Ontario Municipal Utilities Company
Utilities Customer Service Director
JOB TITLE: Utilities Customer Service Director
AGENCY: Ontario Municipal Utilities Company
LOCATION: Ontario, CA
FILING DEADLINE: March 15, 2024
SALARY RANGE: $130,832 – $174,096
The Utilities Customer Service Director plans, organizes, manages and provides administrative direction and oversight for all functions and activities of the Utilities Customer Service Division, including customer account maintenance, utility billing and revenue collection. This position performs professional level analyses related to the development and implementation of operational practices, coordinates assigned activities with other City agencies/departments, officials, outside agencies and the public, and provides highly responsible and complex professional assistance to the Assistant General Manager.
Knowledge and past experience working with or having been a part of a migration of a Customer Information System (OMUC implemented Harris Advanced Utility System) would be ideal, including dealing with assessments, system challenges, improvements and/or troubleshooting.
THE IDEAL CANDIDATE
The ideal candidate will be a skilled communicator and have excellent interpersonal skills with the ability to provide information effectively, clearly, and openly to a wide range of audiences. This position requires an individual who is objective, creative, patient, and can be calm under pressure. The successful candidate will have a background in conflict management and resolution, political awareness and savvy, who understands the needs and benefits of public service and customer service. Solid experience in financial rules and practices, accounting, billing, expense/revenue flow, revenue collection, and transaction processes, as well as excellent understanding of standard customer service practices and procedures in how to deal with customers/residents, and train staff accordingly.
The selected candidate will be well versed in public utility services including knowledge of rates, start-up of services, and the handling of customer service complaints, challenges, and business efficiencies and process improvements. The ideal candidate will enjoy providing employee development opportunities and coaching, succession planning, and modeling a positive leadership style to a collegial, supportive, and hard-working staff.
Key Competencies and Characteristics
· Build trust – Be able to provide clear and comprehensive information to the public. Be transparent and be a resource to tell a difficult story when necessary.
· Be a resource – Be present and approachable so stakeholders can be sure that the data and documentation is current and accurate. Work collaboratively with others to expedite answers and provide context for issues.
· Be a bridge – Be a connecting point to get people where they need to go.
· Anticipate needs and monitor feeds – Be approachable and customer service-centric. Anticipate community and staff needs to assist in better preparing responses for successful outcomes.
Ontario is a progressive city located in southwestern San Bernardino County in California, 35 miles east of downtown Los Angeles and 23 miles west of downtown San Bernardino. Located in the western part of the Inland Empire metropolitan area, it lies just east of Los Angeles County and is part of the Greater Los Angeles Area. The population is approximately 180,000. With sunshine and a temperate climate year around, greater Ontario is local to all things Southern California- from the mountains to sea, deserts to vineyards, and wide-open spaces; yet still close enough to urban centers, making the City a desirable destination. The City itself offers an array of restaurants and nightlife, an international airport, shopping, major sports venues, and semi-pro athletic teams.
The City of Ontario boasts all the amenities of Los Angeles and Orange Counties without the expense, hassle, and traffic. With a highly skilled workforce, reasonable lease rates, quality office and retail development, and more than 130 million square feet of industrial, manufacturing and distribution space, Ontario is an incredible community for business. Ontario is known as the “Gateway to Southern California.” With three major interstates, two railroads and the Ontario International Airport, the City of Ontario offers direct access from Los Angeles to the rest of California, and to North America. We invite you to learn more about the City of Ontario by reviewing the City’s website: ontarioca.gov.
For more details about this opportunity, please visit the job brochure at: https://koffassociates.com/wp-content/uploads/2024/01/Rev3-Ontario-MUC-UCSD.pdf.
To be considered, please submit a resume, cover letter, and five work related references (who will not be contacted in the early stages of the recruitment) to: https://koffassociates.com/utilities-customer-service-director/.
Resumes should reflect years and months of positions held, as well as size of past organization(s).
For more information, contact: