process will be of 12 months and may be extended with the approval of the Human Resources Director. 

To find Departments which use this classification please see certification rule for the eligible list resulting from this examination will be Rule of the List.

Terms of Announcement and Appeal Rights: 

Applicants must be guided solely by the provisions of this announcement including requirements time periods and other particulars except when superseded by federal state or local laws rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at  terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is abuse of discretion or no rational basis for establishing the position description the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Seniority Credit in Promotional Exams
• Right to Work
• Copies of Application Documents
• Diversity Statement

Applicants will receive a confirmation email from that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

HOW TO APPLY
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit  and begin the application process. 

    Select the Apply Now button and follow instructions on the screen 

Applicants may be contacted by email about this recruitment and therefore it is their responsibility to ensure that their registered email address is accurate and kept uptodate. Also applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking applicants should set up their email to accept CCSF mail from the following addresses (@ @ @ @ @ @ @ @ @ @ @ @ @ @ and @). 

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received. 

Exam Analyst Information: If you have any questions regarding this recruitment or application process please contact the exam analyst Linda Muir at  

The City and County of San Francisco encourages women minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex race age religion color national origin ancestry physical disability mental disability medical condition (associated with cancer a history of cancer or genetic characteristics) HIV/AIDS status genetic information marital status sexual orientation gender gender identity gender expression military and veteran status or other protected category under the law.

The City and County of San Francisco encourages women minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex race age religion color national origin ancestry physical disability mental disability medical condition (associated with cancer a history of cancer or genetic characteristics) HIV/AIDS status genetic information marital status sexual orientation gender gender identity gender expression military and veteran status or other protected category under the law.