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HomeMy WebLinkAboutE-07 Staff Report -Specification Revision Assistant Director of Utilities Customer Care and SolutionsCONSENT ITEM E-7 TO: HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL VIA: SERGIO GONZALEZ, CITY MANAGER FROM: TANYA BRAGG, DIRECTOR OF HUMAN RESOURCES AND RISK MANAGEMENT DATE: JUNE 4, 2018 SUBJECT: CLASSIFICATION SPECIFICATION REVISION – ASSISTANT DIRECTOR OF UTILITIES – CUSTOMER CARE AND SOLUTIONS BACKGROUND: On May 8, 2018, the Personnel Board met and approved revisions to the classification for Assistant Director of Utilities – Customer Care and Solutions. The proposed action approves these revisions. RECOMMENDATION: Staff recommends the City Council take the following action: 1)Approve the attached class specification for the position of Assistant Director of Utilities – Customer Care and Solutions. ANALYSIS: With the retirement of the Assistant Director of Utilities Customer Care and Solutions, the department and Human Resources reviewed the job specification and recommends making the attached revisions to clarify the language in the Essential Functions and Education and Experience sections. This recommendation was reviewed and approved by AMMA and the Personnel Board. There is no change recommended to the salary range. APPROVED CITY COUNCIL 6/4/2018 CLASSIFICATION SPECIFICATION REVISION – ASSISTANT DIRECTOR OF UTILITIES – CUSTOMER CARE AND SOLUTIONS June 4, 2018 Page 2 FISCAL IMPACT: Funding for this new position has been included in the adopted budget for Fiscal Year 2017/2018. Prepared by: Reviewed and Approved: Kelsey Kenz Tanya Bragg HR/Risk Management Analyst Director of Human Resources and Risk Management Reviewed and Approved: Sergio Gonzalez City Manager Attachment: 1) Classification Specification: Assistant Director of Utilities – Customer Care and Solutions Adopted: 5/21/2018 AMMA Salary Range: 3557 CITY OF AZUSA ASSISTANT DIRECTOR OF UTILITIES- CUSTOMER CARE AND SOLUTIONS DEFINITION Under administrative direction, plans and directs customer care business functions within the Azusa Light and Water Department, including division information systems, utility billing, lobby services to customers, call center, cashiering, electronic payments, banking, revenue record keeping and reporting, collections, and field services and meter reading, as assigned; develops and implements efficiency improvements using technology, and oversees efforts to improve operating practices and procedures and deliver services to customers; administers various vendor contracts and directs division managers and/or supervisors; from time to time may act as the Director of Utilities. See Essential Functions below for further detail. ESSENTIAL FUNCTIONS The following functions are typical for this classification. Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address changing business needs and practices. Participates in strategic planning to set goals and objectives for department and develops and under direction implements division goals, objectives, policies, and procedures. Continuously monitors, analyses and improves the effectiveness and efficiency of the division’s business processes and activities. Plans and directs customer care division functions including field services, meter reading, call center, the receipt and processing of customer payments by various methods, computerized billing, special billing, customer records, billing and revenue record keeping, and reporting activities. Ensures the timely and accurate transfer of revenue data to the Department management and City's Finance Department, and responds to City Audits of billing procedures, effective rates, and cash receipts processing. Ensures that regular reports on electric and water sales and associated revenue reports are timely and accurately prepared. Prepares the customer care budget; assists in budget implementation; administers the approved budget; monitors expenditures, purchase order limits, and vendor billing. Oversees payments processing, both electronic and cash, including daily deposits report, to ensure reconciliation with utility billing accounts receivables, and reports same to the Light and Water and Finance Departments to permit reconciliation with bank statements. Reviews and authorizes unusual and complex billing corrections and adjustments in accordance with Department rules and regulations; as necessary, oversees and negotiates the collection and issuance of final and overdue bills, deposits, charges, and refunds. Reviews billing procedures and customer service practices to implement utility rate changes, determines effectiveness of operations, and makes necessary changes to provide efficient service to customers. ATTACHMENT 1 Adopted: 5/21/2018 AMMA Salary Range: 3557 Evaluates, recommends, oversees, and monitors the implementation of new value-added technology in the areas of meter reading, field services, utility billing and customer services, may administer technical service contracts for advanced metering technology, network services, meter data management system, call management and outage management systems. Confers with superiors regarding policies and organizational problems that may impede delivery of services; provides assistance to the public and resolves the most difficult customer service complaints. Participates in the hiring process for new Division employees; develops and establishes work methods and standards; conducts or directs staff training and development; reviews and evaluates employee performance; initiates disciplinary actions. Collaborates with Department management on operating budget preparation, financial reporting, miscellaneous rate adjustments, cost of service studies, bond financings' and disclosure reporting. · Coaches, manages and supervises direct reports to ensure and/or improve operational performance; reviews and approves leave time and overtime; oversees the preparation of timesheets. Researches and prepares technical and administrative reports; prepares written correspondence. Maintains awareness and compliance with laws and regulations affecting customer service. Represents the department and division to outside agencies and organizations; participates in outside community and professional groups and committees; provides technical assistance as necessary. Performs related duties as required. CLASS CHARACTERISTICS This single position class reports directly to the Director of Utilities and the incumbent is responsible for assisting with the management of the Department by researching and developing plans and contracts to implement department-wide technology, i.e., Advanced Metering Infrastructure (AMI), and by directing customer care division. Position may participate in cost of service studies, utility rate redesign and implementation, and bond financings as necessary. QUALIFICATION GUIDELINES Education and/or Experience A bachelor's degree in business administration, accounting, finance, computer science, or closely related field; and six years of increasingly responsible experience in billing and customer service appropriate to the level of this position; including at least two years in a supervisory capacity is required for this position. Master’s degree in Business is highly desirable. Adopted: 5/21/2018 AMMA Salary Range: 3557 Knowledge and Skills Knowledge of utility customer service functions; budgeting, accounting, and financial management; principles and practices of automating business processes using electronic computer systems and applications; contract administration and computerized billing and record keeping techniques; principles and practices of cost accounting, and office administration; principles and practices of supervision, experienced in word processing and spreadsheet applications; auditing procedures; metering infrastructure; wireless networks and meter data management technologies and applications; utility energy management and conservation programs; pertinent local, State, and Federal rules, regulations, and laws. Ability to communicate clearly and concisely, both orally and in writing; research and prepare complex reports on a variety of subjects; recognize when to be diplomatic or assertive; deal diplomatically and professionally with a wide variety of individuals and groups; act as an effective conduit between the Utilities Department, other City Departments and existing/potential customers; plan, direct, and coordinate implementation of new business applications and information systems, including enhancements and integration of multiple systems, including meter data management system, customer information system, utility payment systems and applications, call management system, outage management system, and web portals for customers; monitor and evaluate service delivery and program performance according to established goals and objectives; respond to public inquiries, complaints and requests from the community in a tactful and effective manner; formulate strategies and working protocols to represent the City's best economic interest; select, train, supervise and evaluate employees; represent the City in a variety of meetings; make decisions regarding operational and personnel functions; operate programs within allocated resources; respond to emergency and problem situations in an effective manner; understand, explain and apply policies and procedures; analyze unusual situations and resolve them through application of management principles and practices; analyze and interpret financial and accounting records; deal constructively with conflict and develop effective resolutions; prepare financial statements and analysis; develop new policies impacting department operations/procedures; develop systematic educational and promotional programs and develop value added customer services or products. MARGINAL FUNCTIONS These are position functions which may be changed, deleted, or reassigned to accommodate an individual with a disability. SPECIAL REQUIREMENTS Possession of and ability to maintain a valid Class C California Driver's License and a satisfactory driving record. Environmental Conditions Work is performed primarily in a standard office setting; incumbents may be required to work extended hours including evenings and weekends from time-to-time. Physical Conditions Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.