Job Abstract

Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Participates in the development and implementation of goals, objectives, policies, and priorities for the Customer Services Division; recommends within departmental policy, appropriate service and staffing levels; recommends and administers policies and procedures.
• Performs financial and economic planning and rate analyses; analyzes and prepares financial and statistical reports; conducts rate, cost of service, revenue requirements and management studies; develops and maintains computer rate models for the purpose of rate design.
• Administers and interprets rules, regulations and City ordinances relating to utility billing; develops Proposition 218 adherence requirements.
• Forecasts water demand and other factors affecting water revenues; tracks budget versus actual performance; forecasts water and wastewater operating expenses and revenues.
• Assists in development of the five-year financial plan for water and wastewater operations, and development of the City’s long-range forecast as needed..
• Develops and standardizes procedures and methods to improve services; continuously monitors the efficiency and effectiveness of assigned programs, service delivery methods, and procedures; and assesses and monitors workload, administrative and support systems, and internal reporting relationships.
• Plans, manages, and oversees the daily functions, operations, and activities of the Customer Services Division, including utility billing, collection, account processing and recordkeeping, meter reading, and customer service functions and activities.
• Analyzes reports, develops plans, makes recommendations and implements changes concerning State and other governmental programs that have the potential to impact City revenue; identifies additional authorized revenue sources; and develops improved collections from existing revenue sources.
• Institutes procedures and collects outstanding debts for Citywide operations and coordinates remittance processing.
• Participates in the development, administration and oversight of Division budgets, as well as the City’s operating and capital improvement program budgets as needed.
• Participates in the selection of, trains, motivates, and evaluates assigned personnel; provides or coordinates staff training; works with employees on performance issues in coordination with Human Resources; implements discipline in consultation with the Director or Assistant Director.
• Performs complex and difficult customer support and special program work within departmental guidelines.
• Oversees the billing process; ensures that data submitted, and payments made are correct; manages the reading and maintenance of water meters; audits customer bills and payment entries for correctness; enters and confirms correct rates in appropriate City financial systems; supervises cash handling and payment processing; evaluates the billing process and makes recommendations for changes and upgrades.
• Prepares and distributes regular analytical management reports (including billing, collection and aging of account balances) to other City division and department managers; ensures that all Council-approved rates are being applied to appropriate customer accounts.
• Coordinates multiple phases of revenue collection including water and sewer utility billing, accounts receivable, and remote cash and receiving sites.
• Conducts a variety of organizational studies, investigations, and operational studies including water and sewer rate analyses; prepares reports of findings; recommends modifications to assigned programs, policies, and procedures, as appropriate.
• Provides financial analysis of revenues and enforces collections of payments for the purchase or lease of real property and cellular sites to be built on City property.
• Signs and acts as the City Manager’s designee in the issuance of business certificates within City requirements.
• Develops, reviews, and presents staff reports related to assigned activities and services.
• Provides highly complex staff assistance to the Director or Assistant Director of Finance Operations.
• Implements adopted customer services and revenue collection plans, policies, and standards.
• Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of customer service and revenue collection; researches emerging products and enhancements and their applicability to City needs.
• Attends City Council meetings and/or other Committee or professional meetings and makes presentations as needed.
• Receives, investigates, and responds to difficult and sensitive problems and complaints in a professional manner; identifies and reports findings and takes necessary corrective action.
• Performs other duties as assigned.

Any combination of the following education and experience which demonstrates the ability to perform the duties of this classification.

Experience:

Six years of increasingly responsible experience in finance or accounting, utility billing, customer relations, or a related field with three years of lead, supervisory, and/or administrative management experience.

Education/Training:

A Bachelor's Degree or equivalent education (i.e., minimum completed California units = 120 semester/180 quarter) from an accredited educational institution with major coursework in business or public administration, accounting, finance, or a related field.
Licenses and Certifications:
Valid California class C driver’s license with satisfactory driving record.

PHYSICAL DEMANDS
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer, to inspect City real property and possible acquisitions, to operate a motor vehicle, and to visit various City and meeting sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push and pull materials and objects weighing up to 25 pounds.

ENVIRONMENTAL ELEMENTS
Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

A completed NeoGov application, including supplemental questions, must be submitted through NeoGov for consideration by the application deadline. Application materials will not be accepted separate from NeoGov or after the deadline.

A FULLY COMPLETED APPLICATION AND RESPONSES TO SUPPLEMENTAL QUESTIONS ARE REQUIRED AND PART OF THE REVIEW AND QUALIFYING PROCESS. QUESTIONS MUST BE ANSWERED COMPLETELY; REFERENCING YOUR RESUME IN LIEU OF ANSWERING A QUESTION WILL BE CAUSE FOR DISQUALIFICATION.

Applicants will be evaluated on the basis of relevant training and experience. The process may include interviews and/or performance tests. Successful candidates will be placed on the eligibility list established, which will be in effect for a period of up to six months. A background investigation including LIVESCAN fingerprinting and a verification of a valid driver's license and satisfactory driving record from the Department of Motor Vehicles are required. Applicants will be required to submit verification of the legal right to work in the United States. The City of Poway participates in E-Verify. All employees are required by law to sign a loyalty oath to the United States and the State of California Constitution at time of hire.