Salary : $112,153.60 - $158,641.60 Annually
Location : Santee, CA
Job Type: Full Time Permanent Employee
Job Number: 2024-00008
Department: Finance
Division: Customer Service
Opening Date: 03/26/2024
Closing Date: 4/21/2024 11:59 PM Pacific
Description
Padre Dam has an exciting opportunity available for an experienced Customer Service Manager who has strong leadership skills, water operations knowledge and can effectively manage a staff that provides customer service, field service and utility billing.
The incoming Customer Service Manager will be approachable and have strong interpersonal skills. The District is looking for a leader who will serve as an example to staff and promote teamwork by creating an environment of trust and mutual respect. If you are a Customer Service Manager who is collaborative, responsive, a service-minded individual who embraces working in the public sector and enjoys relationship building, we would love for you to join our organization!
Incumbent is responsible for managing all aspects of customer services to ensure an efficient, more productive customer-focused environment. Duties include: evaluating, implementing and/or recommending changes to programs, services and policies concerning customer service issues; handling unusual or protested customer appeal decisions, correspondence, non-routine problem resolution; overseeing section operations by providing training and directing workloads; overseeing compliance with state and Padre Dam guidelines where it pertains to customer billing and collection activity; maintaining communications between management, staff and customers; conducting performance evaluations; collaborating with other departments and committees on various interdepartmental issues; working with the Communications Department to resolve customer communication issues and conservation programs; provide data for various state, county, agency, and Padre Dam reports; and prepares and enforce budget expenditures for department.
Essential Duties

1. Interviews and recommends selection of employment candidates; establishes performance expectations and standards for the department; oversees employee development; prepares and conducts employee evaluations; conducts informal counseling on work issues; prepares documentation and improvement plans to address work performance problems/deficiencies; and recommends and implements approved disciplinary actions.
2. Manages the field and office customer service functions. Designs and implements programs and services to promote the District's customer service goals and objectives.
3. Directs and coordinates customer service functions with other departments including billing, delinquent accounts, receipts and deposits; field and office customer activities; and responds to most difficult or sensitive customer queries and complaints.
4. Manages projects and initiatives to assess customer service work processes. Identifies process improvements, including technology based enhancements to work management, routing, billing and customer information systems, and automated meter-reading infrastructure.
5. Reviews all Rules and Regulations and Standards and Practices to ensure compliance and makes changes when necessary.
6. Prepares and manages the cost center budget and makes spending recommendations. Negotiates effective and beneficial contracts with various third-party vendors
7. Takes a leadership role in training and developing service standards among staff with direct customer contact; serves as ombudsman for the customers' perspective in developing operational strategies, policies, and programs; identifies and designs needed process improvements to enhance customer service.
8. Represents the Customer Service Department at District meetings, conferences, and conventions; develops and makes presentations as required.
9. Keeps the Padre Dam Chief Financial Officer (CFO) informed of departmental, operational and customer issues; reports to the CFO regularly on the progress of important projects and issues.
10. Monitors and works jointly with the Operations Department to oversee and develop the District's service programs including: meter lockouts, rereads, meter exchange, testing and AMI program and large meter maintenance. Responsibilities include bridging field and office customer services and evaluating the effectiveness of current processes to enhance program development.
11. Other Duties as assigned

Knowledge, Skills, Training, Experience & Licensing

Knowledge :

• Basic accounting and budgeting principles;
• District policies, procedures, programs and activities; customer service principles, practices and techniques;
• Appropriate English and grammar skills, both verbal and written;
• Aptitude to quickly learn and become an expert on the water and wastewater industry and relevant laws.
• Principles, practices, and techniques of management including personnel management practices

Skills :

• Mentoring, coaching and evaluating staff;
• Developing, interpreting and enforcing policies and procedures;
• Solving problems by gathering, analyzing and interpreting data;
• Budget preparation and analysis;
• Proficiency with computer, word processing, e-mail, spreadsheet programs; knowledge of database structures;
• Ability to handle stressful situations, deal well under pressure and meet multiple competing deadlines;
• Communication, interpersonal skills as applied to interaction with direct reports, coworkers, management, the general public, etc., sufficient to exchange or convey information and to receive and regulate work direction.

Training and Experience :
Associate's Degree in General Business, Accounting or a related field and two years' experience working with the general public in an office setting including one year of supervisory experience;
or,
an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
Prefer Bachelor's degree from accredited college in sociology, public administration, business, communications or related field.
Licensing Requirements :
Valid California Driver's License
Health Insurance:
Employees have three plans from which to choose. Two HMO plans are 100% paid by Padre Dam for the employee and 90% for all eligible dependents; one PPO plan is partially paid by Padre Dam. Coverage is effective the first of the month after hire. The Employee has option to waive coverage and receive 50% of Padre Dam's cost savings as cash compensation. In order to waive benefits, you must show proof of other ACA eligible coverage.

Dental Insurance:
Padre Dam pays the total premium costs for the employee and all eligible dependents. Coverage is effective the first of the month after hire.

Employee Assistance Program:
Employees and their dependents have access to confidential, third-party personal counseling, financial and legal advice.

Flexible Spending Accounts:
Padre Dam employees may elect annually to set aside pre-tax dollars for reimbursement of medical costs not covered by health insurance and dependent care expenses.

Life Insurance:
Employee Group Life and Accidental Death and Dismemberment Insurance is provided at 1½ times annual salary with a maximum benefit of $250,000. Dependent coverage of $5,000 is also provided. Total premium costs are paid by Padre Dam for the employee and all eligible dependents.

Short & Long Term Disability:
Padre Dam provides Short & Long Term Disability for the employee at 66 2/3% of monthly gross income. The Short Term Disability benefit is payable after 31 days and the Long Term Disability benefit becomes payable after the 91st day if there is a qualified disability.
Voluntary Benefits :
Employees have access to additional voluntary benefits such as Aflac critical illness, Pet Insurance and Identity Theft protection. Employees are responsible for the entire cost of premiums for these plans.

Vacation:
New employees accrue 17 days per year for 1 to 4 years of service. Additional days are earned with additional years of service.

Sick Leave:
All employees accrue 12 days per year. Employees who accumulate and maintain a sick leave bank in excess of 240 hours may, on an annual basis, sell back up to 40 hours of unused accrual hours.
Holidays:
Employees enjoy 12 paid holidays per year.
Retirement:
Membership is compulsory in the California Public Employees' Retirement System (CalPERS). Benefit formula for new CalPERS members is 2% @ age 62. Benefit formula for classic CalPERS members is 2.5@ age 55.
Social Security/Medicare :
Employees are covered under provisions of Federal Social Security and Medicare.

Deferred Comp Plan:
An optional deferred income plan is available which allows current income to be set aside as supplemental retirement savings.
Salary Adjustments (2022-2027):
Padre Dam provides an annual Cost of Living Adjustment of 3.25% on the first pay period of each fiscal year. In addition, Padre Dam offers a pay for performance merit system. Annually, on the anniversary date of the employee, an evaluation will be done that may include an increase in salary in alignment with performance.

Tuition Reimbursement :
After the probationary period, employees may apply for tuition reimbursement benefits.

Workforce Partnership (Pipeline) :
Padre Dam MWD encourages broad based participation in the organization's decision making process. Employees are encouraged to participate, voice opinions, share ideas and give feedback and collaborate.

This brief summary of benefits is provided for informational purposes only. This summary is intended to be accurate but it's not an official plan document and has no legal or binding effect as an expressed or implied contact. This summary does not alter or amend any provisions of the District's Standard Practices & Policies or any Memorandum of Understanding between the associations. Should you have any questions in regards to this summary, please contact the Human Resources department at 619-258-4658.
01

Applicant Acknowledgement: Padre Dam's Human Resources Department uses email to notify applicants of important information relating to the status and processing of their employment application. As an applicant, you are hereby advised of the following: 1. It is your responsibility to ensure the email address you provide is current and readily accessible to you. 2. It is your responsibility to check your email to ensure you do not miss any deadlines established as part of the recruitment process. 3. It is your responsibility to read all Padre Dam emails carefully and follow instructions, if any. If you experience technical difficulties please contact NEOGOV Customer Support at (877)204-4442. Please be aware that Padre Dam's recruitment deadline is firm and we will not accept applications after the deadline has passed.

• I acknowledge that I have read, understand, and agree to the above.

02

Your responses to the questions below will be used to determine your eligibility to advance in the recruitment. An incomplete application or referencing your application in lieu of answering any of the supplemental questions will be cause for disqualification from the recruitment process. Changes can not be made to your application once it's submitted so please ensure that the information you provide is accurate and complete.

• I acknowledge that I have read, understand and agree to the above.

03

What is your highest level of education?

• High School Diploma or GED
• Associates Degree
• Bachelors Degree
• Masters Degree

04

Describe your customer service philosophy.
05

Please describe any previous management experience? Make sure to include the length of time you were a manager or supervisor and how many employees you supervised.
06

Please tell us about your experience working in the water industry that would be relevant for this role?
07

What makes you an excellent communicator
08

Which of all your professional assets (background, experience, skills, abilities, etc.) do you feel is most valuable as a potential employee of Padre Dam or Santee Lakes? Why?
Required Question