City and County of San Francisco

Under general direction, is responsible for supervising the activities of subordinate Utility Services personnel engaged in various and important work in the maintenance of consumer services fiscal records and related activities at the Customer Service Bureau and other divisions such as Water Conservation, City Distribution, and Water Quality Division of the San Francisco Public Utilities Commission (SFPUC), in connection with establishment of consumers' credit, current accounts, closed accounts, billing and collections. This is the first-level supervisor in the Utility Services Representative series.

1480 Utility Services Representative Supervisor is distinguished from 1478 Utility Services Representative in that the former has supervisory responsibilities. 1480 is further distinguished from 4310 Customer Service Billing and Collection Assistant Supervisor in that the latter is a second-level supervisor with greater independence of action and decisions.

Supervise subordinate Utility Services Representatives.

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Plans, assigns, supervises and is responsible for the work of subordinate personnel to assume conformance with existing policies, procedures; rules and regulations, rates and their proper interpretation as they apply to consumers' accounts; evaluates the work performance of employees and/or reviews the evaluations made by subordinate supervisory personnel to ensure that performance standards are maintained; participates in the interviewing and selection of new employees and recommends to superiors the best qualified candidate(s).

2. Oversees and is responsible for the preparation and maintenance of a wide, variety of records and reports including important statistical reports and records on Bureau’s and l Divisions’ activities and operations; collects, compiles and analyzes data required for a variety of billing needs and reports.

3. Performs difficult clerical procedures and practices involving the exercise of individual judgment and knowledge of applicable laws, rules and regulations, rates and departmental procedures.

4. Answers inquiries from the general public; answers departmental inquiries relating to the department’s activities; assists in resolving a wide variety of complaints.

5. Reviews daily activities and resolves day-to-day problems as they apply to division, activities and as encountered by subordinate personnel.

6. Instructs new personnel in office activities and. procedures; supervises in-service, training for assigned activities.

7. Researches, reviews, and makes recommendations concerning issues and actions affecting departmental programs and goals, and the computerized billing and collection system.

8. Interfaces with staff at all levels and representatives of other departments to consult, research, and advise on matters, including special projects delegated by the administrator.

Knowledge of: Modern clerical and office methods, procedures and techniques; the use of common office equipment; the interpretation and application of water, wastewater, and power services procedure, departmental organization, and applicable laws, policies, utility rates, rules and regulations, particularly as they apply to Bureau and Divisions operations; billing and collection methods.

Ability and Skill to: Plan, organize, supervise, and be responsible for the work of subordinate personnel or diversified clerical and computerized operations; exercise good judgment in procedures and also in explaining and resolving disputes and differences arising with customers, the general public and other departmental personnel; communicate effectively and courteously with consumers, organizations and the general public; ability to write reports, procedural manuals, memos, and other correspondence; ability to research, compile, collect, and calculate statistical data; ability to use problem solving techniques to break down complicated problems and decide on strategies to overcome those difficulties; ability to read and comprehend complex rules, regulations, legislation, and other materials; provide customer services, apply modern office practices and procedures to practical Bureau’s and Divisions’ operations and problems.

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:

Experience:
Two (2) years of journey level clerical experience in a customer service, billing or collection department of a utility, bank, department store, insurance company, or credit agency.

License and Certification:

Substitution:
One (1) year (30 semester/45 quarter units) of major coursework in accounting, finance, computer science, banking, or business administration from an accredited college or university may substitute for one (1) year of qualifying experience.

PROMOTIVE LINES

To: 4310 Commercial Division, Assistant Manager

From: 1478 Utility Services Representative

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.