This Recruitment is open to City of Alameda Employees Only
Close Date: Feb 27, 2013
Salary: $61,393.00 - $74,623.00 Annually
Current employees with at least 6-months of full-time City of Alameda employment are eligible to apply.
NATURE OF POSITION
Under general direction, plans, coordinates and directs all customer services activities of Alameda Municipal Power including service issues. Performs other related work as required. This is a first line supervisory classification. Incumbent is responsible for supervising, planning, organizing, coordinating, assigning, directing, and evaluating the work of a group of employees. Assignment includes supervision of a centralized customer service function such as credit and collection, customer inquiries and complaints, and service orders. Duties include discussions in-person, on the telephone and through correspondence with customers to solve a variety of service problems. This class is distinguished from Assistant General Manager-Customer Resources which is a second line supervisor class responsible for the management of the Customer Resources Division.
EXAMPLE OF DUTIES
- Plans, schedules, assigns, coordinates, directs, reviews and evaluates the work of employees engaged in credit and collection, customer inquiries, and service orders.
- Promotes an environment that views customer services as a way of helping customers receive the best value for their money.
- Supervises and monitors calls to ensure assigned staff are providing excellent customer service in order to satisfy customers through single call resolution service excellence.
- Directs assigned activities including but not limited to office and field customer service, credit and collection, services related to data collection activities; ensures compliance with all Federal, State and local laws, regulations and court rulings.
- Assists in developing and implementing policies of the Public Utilities Board.
- Assists in short and long-range planning efforts and goals regarding Alameda Municipal Power procedures and improvements.
- Identifies and analyzes operational problems, conducts studies, strategically evaluates alternatives and implements effective solutions for a wide variety of issues including technical systems/applications and/or programs/services.
- Prepares, or supervises preparation of routine and special reports to document the activities, operation and performance of Alameda Municipal Power and to recommend action by the Public Utilities Board or other authority.
- Coordinates activities with other divisions, City departments and agencies; maintains good public relations, takes an active part in civic affairs and encourages such activity on the part of Alameda Municipal Power personnel.
- Assists in budget and business plan preparation and administration.
- Evaluates employee work, prepares and conducts appraisals.
- Supervises, trains and evaluates assigned staff.
Possession of the employment standards does not assure advancement to the Examination or placement of the Eligible List. This is a competitive exam where a candidate's performance in the Examination will be judged in comparison with the performance of other candidates. To be considered, applicants should possess the combination of education and experience necessary to provide the required knowledge and abilities for the position. A typical way to obtain the knowledge and abilities would be:
Education/Experience & Other Requirements
Education: Graduation from high school supplemented by course work in customer relations, business, modern office practices or a related field.
Experience: Five years of progressively responsible professional experience customer relations, customer service, account billing and collections in a municipal or utility setting; at least two years, which have been in a lead worker capacity in which a major responsibility was the interpretation and enforcement of complex regulations and policies in order to resolve customer complaints beyond the initial contact level.
Selected positions may require possession of a valid California Driver's License and satisfactory driving record as a condition of initial and continued employment.
KNOWLEDGE advanced customer service/relations theories, principles and practices and their application to department programs and/or services; interpreting business policies, procedures, and practices; business letter writing and basic report preparation; cashiering, routine delinquent account procedures, and billing calculation procedures; the principles and practices of automated financial record keeping; general accounting principles and terminology; modern office practices and procedures including applications of information systems; modern office equipment including personal computers; effective methods of lead and project supervision; effective methods of record keeping; correct English usage, including spelling, grammar and punctuation. Ability schedule, assign, organize, direct, train, review and evaluate the work of assigned employees; prepare work schedules and coordinate the work of others; perform difficult and/or complex customer service and accounts administrative work, with speed and accuracy; effectively operate a variety of modern office equipment including computers and related software; interpret, apply and explain established policies and procedures; perform arithmetic calculations; work effectively under pressure and with frequent interruptions; listen, understand, retain, follow, apply, and communicate verbal and written instructions or directions; provide training and direction to assigned staff; establish and maintain records associated with the work; make accurate arithmetic calculations; establish and maintain effective working relationships with those contacted during the work; provide courteous and efficient service to customers and clients; learn, retain, and use technical terminology, equipment, and computer applications; ability to respond professionally and effectively to changing priorities; review and analyze processes, procedures, and policies and make effective recommendations for change; function independently and make decisions based on sound judgment affecting areas of responsibility within established guidelines and consistent with applicable law or code; perform related duties as required.
PART I: Application Review. Applicants who meet the minimum requirements will be accepted into the exam.
PART II: An evaluation of those applications, and Supplemental Questionnaires to select those best qualified to continue in the exam. FAILURE TO SUBMIT SUPPLEMENTAL QUESTIONNAIRE WILL REMOVE AN APPLICANT FROM CONSIDERATION.
PART III: A Job Related Qualifications Appraisal Interview or Application Evaluation (weighted 100%). A comprehensive review of each candidate's technical knowledge and overall suitability for the position will be conducted. Candidates receiving a score of 70% or more will have their names placed on an Eligible List. The three (3) names highest on the list are certified to the department(s) having vacancies. Placement on an Eligible List does not guarantee employment. Tie scores will be broken by giving priority to the candidate based on the earliest application date. Prior to appointment, a thorough reference check will be conducted and may include a credit check. Final selection will be made from the Eligible List by the Department Head. Federal law requires that, prior to employment, you must furnish proof of your identity and eligibility for employment in the United States, such as driver’s license, original Social Security card, US passport, or appropriate INS forms, etc.
Veteran’s Preference Credit: A job applicant qualifies as a veteran if honorably discharged from active military, reservist, or National Guard duty of at least 18 consecutive months within the past five (5) years of the date of application. In case of discharge attributable to service-connected injuries or illnesses, the 18 months active duty requirement need not be fulfilled. An applicant claiming veteran’s preference credit must attach to their application, a legible copy of their DD-214 verifying the type of discharge and date(s) of active service. NO OTHER DOCUMENTATION WILL BE ACCEPTED.
1. Apply ONLINE at http://www.cityofalamedaca.gov/City-Hall/Job-Opportunities
2. Apply IN-PERSON at the City of Alameda Human Resources Department (Monday-Thursday, 8am-6pm) at 2263 Santa Clara Avenue, Room 290, Alameda, CA 94501
Applications must be filed no later than closing time on the last date to apply. No photocopies or facsimiles are accepted. It is the applicant's responsibility to allow adequate delivery time. Resumes will not be accepted in lieu of a completed City Application.
AN EQUAL OPPORTUNITY EMPLOYER
The City of Alameda encourages minorities, women and the disabled to apply. It is the City's policy that all aspects of employment and promotion shall be without regard to sex, marital status or disability (except where dictated by requirements of the position), race, sexual orientation, political affiliation, religious creed, color, national origin or age. Qualified disabled persons must be able to perform the essential functions of the position with reasonable accommodations. No individual may pose a direct threat to the health or safety of himself/herself or other individuals in the workplace. Barring undue hardship, reasonable accommodations can be made in the application and examination process for disabled individuals or for religious reasons. Requests for reasonable accommodation should be made in advance to the Human Resources Department. Hearing Impaired TDD (510) 522-7538.
The information contained herein is subject to change and does not constitute either an expressed or implied contract.
For Benefits information, please visit our website at: http://www.cityofalamedaca.gov/City-Hall/Bargaining-Units. A detailed summary for this position can be found under Management and Confidential Employees Association.