Yorba Linda Water District

Customer Service Supervisor

Onsite - Placentia, CA
Full-Time
Application Deadline: 8/12/24

This recruitment will remain open until filled. First review of applications will be July 29, 2024 but may close at any time. Applicants are encouraged to apply immediately. 
Salary
$4,009.60 – $5,132.80 Biweekly
$8,687.47 – $11,121.07 Monthly
$104,249.60 – $133,452.80 Annually

About Yorba Linda Water District

Yorba Linda Water District (YLWD) is a public agency that is classified as a special district, totally independent of all city and county governments. YLWD provides water service to all residents and businesses within its service area which include most of Yorba Linda and portions of Placentia, Brea, Anaheim and areas of unincorporated Orange County. YLWD is governed by a locally elected Board of Directors. YLWD is dedicated to providing reliable water and sewer services to protect public health and the environment with financial integrity and superior customer service. 

Definition

Under general supervision, plans, organizes and supervises the workflow of District Customer Service functions; provides direction and communication to direct reports and ensures that customer inquiries are answered in a timely, professional manner; verifies completeness and accuracy of work; oversees the District’s billing, collection, account processing, and customer relations functions; provides supervision and training to assigned staff; reviews, develops and implements procedures relevant to the effective and efficient operation of the division; performs related work as required.

Supervision Received and Exercised

Receives general supervision from the Finance Manager. Exercises general and direct supervision over assigned staff.

Class Characteristics

This is a supervisory-level class that oversees day-to-day processes pertaining to residential and non-residential water and sewer services and other District customer service functions. Incumbent is responsible for organizing and assigning staff training, assigning duties, evaluating results, conducting performance appraisals and recommending personnel actions. Duties may include performing the most difficult and complex tasks assigned to the work unit. Responsible for interpreting and explaining policies and procedures, as well as State regulations, mandates, and offered assistance programs, dealing with difficult customer inquiries and other related matters, and maintaining accurate service location and billing records. 

Examples of Essential Job Functions

The duties listed below are illustrative only and are not meant to be a complete and exhaustive listing of all duties and responsibilities of this classification. Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

  • Supervises the collection, reporting, and reconciliation of daily cash receipts, opening and closing of accounts, maintenance of accounts and the preparation and mailing of bills, and posting and retrieval of information on payments and other records; determines shut-offs for nonpayment of bills; arranges and supervises service initiation and termination activities.
  • Plans, organizes, assigns, directs, reviews, and evaluates the work of assigned staff; participates in the selection of staff in the customer service area; provides appropriate training, information, and resources to allow staff to perform their jobs and to provide excellent customer service to internal and external customers.
  • Assists in the development of goals, objectives, policies, procedures and work standards for customer service. 
  • Ensures compliance with federal, state and local government legislation, regulations and mandates.
  • Supervises the computing and billing processes in the preparation of weekly customer account billings and responds to and resolves complex or sensitive customer service complaints or inquiries, and reviews corrections made to customer accounts.
  • Ensures that various payment types, eBill, electronic, autopay, credit card, cash, and check batches process accurately.
  • Prepares a variety of water usage reports associated with the District’s water conservation goals.
  • Oversee after hours answering service provider to ensure compliance with contractual service requirements. 
  • Assists in the preparation and administration of the budget for the Customer Service Division; participates in the forecasting of annual revenue.
  • Oversees month-end processing; completes and distributes pertinent reports.
  • Oversees the collection of bad debt accounts through in-house and contract collection agencies. 
  • Assists Customer Service staff in troubleshooting problems that require special handling and responds to customer inquiries and complaints in a courteous and effective manner. Continuously evaluates effectiveness and efficiency of processes and procedures and implements methods to improve operations as needed. 
  • Maintains in-depth working knowledge of District’s customer service systems and processes.
  • Works on special and/or ongoing projects that are important to process improvements, such as customer service and/or technology upgrades.
  • Prepares correspondence, financial and statistical reports, maintains a variety of records, and makes presentations. 
  • Prioritizes and allocates available resources; reviews and evaluates program and service delivery and makes recommendations for improvement to ensure best-in-class customer service. 
  • Safeguards the confidentiality of employee and customer records.
  • Performs other duties and responsibilities as required.

Education and Experience

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualification would be:

Bachelor’s degree from an accredited four-year college or university in accounting, finance, business administration, or a closely related field. Four (4) years of advanced customer support experience, with two (2) years of lead or supervisory experience in this or a closely related field. Customer service work in a water district is desirable.

Licenses or Certifications:

  • Possession of a valid California Class C driver’s license with a satisfactory driving record may be required at the time of hire.

How to apply

Apply at www.ylwd.com. Candidates are required to complete an online application and attach a copy of their diploma/degree. A resume, cover letter and a fully complete online application are required to be considered a complete application.  Submitting an incomplete application or partial information may result in removal of your application from consideration in the examination process. All applications will be reviewed for accuracy, completion, relevant experience, education, training and other job related qualifications. This is a regular, full-time, unrepresented position.

 Note: The provisions of this bulletin do not constitute an expressed or implied contract. Any provision contained in this bulletin may be modified or revoked without notice.

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