Position Information

Please follow the online instructions for applying.  Do not send resumes or completed job applications to CMUA.

Customer Services Manager - Public Utilities
Are you a seasoned Customer Services Manager with a passion to motivate and foster a high-performing and results-driven customer service team?  Are you a stellar communicator that has the ability to be a forward-thinker that enjoys identifying and implementing process improvements to aid in the future success of an organization?  If this sounds like you and you are an innovative and skilled customer services professional that wants to lead a key team, then the Public Utilities Department invites you to apply for the Customer Service Manager opportunity!
 
The Customer Services Manager will make a meaningful contribution by directing, managing, supervising the programs and activities of the 50+ dedicated employees in the Customer Service Division within the Public Utilities Department.  This individual must have a collaborative approach, as they will have the opportunity to coordinate activities with other divisions, departments, and outside agencies. In addition, they will provide support to the Utilities Assistant General Manager – Administration & Risk Services or their designee, to identify long-term technical solutions that streamline and improve upon a high-performing customer service operation.  
 
Our ideal candidates must have at least six years of increasingly responsible customer service experience, including two years of administrative and supervisory responsibility supplemented by a Bachelor's degree from an accredited college or university.

The Anaheim Public Utilities mission is to add value to the community through a customer-focused approach to providing reliable, high-quality water and electric service at competitive rates. In keeping with the City of Anaheim's core values of vision, responsibility, pride and service, Anaheim Public Utilities has developed the following department goals:
 
 Enhance and maintain our competitive and financial position.
  • Enhance community aesthetics.
  • Enhance service delivery, service options and service quality.
  • Ensure balanced, diverse and cost-effective resource supply.
  • Strengthen system infrastructure.
ESSENTIAL FUNCTIONS:
The following functions are typical for this classification. Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices.
 
Position: Customer Services Manager - Public Utilities
Organization: City of Anaheim Public Utilities Department
Location: Anaheim,  CA 
United States
Salary: $105,766.00 - $145,428.00 Annually
Posting Start Date: 8/11/2022
Date Posted: 8/11/2022
Requirements
QUALIFICATIONS:
Candidates must posses six years of increasingly responsible customer service experience including two years of administrative and supervisory responsibility supplemented by a Bachelor's degree from an accredited college or university, or an equivalent combination of experience and education sufficient to perform the essential job functions and provide the required knowledge and abilities is qualifying.  Experience working in a union environment highly preferred. 

Knowledge of:
  • Operational and administration of utility billing, customer service and credit programs.
  • Financial management and principles of budget, auditing, accounting and billing.
  • Federal and state laws and legislative developments that impact customer service and meter reading to ensure department adherence.
  • Principles of supervision, training, and performance evaluations.
Ability to:
  • Oversee, direct and coordinate the management of comprehensive utility billing and customer service program and call center.
  • Select, supervise, train and evaluate staff with clear goals and objectives.
  • Interact with customers and be extremely effective with many forms of communication.
  • Prepare, analyze and administer budget, financial reports and financial performance indicators.
  • Analyze problems, identify alternative solutions and new service delivery methods, project consequences of proposed actions and implement accordingly. 
  • Interpret and apply federal, state, and local policies that relate to the operations.  
Possession of an appropriate, valid driver's license.
SUPPLEMENTAL INFORMATION:
IMPORTANT APPLICATION INFORMATION AND INSTRUCTION 
 
Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received  Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date.
 

The selection process may consist of a minimum of skills examination and oral interview.
 

Candidates must be specific and complete in describing their qualifications for this position. Failure to state all pertinent information may lead to elimination from consideration.  Stating "See Resume" is not an acceptable substitute for a completed application.  

The successful candidate will be required to undergo a reference / background check (to include a conviction record) and pass a post-offer pre-employment medical examination (which will include a drug/alcohol screening).  The City of Anaheim utilizes E-Verify and new employees must provide documentation to establish both identity and work authorization.

Communication regarding your application and/or status will be sent to the email address listed on your application.  Please check your email regularly throughout the recruitment process as you will not receive communications by any other method. 
 
Equal Opportunity Employer
Status: This listing expires on: 10/10/2022
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Organization Information
Name:
City of Anaheim Public Utilities Department
Address:
201 S Anaheim Blvd
Suite 501
Anaheim,  CA 92805
United States
Email:
lwirtz@anaheim.net
Phone:
(714) 765-5111
Fax:
Contact:
Lisa Wirtz