7B08 - WATER CUSTOMER SERVICE ASSISTANT MANAGER

7B08

PAY RANGE: N19

WATER CUSTOMER SERVICE ASSISTANT MANAGER

(Contact Center)

(Field Operations)

GENERAL DEFINITION

This is administrative utility customer service work at the assistant manager level, directing through subordinate supervisors, the day to day field operations of an assigned unit in the Water Department’s Operations Administration section or the day to day operations of the Water Customer Care Contact Center. Employees in the Field Operations specialty function as an across-the-board assistant to a Water Field Services Manager overseeing water field operations in one of fourareas of assignment: Customer Service, Plumbing Repairs, Delinquency & Restoration, or Metering. The employee in the Customer Service assignment manages the investigation of customer complaints and claims pertaining to water and sewer services, and plumbing violations and emergency repairs. The employee in the Plumbing Repairs assignment manages customer plumbing repair programs and contracts. The employee in the Delinquency & Restoration assignment manages the collection of revenue for delinquent and non-complaint accounts and the shut-off of delinquent accounts and illegally restored services. The employees in the Metering assignment manages the installation, repair, storage, and testing of water meters, or manages meter reading and the revenue protection program, including the investigation and identification of billing discrepancies and revenue recovery due to water theft. Employees in the Contact Center specialty direct staff responsible for investigating and resolving customer inquiries pertaining to utility service and billing issues by phone or in writing. Communicating with customers, business representatives, and the public to resolve problems and coordinating with City Departments to change policies and procedures to resolve water related issues is a significant aspect of the work. Work is performed under the direction of a Water Customer Services Manager.

ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)

1. Employees must be located in an assigned unit of the Operations Administration section of or at the Customer Contact Center in the Water Department.

2. Employees must manage, through subordinate supervisors, in the Field Operations specialty the day to day field operations in one of four areas of assignment: Customer Service, Metering, Delinquency & Restoration, or Plumbing Repairs

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY):

BOTH SPECIALTIES

Serves as an assistant to a Water Field Services Manager; manages through subordinate supervisors, the day to day activities of lower level field and clerical staff of an assigned unit in the Operations Administration section or the activities of customer service staff in the Customer Contact Center; reviews and approves work schedules and equipment needs and requests; prioritizes work assignments; ensures work standards are being met and reviews daily work performance to ensure proper productivity; reviews completed work; confers with subordinate supervisors regarding work progress; recommends process improvements to meet unit objectives; communicates with Water Department customers regarding routine complaints; conducts safety meetings and provides safety instructions to field crews; ensures compliance with department safety procedures.

Recommends changes to superior regarding standard operating procedures; implements changes in standard operating procedures; ensures work is completed according to applicable laws and regulations; orients new employees to departmental policies and practices; trains subordinate supervisors and staff in procedures and techniques;

Assists superior in the preparation of the unit budget; makes recommendations for budgetary allotments to staffing needs, materials and supplies; assists in the oversight of contractors selected to perform maintenance and repair work; reviews contracted work to ensure compliance with contract language; coordinates work for contract agencies and provides on-site, direct, supervision in the field when necessary; evaluates and document equipment usage to make recommendations to the administrative superior for more effective use; researches, evaluates and recommends the purchase of new tools and equipment.

Coordinates with other City Departments; assists in ensuring compliance with Safe Drinking Water Act and Clean Water Act; coordinates response with Industrial Waste Unit, Pennsylvania Department of Environmental Protection and U.S. Environmental Protection Agency and cooperates with them on environmental concerns; prepares written reports for management.

Performs related work as required.

FIELD OPERATIONS SPECIALTY

Customer Service Assignment

Assists in the oversight and administration the City’s Emergency Abatement Repair Program (EARP); participates in the oversight and administration of the City’s Homeowners Emergency Loan Program (HELP); attends code enforcement and tax board hearings; enforces unit policies and procedures; manages the billing of abatement projects administered under EARP; provides information to superior to assist in determining billing responsibility to water related repairs; attends meetings with other City departments and boards; provides assistance to subordinate supervisor and field crew chief regarding customer complaints in the field; manages the issuance notices of defect to property owners and enforces shut off notices as necessary.

Provides initial review of requests made by non-profit organizations, hospitals, schools and rehabilitation centers for associated water and sewer discounts; makes recommendation to superior regarding charitable account statuses; conducts investigations of complex claims to secure facts; sends documents to claimants acknowledging receipt of the claim; visits the scene of disasters such as cave-ins or water main breaks; consults with the Law Department; negotiates with attorneys and claimants in an attempt to effectuate out-of-court settlements.

Delinquency & Restoration Assignment

Manages the enforcement and collection of revenue of delinquent water bills and the shut-off of delinquent accounts and illegally restored services; recommends and implements shut off actions required for large commercial or specialized buildings; manages, through a subordinate supervisor, non-compliance shut offs for customers served notices of defect from various units within or outside the department; establishes priorities for restoration and manages scheduling of selected restorations; recommends corrective action for fixing broken or defective parts discovered in the shut off process and ensures action is taken.

Oversees, through subordinate supervisors, crews performing field inspections and repairs or replacements to curbstops; implements necessary changes to monthly maintenance schedules; implements the use of new equipment to aid in work efficiency; manages the proper application of water code regulation and ordinance violations pertaining to water service connections; manages the implementation of training sessions on safety, courtesy, inspection procedures and other related water operations to employees.

Metering Assignment

Manages, through subordinate supervisors, staff responsible for the installation, repair, storage, assembly, disassembly and testing of Automated Meter Reading, (AMR), commercial and residential water meters; coordinates the activity of several units engaged in water meter reading, re-inspection and water revenue investigation; directs lower level staff to identify leaks resulting in loss of revenue; directs the investigation, identification and correction of improper meter sizing causing inaccurate billing.

Manages and ensures accuracy of Data Logging to aid in the analysis of water usage; analyzes customer information and recognizes discrepancies in billing; reviews, analyzes and solves problems concerning automated meter reading meters and assists in determining if billing adjustments are necessary; makes recommendations for type and size meter to be installed when there are customer requests; implements long term strategies to improve water accountability, reliable water metering, accurate water consumption data and customer billings.

Manages through subordinate supervisors the investigation of meter/billing complaints received from customers, the Water Revenue Bureau and other city agencies to identify billing mistakes, unauthorized or unbilled water consumption; manages through subordinate supervisors the identification of damaged and missing water meters and authorizes administrative charges; recommends new metering technologies and implements the use of new and efficient reporting and monitoring systems; manages through subordinate supervisors requests for new water/sewer services through the Permit Tracking System.

Plumbing Repairs Assignment

Manages, through subordinate supervisors, the administration of draft contracts for the City’s Homeowner’s Emergency Loan Program (HELP); prepares for approval the loan information for repair to plumbing defects to residential customers water/sewer system; serves as a liaison with the Water Revenue Bureau and maintains records of loaned funds to be recouped; aids in the Cross Connection Repair Program (CCRP) administration in accordance with the US Environmental Protection Agency standards; prepares for review daily reports on sewer maintenance.

Oversees the investigation and identification of environmental hazards of the City’s drainage system; directs lower level staff in performing cross connection dye tests on cross connections that are polluting the environment; determines if drainage contamination is internal or external; prepares and submits reports documenting Homeowners Emergency Loan Program re-payment history.

Manages, through subordinate supervisors, the administration of the Basement Protection Program ensuring that backflow preventers are installed to redirect rainwater; ensuring approved plumbing procedures are followed; preparing site plans for review when newer sewer connections are made into storm/sewers.

May oversee field work as necessary; conducts field activities through discussion with subordinate staff; prepares updates of and maintains the Defective Lateral Computer System database; recommends the implementation of software enhancements and improvements.

CONTACT CENTER SPECIALTY

Manages, through subordinate supervisors, staff responsible for investigating and resolving customer inquiries and complaints pertaining to utility service and billing issues, and communicating with customers by phone and in writing; resolves escalated customer and city official inquiries; reviews work activities to determine that all policies and procedures are being followed; conducts periodic staff meetings with subordinate supervisors regarding unit performance; directs documentation of work task specifications and the implementation of employee training and work task specification certification; assesses call volume and staffing levels and monitors staff scheduling; evaluates processes and implements changes for improved performance; serves as a technical expert on call management and revenue collection databases and departmental data management systems; authorizes inspections in response to billing discrepancies; prepares statistical and work progress reports; conducts quantitative analysis to improve customer service and efficiency.

Assists the manager in the planning, implementation, and communication of new Customer Contact Center policies, procedures and programs; confers with customers or their representatives on complex billing and service issues; explains technical requirements of laws, ordinance, policies and procedures according to the Water Department and Water Revenue Bureau; engages with other field operations units for solutions regarding water service related issues.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE OF:

ALL SPECIALTIES:

· codes, regulations and ordinances pertaining to water and sewer services

· departmental policies, procedures, and regulations used in water billing and repair

· legislation, rules and regulations governing the collection of water revenue

· the organization and operation of the City government as it affects water operations

· rules and regulations regarding water shutoffs and customer notifications

· supervisory methods and techniques

· practices and techniques of resolving customer service problems

· the methods used in revenue investigation activities

· departmental regulations as they pertain to the water repair and loan programs for the Customer Service assignment

· applicability of plumbing permits, codes, and regulations for the Customer Service and Plumbing Repairs assignments

· operational fundamentals of the water, wastewater and storm water production and management systems

· Field Service policies, procedures and response protocols

FIELD OPERATIONS SPECIALTY

· the principles and techniques of planning and organization for field operations

· equipment and procedures used to perform dye tests to determine condition of sewer connections for the Delinquency & Restoration assignment

· approval procedures for the Home Emergency Loan Program for the Customer Service assignment

· the techniques and procedures utilized to answer questions pertinent to the installation and repair of industrial, commercial, and residential water services connections

CONTACT CENTER SPECIALTY

· principles and procedures of the Water Department Customer Contact Center contact center call management, work flow and information systems

· Water emergency response procedures

· modern office procedures, methods and equipment including computers

· computerized software applications and systems for call management, account management and work orders

· principles and practices of quality assurance metrics and reporting

· state and federal regulations that dictate the operational requirements of the Water Department, e.g., the Clean Water Act and Safe Drinking Water Act

· principles of training and performance management

SKILL IN:

FIELD OPERATIONS SPECIALTY

· assessing and resolving routine customer complaints

CUSTOMER CONTACT CENTER SPECIALTY

· investigating unresolved, complex customer inquiries and determining next steps for complex billing and service issues

· utilizing a computerized software application to track and edit customer contact, accounts, and manage service orders

· documenting customer service work task specifications

· training and performance certification of customer service employees

· assessing and developing employee communication and customer service skills

· directing staff with responsibility for interpreting and applying Water Department and Water Revenue Bureau policies and procedures

ABILITY TO:

· perform analysis of information that includes fact finding, material organization, data evaluation and preparation of recommendations orally and in writing

· supervise, through subordinate supervisors, utility field work or Customer Contact Center work

· understand, interpret, and apply administrative and departmental policies and procedures

· monitor and direct development and test in proficiencies required for customer service tasks at Customer Contact Center for the Customer Contact Center specialty

· understand the role of the Customer Contact Center in departmental operations and collaborate with other agencies as needed for the Customer Contact Center specialty

· monitor and direct employee development and test proficiencies required for field repair for the Field Operations specialty

· communicate clearly, both orally and in writing, with associates, employees, union representatives and the general public

· utilize computer hardware and software relating to work

· prepare and maintain time, activity and material usage reports

· present detailed technical information both orally and in writing

MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 6/24):

ALL SPECIALTIES

EDUCATION

Education equivalent to the completion of the twelfth school grade

FIELD OPERATIONS SPECIALTY

AND

GENERAL EXPERIENCE

Three years of experience at the full performance level performing utility field customer service work or semi-skilled metering work in the disassembly, repair and installation of large and complex water meters in the Water Department’s Operations Administration section.

Three years of experience as a Construction Trades Inspector in the area of specialization of plumbing in the Water Department’s Operations Administration section.

AND

SPECIFIC EXPERIENCE

Two years of experience performing utility field customer service work at the first supervisory level, directing the day to day field operations in the Water Department’s Operations Administration section.

Two years of experience, as a Water Meter Repair Supervisor, planning, assigning and reviewing the work of a large number of Water Field Customer Service Representatives, engaged in the installation, troubleshooting, storage, and testing of commercial and residential water meters.

Two year of experience as a Construction Projects Technician Supervisor in the plumbing repair assignment area in the Water Department’s Operations Administration section.

CONTACT CENTER SPECIALTY

AND

GENERAL EXPERIENCE

Four years of experience performing customer service work with responsibility for providing information and assistance to the public related to water utility services.

AND

SPECIFIC EXPERIENCE

Two years of experience as an Water Customer Care Supervisor in the Water Customer Information Unit.

Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources that has included the specific experience as listed above.

NOTE: Selective Factor Certification may be utilized, as needed, to fill specific positions.

In accordance with Civil Service Regulation 11.032 - Selective Factor Certification – the appointing authority may request certification of eligible candidates with the specified experience to fill specific positions in this class. Certification to fill such positions will be made from the two highest ranking eligible candidates on the eligible list who possess the specified qualification.

City of Philadelphia classes which typically meet the specific experience:

Water Field Customer Service Supervisor (7B16) for the Field Operations Specialty

Water Meter Repair Supervisor (7J64) for the Field Operations Specialty

Water Customer Care Supervisor (6J19) for the Contact Center Specialty Only

PHYSICAL AND MEDICAL REQUIREMENTS

Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

LICENSES, REGISTRATIONS AND CERTIFICATES

Possession of a valid proper class motor vehicle operator's license as issued by the Commonwealth of Pennsylvania prior to appointment and during tenure of employment.

Class Established:

CSC: 11/13

Ad. Board: 12/13

Recent Spec. Revision:

CSC: 5/14

Ad. Board: 5/14

Consolidation with 6F76:

CSC: 11/14

Ad Board: 1/15

CSC: 6/15

Ad Board: 6/15

Spec. Revision:

CSC – 12/18

Ad. Board – 2/19

Spec. Revision:

CSC – 02/20

Ad. Board – 03/20

Spec. Revision:

CSC – 10/20

Ad. Board – 11/20

Latest Spec. Revision:

CSC – 5/24

Ad. Board – 6/24