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HomeMy WebLinkAbout2018-07-16-J01G Utility Customer Service Supervisor_Job Description, Pay GradeAGENDA ITEM: CITY OF WAUKEE, IOWA CITY COUNCIL MEETING COMMUNICATION MEETING DATE: July 16, 2018 AGENDA ITEM:Consideration of approval of a resolution approving job description and pay grade [Utility Customer Service Supervisor, Finance Department] FORMAT:Consent Agenda SYNOPSIS INCLUDING PRO & CON: With the continual community growth, comes the need for the addition of a Utility Billing Division Customer Service Supervisor position. In the last three years, service transfers have risen by 137%. Along with the increased customer base comes additional payment processing, monthly bills and new customer account set-ups. Additionally, this position will assist in implementing the major upgrade to the Incode Version.X billing software, which will require significant planning and training for a successful project completion. FISCAL IMPACT INCLUDING COST/BENEFIT ANALYSIS:Pay range $51,681 - $70,278 COMMISSION/BOARD/COMMITTEE COMMENT: STAFF REVIEW AND COMMENT: The Finance Director and Human Resource Director recommend approval of the job description and pay grade. RECOMMENDATION: Approve the resolution. ATTACHMENTS: I. Proposed Resolution II. Job Description – Utility Customer Service Supervisor PREPARED BY:Linda Burkhart REVIEWED BY: J1G THE CITY OF WAUKEE, IOWA RESOLUTION 18- APPROVING JOB DESCRIPTION AND PAY GRADE [UTILITY CUSTOMER SERVICE SUPERVISOR, FINANCE DEPARTMENT] IN THE NAME AND BY THE AUTHORITY OF THE CITY OF WAUKEE, IOWA WHEREAS, the City of Waukee, Dallas County, State of Iowa, is a duly organized Municipal Organization; AND, WHEREAS, the Finance Director proposes the creation of a non-represented, full-time Utility Customer Service Supervisor position; AND, WHEREAS, the pay grade for the position shall be Grade N14; AND, WHEREAS, the Finance Director and Human Resource Director recommend establishing the position and approving the job description and pay grade. NOW THEREFORE BE IT RESOLVED by the City Council of the City of Waukee, Iowa on this 16th day of July, 2018, that it hereby approves the job description and pay grade for Utility Billing Supervisor, Finance Department. ____________________________ William F. Peard, Mayor Attest: ___________________________________ Rebecca D. Schuett, City Clerk RESULTS OF VOTE: AYE NAY ABSENT ABSTAIN Anna Bergman R. Charles Bottenberg Courtney Clarke Shelly Hughes Larry R. Lyon Utility Customer Service Supervisor Page 1 Council Approved: __________________ City of Waukee JOB DESCRIPTION Job Title: Utility Customer Service Supervisor Reports to: Finance Director Dept/Div: Finance/Utility Billing Division Direct Reports: Utility Account Specialists Union Status: Non-Represented FLSA Status: Non-Exempt Pay Grade: N14 JOB PURPOSE: The Utility Customer Service Supervisor leads the Division in providing exceptional customer service while maintaining the integrity of all municipal gas and water/wastewater billing, documentation and reports assuring that all transactions are recorded, accounted for and acted upon in a complete and timely manner. ESSENTIAL FUNCTIONS: (Order of Essential Functions does not indicate importance of functions.) 1. Leads staff through hiring, promotion, orientation, training, assigning and directing, performance management (reward, discipline, suspension and discharge) according to standard operating procedures and City policy and departmental rules and regulations. 2. Plans, organizes and schedules the daily customer service operations within the Utility Billing Division monitoring completion of job assignments to ensure compliance and accuracy within standards. 3. Reviews and updates existing utility billing and customer service procedures, policies, and practices as necessary. 4. Researches account histories as required for billing errors and responds to elevated customer complaints. 5. Oversees the collection of accounts receivable, long term payment arrangements, meter install/swaps, customer refunds, budget bill account reviews and approves disconnection of any utility services for nonpayment or failure to provide access to meters. 6. Sets up accounts for new properties once new plats are approved and ensures correct utility rates and taxes are assigned to applicable utility customers. 7. Assists with preparation of utility financial statements, customer contract/payment reconciliation, monthly sales reports and annual audit reports. 8. Acts as division liaison to W ater, Sewer, Gas and Storm Water Divisions. 9. When necessary, performs all duties of direct reports which will include demonstrated proficiency in all aspects of utility billing functions and customer service. 10. Performs other duties or assumes other responsibilities as apparent or assigned. SUCCESS FACTORS: 1. Establish clear, open-minded, trustworthy, bias-free and customer-focused communication to ensure a welcoming and inclusive environment. Interacts effectively, professionally, and tactfully with the general public. 2. Safeguard confidential information and use it or disclose it only as expressly authorized or specifically required in the course of performing specific job duties. 3. Continually seek and accept opportunities for personal and professional growth. 4. Take action in solving problems while exhibiting judgment and a systematic approach to decision making; identify the important dimensions of a problem, determine potential causes, obtain relevant information and specify alternate solutions that result in effectiveness. 5. Create positive energy in both individuals and groups to build high morale and group commitments to goals and objectives. 6. Demonstrate sound time-management skills by effectively or efficiently organizing, prioritizing, and completing multiple assignments in a timely manner. 7. Contribute to overall City effectiveness by providing critical staff support to task forces and by participating, as necessary, in assisting all other teams. Utility Customer Service Supervisor Page 2 Council Approved: __________________ 8. Interact effectively, professionally, and tactfully with the general public. 9. Establish and maintain effective working relationships with all divisions and departments of the City and outside organizations. 10. Attentive to the City’s standards for customer service, accuracy, quality, efficiency and all City policies and procedures ensuring that all work performed and all staff members meet those standards while exhibiting consistent treatment of all staff. QUALIFICATIONS: 1. Bachelor’s Degree in Accounting, Business or related discipline preferred. 2. Minimum five (5) years related experience required. Public sector experience preferred. 3. Successful experience in leading staff. 4. Successful experience in customer service. 5. Confident in the use of computers and tablets and able to be trained in finance software required to complete the functions of the position. 6. Ability to compile information and to prepare reports. PHYSICAL REQUIREMENTS: 1. Able to lift, carry, push and pull up to 10 pounds occasionally. 2. Able to function productively in a standard office environment accessing cabinets, shelving, work areas and office equipment. 3. Able to sit for long periods of time and to maintain focus on project such as computer screen. 4. Able to effectively communicate orally (in person and over the telephone) and in writing (using electronic devices and handwritten) in English with other employees and the community. WORKING CONDITIONS: 1. Climate controlled office with hazards typical to that environment. 2. Will be located in a multi-person office space with challenges and distractions typical to that environment. 3. Typical work hours will be 8:00 AM – 5:00 PM Monday through Friday with occasional evening hours. 4. To successfully fulfill the essential functions of this position, employee must maintain standard work hours within Waukee City Hall. 5. There is no residency requirement for this position. I have read and understand the information contained in the Job Description. I understand that this Job Description is not intended and should not be construed as an exhaustive list of all the responsibiliti es, skills, efforts, or working conditions associated with this job. Also, while this list is intended to be an accurate reflection of the current job, the Employer reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed as directed by the Employer. I understand that I may be required to work overtime, different shifts or hours, outside the normally defined workday or work week. I also understand t hat this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate any employment at any time and for any reason and the Employer has a similar right. Signature Date The City of Waukee is an Equal Opportunity Employer. In compliance with Americans with Disabilities Act Amendments Act, the City will provide reasonable accommodations to qualified individuals with disabilit ies, and encourages prospective employees and job incumbents to discuss potential accommodations with the Employer.