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Customer Service Billing and Collection Manager (Job Code 0922)

Company: City and County of San Francisco
Location: San Francisco
Posted on: November 22, 2021

Job Description:

Job Description ABOUT CUSTOMER SERVICE BUREAU The Customer Service Bureau (CSB) division operates the administration, customer accounts, field services, and business center sections. Services include processing new service installations, service renewals, billing and collections, managing customer inquiries, cashiering and payment processing, meter reading, and field investigations. This bureau employs about 110 positions and operates on a $16 million annual budget. CSB is comprised of committed employees using the latest operational efficiencies to deliver complete customer satisfaction through effective customer service. POSITION SUMMARY The Customer Service Billing and Collection Manager, under direction, administers and supervises the activities and personnel of one operating section of SFPUC Customer Services: Customer Contact Center, Billing, Collection, Retail Services, or Business and Systems Support. Essential position functions include planning, assigning, and monitoring work of subordinate staff; implementing, supervising and coordinating section or division operations, objectives, responsibilities, policies and procedures; recommending policy changes; managing the section budget; informing the public, other departments and agencies; and directing preparation of reports and records. * Plans, assigns, and inspects the work of subordinate staff, to ensure operational efficiency relating to water, wastewater, electric services and land leases and permits, as well as conformance with departmental policies, procedures, laws and regulations. * Oversees the operations of a Customer Contact Center, Billing, Collection, Retail Services, or Business and Systems Support for effectiveness and efficiency, identifies, investigates, analyzes, and mitigates operational issues. * Directs the preparation of complex financial, statistical and operational reports and records including customer bills, service records and collection accounts. * Maintains effective communication with representatives from various City departments, contractors, banking officials and the general public in connection with departmental policies, rules and regulations. * Oversees the preparation and maintenance of a wide variety of records, reports and documents consisting of the Bureaus financial, statistical and operational information. * Collaborates with managers and supervisors on Customer Information System (CIS) system development and implementation. * Participates in hiring and staff development practices, establishes and maintains effective working relationships, conducts timely performance reviews. * Coordinates section or division operations, including complex technical issues involving various types of accounts, new services, deposits, receipts, collections, disbursements and reporting activities with other areas or agencies. * Oversees various complex customer information systems utilized in billing and collection of water and wastewater services, electric services, land leases and permits. * Class 0922 Customer Service Billing and Collection Manager performs other related duties as required.

Keywords: City and County of San Francisco, San Francisco , Customer Service Billing and Collection Manager (Job Code 0922), Hospitality & Tourism , San Francisco, California

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