Overview:
Valley Water seeks a collaborative, detailed-oriented and customer-service focused individual to join the Water Revenue team as a Management Analyst I. The incumbent will be public facing, engaging with water customers and well owners throughout Santa Clara County. As a member of the Water Revenue team, key responsibilities include generating and processing water bills; providing excellent customer service in person, by phone and via email; ensuring all data is processed and captured in an accurate and timely manner; and collaborating with colleagues. The work is cyclical with periods of high volume (annual, semi-annual, and monthly billing cycles) and technical by nature (i.e., unmetered water customers). Ability to navigate multiple systems in the course of daily work is necessary (i.e., databases, files, billing system, GIS resources); bilingual is a plus. Members of the Water Revenue team occasionally go offsite to perform field checks.
Our Commitment:
We are committed to building and sustaining a working environment where all individuals are respected and valued. We believe every member of our team brings unique perspectives that enhance our ability to serve the public effectively. By fostering a workplace with employees from the communities we serve, we broaden our collective understanding of the world around us and strengthen our mission to equitably provide safe, clean water, natural flood protections, and environmental stewardship.
About Valley Water:
Valley Water is a public agency with an operating and capital budget of $964 million, and over 900 employees. With headquarters in San José, Valley Water provides water supply, enhances streams and watersheds through creek restoration and habitat protection, provides flood protection for homes, schools, businesses and roadways, and partners with other agencies to provide trails and open space for the community.
Key Responsibilities include, but are not limited to:
- Customer service: provide exceptional internal and external customer service, in person, by phone, or via email. Engage with well owners, retailers, farmers, and other departments at Valley Water.
- Revenue collection duties: generate and process bills that may include groundwater, treated water, surface water or recycled water.
- Technical and detail-oriented: audit all water bills for accuracy. Support other analysts and supervisor as needed. The Water Revenue team manually reviews and audits nearly 6,300 bills each year of which about 80% are for unmetered water customers.
- Administrative tasks: filing, scanning, organizing records, and occasional cashiering duties.
Ideal Candidate's Background Includes:
Applicants whose experience and background best match the ideal experience, knowledge, skills, abilities, and education are considered ideal candidates for the position. To determine the top candidates, each applicant will be assessed based on the ideal candidate criteria as listed below.
Ideal Experience:
- Two (2) years of experience in revenue collection and customer service.
- Hands-on experience generating, reviewing, and reconciling bills (e.g., water, utilities, or municipal services) with attention to timelines and data integrity.
- Experience with maintaining large datasets, while ensuring accuracy across multiple systems.
- Public sector experience with water districts, utilities, or municipal agencies.
Ideal Skills and Abilities:
- Ability to plan and prioritize work effectively during high-volume billing cycles with competing deadlines.
- Strong accuracy in data entry, billing calculations, and customer correspondence.
- Ability to understand current procedures and suggest enhancements to improve efficiency and consistency.
- Ability to navigate between billing software, databases, file management systems, and other internal applications in the regular course of daily work.
- Ability to handle customer inquiries with professionalism, empathy, and clarity (via phone or email, and in person).
- Establish and maintain effective working relationships with those contacted in the course of work.
- Bilingual, especially Spanish speaking, is a plus.
Ideal Knowledge:
- Knowledge of financial or billing software.
- Understanding of basic accounting or revenue collection principles.
Ideal Training and Education:
Equivalent to a Bachelor’s degree from an accredited college or university with major coursework in public administration, business administration, accounting, finance, or a related field.
Substitution:
Directly related experience may be substituted for the college requirement on the basis of one and one-half years of experience for one year of education to a maximum of four years.
