Utility Account Supervisor
City of TucsonAbout the role
Posting Close Date:
Applicants must submit their completed application by 05-10-2026 at 11:59 p.m. MSTApplication and Special Instructions
APPLICATION REQUIREMENTS: As part of the online application process, all applicants are required to submit both an updated resume and cover letter at the time of application. Resumes and cover letters received after the application closing date will not be considered.Applications received that do not contain a resume and a cover letter with responses to the required questions listed below will be considered incomplete and will not be considered further in this recruitment process.
In your cover letter, please ensure to include responses to the following:
1. Please provide a summary of your supervisory experience in customer service or utility billing. Include the name of the employer(s) where you gained this experience, your job title, and dates of employment.
2. Please describe your experience with setup and operation of remote environment devices. Include the name of the employer(s) where you gained this experience, your job title, and dates of employment.
3. Do you possess a valid and unrestricted driver’s license? Do you have at least two (2) years of driving experience? Have you had a DUI in the past two (2) years?
If you possess any of the preferred qualifications listed above, and wish to receive consideration for the experience the information must be verifiable in your resume and cover letter.
WHAT HAPPENS NEXT: The highest scoring applicants will be invited to participate in an in-person panel interview.
SAVE THE DATE: Interviews will be held June 3, 2026, and June 4, 2026, as needed.
RECRUITER CONTACT INFORMATION: If you have any questions, please contact Roxie Escarcega at roxie.escarcega@tucsonaz.gov or (520) 837-2138.
ABOUT THIS JOB
The Utility Account Supervisor (UAS) at the City of Tucson’s Water Department supervises a team of Utility Account Relation Specialists (UARS) including but not limited to division processes, billing assistance, employee development and acting as a divisional liaison.
Work is performed under the supervision of the Assistant Water Operations Superintendent. This position exercises supervision over utility account relations staff.
Essential duties include but are not limited to:
Assigns and reviews work of staff. Maintains records of work performed. Prepares activity reports for management review. Assists with personnel actions including performance evaluations, disciplinary actions, scheduling, and timekeeping. Manages staff training schedules. Facilitates team meetings. Provides ongoing support to staff. Maintains employee communications through various channels. Encourages a positive atmosphere for employee morale and monitors employee welfare. Remains accessible to team during daily operations.
Provides training to staff. Reviews and evaluates customer calls and provides guidance and opportunities to learn. Reviews daily statistics and offers guidance and resources for growth and areas for corrections. Performs quality assurance on customer calls to ensure alignment with policies and practices.
Takes customer calls to assists with high call volume. Responds to, performs research for, and provides solutions to customer escalation inquiries referred by staff, the director’s office, or mayor and council offices. Prepares and sends documents related to customer bill disputes. Presents documents in administrative hearings. Acts as division liaison for internal and external customers, departments and vendors.
Runs and reviews billing reports to ensure accuracy and ensures any necessary adjustments are entered. Works with billing system support personnel and other staff to identify and help to resolve challenges to customer billing and service concerns.
Performs other duties as assigned. Assists with special projects and assignments as business needs requires. Represents department at offsite events when needed.
Working Conditions:
Mostly office environment. This position will be expected to operate a city vehicle.
All duties and responsibilities listed are subject to change.
MINIMUM QUALIFICATIONS
Education: Associate degreeExperience: Three (3) years of relevant experience
Driving Requirement: Valid and unrestricted Arizona Class D Driver’s License
Equivalency: Any combination of relevant education and experience may be substituted on a year-for-year basis.
PREFERRED QUALIFICATIONS:
1. Previous supervisory experience in c
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