0931 Manager III - Customer Engagement Manager

Recruitment #PBT-0931-080907

Introduction

Announcement amended on January 12, 2018 to reflect changes in the minimum qualification.

Reopened on February 1, 2018 to expand applicant pool.

About the San Francisco Public Utilities Commission (SFPUC) The San Francisco Public Utilities Commission (SFPUC) is a department of the City and County of San Francisco that provides retail drinking water and wastewater services to San Francisco, wholesale water to three Bay Area counties, and green hydroelectric and solar power to San Francisco’s municipal departments and select local residential and business communities. The SFPUC is comprised essential 24/7 service utilities: Water, Power, and Sewer. The mission of the SFPUC is to provide customers with high quality, efficient and reliable water, power and sewer services in a manner that is inclusive of environmental and community interests, and that sustains the resources entrusted to our care.

The Power Enterprise, within the SFPUC, has two separate power programs, Hetch Hetchy Power and CleanPowerSF. SFPUC owns and operates the Hetch Hetchy hydro-electric power generation system in Moccasin CA, solar arrays throughout San Francisco, and biogas cogeneration facilities, which together produce cost-effective energy with a zero greenhouse gas emission profile. The CleanPowerSF program, which is San Francisco’s Community Choice Aggregator and managed by the SFPUC, provides a cleaner energy option that traditional PG&E service for businesses and residents throughout the SFPUC’s service area.

Position Information
Under general administrative direction, the Customer Engagement Manager plans, directs and manages the operation of Customer Solutions & Strategy and Marketing staff and consultants. This group will be the main point of contact for power customers and will be responsible for implementing policies and practices that encompass intake and resolution of all customer requests in order to facilitate access to SFPUC resources. This position will also be responsible for marketing efforts for both Hetch Hetchy Power and CleanPowerSF retail services through coordination of outreach and engagement with existing, new and relocating customers.

Essential Functions
The Customer Engagement Manager is responsible for the implementation of policies, rules, regulations and best practices related to customer engagement solutions and marketing, including related planning, assigning, monitoring, training, coaching and evaluation. This involves managing staff responsible for performing a variety of functions, in a high volume, fast-paced environment and handling high-level, urgent and sensitive customer service matters effectively using knowledge of marketing and customer service solutions.

The incumbent in this position will direct, plan, implement, manage, coordinate, monitor, evaluate, adjust office operations objectives, functions, processes, policies, and procedures; and ensure compliance with established departmental policies, procedures, laws and regulations. Incumbent will also collaborate with managers and staff in the development, implementation and evaluation of customer service policies and procedures; business planning and feasibility analysis; develop, implement, and manage fiscal year budgets; allocate resources, including staff, to ensure day-to-day tasks are completed while also ensuring that long-term projects and initiatives are implemented; and perform relate duties as required.

Minimum Qualifications

  1. Baccalaureate Degree from an accredited college or university;
  2. Five (5) years professional work experience in the areas of marketing and customer service or customer solutions with minimum of three (3) years of supervisory experience

Desirable Qualification

Experience working in electricity services

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 http://sfdhr.org/index.aspx?page=456

Note: Falsifying one’s 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.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Select the desired job announcement
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date.  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 (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org).

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.

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.

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

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Janina Villanueva, by telephone at 415-554-1635, or by email at jvillanueva@sfwater.org.

Selection Procedures

 Management Test Battery: (Weight: 40%)

Candidates will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skill; Human Resources Management; Team Building; Communication; Conflict Management and Process Improvement. For more information about this Management Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=343.  A passing score must be achieved on the Management Test Battery to continue in the selection process.

A passing score must be achieved on the Management Test Battery in order to continue in the selection process.

This is a standardized examination and, therefore, test questions and answers are not available for public inspection or review.

Scores attained on the Management Test Battery will be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take the Management Test Battery. The Management Test Battery may be used for many other classes; therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes the Management Test Battery, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the Management Test Battery. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the Management Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Supplemental Questionnaire: (Weight: 60%)

Applicants will be prompted to complete a supplemental questionnaire as part of the online application process. The supplemental application is designed to measure knowledge, skills and/or abilities, including but not limited to: Knowledge of administrative management principles, knowledge of concepts of energy systems, knowledge of statistical analysis concepts, knowledge of technical utility applications and the ability to foster and maintain effective working relationships.

Only those candidates who pass the Management Test Battery will receive a score on the Supplemental Questionnaire. Candidates will be placed on the eligible list in rank order according to their final score. A passing score must be achieved on all examination components in order to be placed on the eligible list and continue in the selection process.

The department may administer additional position-specific selection procedures to make final hiring decisions.

Candidates’ scores on this examination process may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

Eligible List: The eligible list resulting from this examination 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 six (6) months, and may be extended with the approval of the Human Resources Director.

Certification Rule: The certification rule for the eligible list resulting from this examination will be Rule of the List. The hiring department may conduct additional selection processes to make final hiring decisions.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=13693 . Search that document by title or job code to see which departments use the classification.

Conviction History

As a finalist for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates applying for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates applying for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are selected as a finalist, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

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.

Conclusion

Terms of Announcement:

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 www.jobaps.com/sf.

The 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.

General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work:
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.

 Requests:

Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 
http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

Information regarding requests for Veterans Preference can be found at: 
http://sfdhr.org/information-about-hiring-process#veteranspreference

Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:
http://www.sfdhr.org/index.aspx?page=20#senioritycredit

Issued: 1/10/2018; Reopened February 1, 2018
Amended: 1/12/2018 
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-0931-080907 (01100329)
PUC/JV/415.554.1635

Benefits

All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.

 



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