The City of Pasadena is seeking a highly motivated, detailed-oriented, organized and knowledgeable professional with expertise in the credit and collection field to supervise the day-to-day operations of the Pasadena Water and Power Payment Center.

IDEAL CANDIDATE
The successful candidate will be responsible for supervising staff engaged in responding to customer inquiries concerning credit and collections, non-payment issues, payment arrangements, credit shut-offs and customer payments made at the City Payment Center. This candidate will also be responsible for customer service requests such as meter readings or re-reads, unauthorized usage cases, and connection/disconnection of electric and water service. Additionally, they will provide and ensure excellent customer service by assisting with the resolution of difficult problems with both external and internal customers.

Essential Functions

The following list represents some of the major responsibilities for this position.

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  Plans, schedules, organizes, directs and inspects the work of subordinates engaged in working with customers to resolve inquiries and accomplish service requests, including the inspections of meters in question, scheduling disconnect and reconnect of services at the meter and meter reading, start, stop and transferring services. Prepares refund files for processing, audit subordinate staff’s work.
• Supervises staff working in Water and Power Customer Service Credit/Collection Section, Billing Section and at the City Payment Center; evaluates work performance.
• Provides staff training and development programs; provides counsel and administers discipline to subordinate staff.
• Reviews standard daily, weekly, and monthly reports for accuracy and to determine potential problems.
• Updates credit policies to stay consistent with State and Federal credit policies. Prepares shut-offs for delinquent accounts, preparation of payroll, confers with other supervisors and managers regarding policies and procedures as it relates to the utility, provides assistance to the public and resolves the most difficult customer service complaints in a tactful and appropriate manner.
• Coordinates work schedules for the billing and credit and collection sections of Customer Service.
• Assists with the resolution of difficult problems with both external and internal customers;
• Works directly with commercial and residential accountholders.
• Prepares and coordinates a variety of work reports and records. Develops and establishes work methods and standards; conducts or directs staff training and development; reviews and evaluates employee performances; initiates appropriate disciplinary action.
• Attends meetings and may travel to various locations.
• Establishes and maintains cooperative working relations with consumers, contractors, other utilities and City staff.
• Regular attendance is an essential function of this classification.

Qualification Guidelines

The following list represents some of the core competencies for this position needed for success in this position.

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  Professional Integrity & Ethics – Displaying honesty, adherence to principles, and personal accountability.
• Oral Communication - Highly skilled and poised communicator who handles customer issues with tact and diplomacy. Effectively engage in dialogue.
• Professional and Technical Expertise - Knowledge of utility billing, credit and credit policies, electric and water meters; utility rates and City street locations. Knowledge of end of day cash processes for daily balancing of the utility.
• Leadership - Effective and proven leadership skills to provide supervision, including training, work evaluation and discipline. Guiding and encouraging others to accomplish a common goal.
• Teamwork - Ability to establish and maintain cooperative working relations with a variety of consumers, interdepartmental staff, other utilities and contractors. Collaborating with others to achieve shared goals.
• Attention to Detail – Focusing on the details of work content, work steps, and final work products.
• Organizational Systems Thinking – Comprehending the organization as a system of integrated and interdependent functions.

EDUCATION AND EXPERIENCE

• Four years of increasing responsible experience in utility customer service work.
• AA degree highly desirable

EXAMINATION
Applicants who appear best qualified based on their application submitted will be invited to any combination of written, performance, or oral appraisal to further evaluate their job-related experience, education, knowledge, skills, and abilities. Probationary work test period is one year.

VACANCIES
There is one vacancy in the Water & Power Department which may be filled as a result of this selection process. An eligible list of candidates will be established which will be used to fill this vacancy and other similar vacancies that may occur in the next several months.

Special Requirements

Possession of a Class C California driver's license and demonstration of a satisfactory driving record.

FLSA-EXEMPT

Effective January 1, 2013, new members to CalPERS or an agency with CALPERS' reciprocity or who have more than a six month break in service between employment in a CalPERS (or reciprocal) agency will be subject to the provisions of the Public Employees' Pension Reform Act of 2013 (PEPRA) and will receive the 2% @ 62 benefit formula.

Employees who are current members of CalPERS or an agency with CalPERS' reciprocity, or who have less than a six month break in service between employment in a CalPERS (or reciprocal) agency and employment with the City will be enrolled in the 2.5% @ 55 benefit formula.

All employees are required to pay the full employee contribution to CalPERS.

Click link below to review the City's excellent benefits package https://ww5.cityofpasadena.net/human-resources/employee-benefits/

The City is closed on alternate Fridays and most staff observe a 9/80 work schedule.