Customer Service, Billing and Collections Manager - SFPUC (0922) - (154096)

Company Description

This is a Position-Based Test conducted in accordance with CSC Rule 111A.

• Application Opening: March 27, 2025
• Application Filing Deadline: April 7, 2025
• Recruitment ID: PBT-0922-154096; RTF0154073-01097547

WHO WE ARE
We are the San Francisco Public Utilities Commission (SFPUC). Headquartered in San Francisco, we have 2,300 employees operating across eight counties serving more than 2.7 million customers in the San Francisco Bay Area – 24 hours per day, 365 days per year.

OUR MISSION
To provide our customers with high quality, efficient, and reliable water, power, and wastewater services in a manner that values environmental and community interests and sustains the resources entrusted to our care.

OUR VISION
We are an innovative utility leader, recognized for excellent results in service, safety, stewardship, and inclusiveness.

More About SFPUC: 
We are an award-winning and industry-leading utilities organization committed to our customers, community interests, and the environment. We are proud of our infrastructure and programs, but most importantly, we value our highly qualified and dedicated workforce which ensures that this vision becomes a reality. As you explore career opportunities with us, download our career guide and learn about what you can expect during the hiring process.

Job Description

ABOUT CUSTOMER SERVICE BUREAU

The Customer Service Bureau (CSB) division operates the administration, customer accounts, field services, and business center sections. Services include processing new service installations, service renewals, billing and collections, managing customer inquiries, cashiering and payment processing, meter reading, and field investigations. 

This bureau employs about 110 positions and operates on a $16 million annual budget.  CSB is comprised of committed employees using the latest operational efficiencies to deliver complete customer satisfaction through effective customer service.

POSITION SUMMARY

The Customer Service, Billing and Collections Manager, under direction, administers and supervises the activities and personnel of the operating section of SFPUC Customer Services, Retail Electric Services. Essential position functions include planning, assigning, and monitoring work of subordinate staff; implementing, supervising and coordinating section or division operations, objectives, responsibilities, policies and procedures; recommending policy changes; managing the section budget; informing the public, other departments and agencies; and directing preparation of reports and records.

The essential duties of this position include, but are not limited to the following:

• Plans, assigns, and inspects the work of subordinate staff, to ensure operational efficiency relating to electric services and land leases and permits, as well as conformance with departmental policies, procedures, laws, and regulations.
• Oversees the operations of Retail Services for effectiveness and efficiency, identifies, investigates, analyzes, and mitigates operational issues.
• Directs the preparation of complex financial, statistical, and operational reports and records including customer bills, service records and collection accounts.
• Maintains effective communication with representatives from various City departments, contractors, banking officials and the general public in connection with departmental policies, rules and regulations.
• Oversees the preparation and maintenance of a wide variety of records, reports and documents consisting of the Bureau’s financial, statistical, and operational information.
• Collaborates with managers and supervisors on Customer Information System (CIS) system development and implementation. Participates in hiring and staff development practices, establishes, and maintains effective working relationships, conducts timely performance reviews.
• Coordinates section or division operations, including complex technical issues involving various types of accounts, new services, deposits, receipts, collections, disbursements and reporting activities with other areas or agencies.
• Oversees various complex customer information systems utilized in billing and collection of electric services, land leases and permits.
• Class 0922 – Customer Service, Billing and Collections Manager performs other related duties as required.

Qualifications

If you are interested in a job like this, we are looking for people that have the following minimum qualifications:

1. Possession of a Bachelor's degree from