7B09
PAY RANGE: N21
WATER CUSTOMER SERVICE MANAGER
(Contact Center)
(Field Operations)
GENERAL DEFINITION
This is administrative utility customer service work at the managerial level directing through a subordinate assistant manager, the field operations of an assigned unit in the Water Department Operations Administration section or the day to day operations of the Water Customer Contact Center. Employees in the Field Operations specialty direct water field operations in one of four areas of assignment: Customer Service, Delinquency & Restoration, Metering or Plumbing Repairs. The employee in the Customer Service assignment directs the investigation of customer complaints and claims pertaining to plumbing violations, water and sewer services. The employee in the Delinquency and Restoration assignment directs the collection of revenue for delinquent or non-compliant accounts and manages the shut-off of delinquent and illegally restored accounts. The employee in the Metering assignment directs the installation, repair, storage and testing of water meters, manages the revenue protection program and the investigation of billing discrepancies and recovers revenue due to water theft. The employee in the Plumbing Repairs assignment directs and administers the City’s Homeowners Emergency Loan Program (HELP) loan to correct Notice of Defects issued to homeowners for plumbing repairs to their sewer or water systems. Employees in the Customer Contact Center specialty direct, through subordinate supervisors, customer service operations at the Philadelphia Water Department Customer Contact Center who are responsible for investigating and resolving customer inquiries and complaints pertaining to utility billing and service issues. 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 general direction of an administrative superior.
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 the Water Department.
2. Employees must manage and direct through a subordinate assistant manager, in the Field Operations Specialty in one of four areas of assignment: Customer Service, Metering, Delinquency & Restoration, and Plumbing Repairs.
3. Employees must manage and direct through a subordinate assistant manager in the Contact Center Specialty.
4. Only five positions will be allocated to this class. Four positions for the Field Operations Specialty: one position in each of the four assignment areas: Delinquency & Restoration, Metering, Customer Service and Plumbing Repairs. One position will be allocated to the Contact Center specialty.
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
Both Specialties
Directs, through a subordinate assistant manager, the field operations of an assigned unit in the Operations Administration section or water customer care staff in the Contact Center; authorizes assignment of additional personnel at emergency work sites; establishes work standards and oversees through a subordinate assistant manager work performance to ensure proper productivity; reviews records of completed work; authorizes changes or deviations from proposed methods to suit the work situation; determines the billing and payment responsibility for maintenance and repair work; oversees and directs process improvements to meet unit objectives; reviews complex problems arising in unit; communicates with customers regarding complex or high level complaints; ensures safety meetings are conducted; determines and ensures that safety instructions for field crews are implemented; oversees and monitors compliance with department safety procedures; conducts periodic staff meetings with subordinate assistant managers to discuss problems affecting work activities; serves as technical expert in area of assignment.
Coordinates with City Departments to recommend and implement changes to policies and procedures regarding water related issues; conducts research, analyzes relevant information and implements changes in policies and procedures governing work; develops standard operating procedures to ensure work is completed according to applicable laws and regulations; coordinates orientation of new employees to departmental policies and practices; directs training for new employees in procedures and techniques; designs and coordinates the implementation of training sessions on safety, courtesy, inspection procedures and other related water operations to employees.
Analyzes budgetary information, work productivity and prepares unit budget; determines budgetary allotments to staffing needs, materials, supplies and equipment for the upcoming fiscal year; implements and maintains unit budget; oversees and ensures that budget allotments are not being exceeded; oversees and directs the selection of contractors to perform maintenance and repair work; ensures, through a subordinate assistant manager, that work being performed adheres to contract language; approves contract payments and ensures compliance; coordinates work of contract agencies and may provide on-site direct supervision when required; evaluates equipment usage; researches and recommends methods for more effective equipment use; researches, evaluates and recommends the purchase or use of new tools and equipment; Coordinates with other city departments, ensures compliance with Safe Drinking Water Act and Clean Water Act; coordinates response with Industrial Waste Unit, Pennsylvania Department of Environmental Protection and the US Environmental Protection Agency, and cooperates with them on environmental concerns; prepares written reports for management and City Council.
Performs related work as required.
FIELD OPERATIONS SPECIALTY
Customer Service Assignment
Oversees the administration of the City’s Emergency Abatement Repair Program (EARP); attends code enforcement and tax board hearings; makes recommendations to higher level staff and develops, administers and enforces unit policies and procedures; directs the billing of abatement projects administered under EARP; attends routine meetings with other City departments and boards; directs through a subordinate assistant manager the billing of repairs made on private sewer systems; determines the billing responsibility for related repairs; oversees and directs, through a subordinate manager, a staff responsible for performing inspections related to water and sewer issues; oversees and/or directly resolves high level or complex complaints that present imminent danger to public health or properties.
Communicates with various departments in order to initiate repayment of property liens; oversees the issuance of notices of defect to property owners and enforces shut off notices as necessary; develops and implements an instruction program for field personnel in the correct use of materials used in the installation of residential, commercial and industrial water connections; directs the proper handling of water code regulation and ordinance violations pertaining to water service connections.
Receives requests made by nonprofit organizations, hospitals, schools and rehabilitation centers for associated water and sewer discounts; directs staff performing inspections to gather information when requested; analyzes and makes final decision on all charitable account statuses.
Oversees investigations of complex claims to secure facts; may visit the scene of disasters such as cave-ins or water main breaks; consults with the Law Department; oversees negotiations with attorneys and claimants in an attempt to effectuate out-of-court settlements.
Delinquency & Restoration Assignment
Oversees the enforcement and collection of revenue for/of delinquent water bills through shut off procedures to residential water customers; provides final approval on all shut off actions required for large commercial or specialized buildings; directs and oversees non-compliance shut offs for customers served notices of defect from various units within or outside the department; establishes priorities for restoration and oversees, through a subordinate assistant manager the scheduling of selected restorations; approves corrective action for fixing broken or defective parts discovered in the shut off process and ensures through a subordinate assistant manager that corrective actions have been taken.
Oversees, through a subordinate assistant manager, crews performing field inspections and repairs or replacements to curbstops; reviews and approves necessary changes to monthly maintenance schedules; directs the proper application of water code regulation and ordinance violations pertaining to water service connections.
Metering Assignment
Directs, through subordinate assistant managers, staff responsible for the installation, repair, storage, assembly, and disassembly and testing of AMR commercial and residential water meters; oversees and directs efforts of lower level staff to identify leaks resulting in loss of revenue; directs the investigation, identification and correction of improper meter sizing causing inaccurate billing.
Oversees and ensures accuracy of Data Logging to aid in the analysis of water usage; analyzes customer information and recognizes discrepancies in billing; approves recommendations for type and size meter to be installed when there are customer requests; oversees and directs long term strategies to improve water accountability, reliable water metering, accurate water consumption data and customer billings.
Oversees 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; oversees 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; oversees requests for new water/sewer services through the Permit Tracking System.
Plumbing Repairs Assignment
Oversees, administers and drafts contracts for the City’s Homeowners Emergency Loan Program (HELP); oversees and approves customer for loans to repair plumbing defects to residential customers water / sewer system; coordinates with Water Revenue to ensure loaned funds are recouped; administers the Cross Connection Repair Program (CCRP) in accordance with the US Environmental Protection Agency standards; receives and reviews daily reports on sewer maintenance; oversees the investigation and identification of environmental hazards on the City’s drainage system; oversees and 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; examines reports documenting Homeowner Emergency Loan Program re-payment history.
Oversees and administers the Basement Protection Program ensuring that backflow preventers are installed to redirect rainwater; ensures approved plumbing procedures are followed; reviews site plans and schedules inspectors when new sewer connections are made into storm/sewers; may oversee field work as necessary; reviews and oversees field activities through discussion with subordinate manager and review of field reports; reviews updates of the Defective Lateral Computer System database; recommends and oversees the implementation of software enhancements and improvements; develops program goals; tracks progress on monthly and annual basis; adjusts goals as required; prepares reports summarizing work.
CONTACT CENTER SPECIALTY
Directs, through subordinate assistant managers, customer care staff responsible for investigating and resolving customer questions about utility billing issues, establishing payment agreements for residential and commercial accounts; addresses service problems and communicates information to customers about water and wastewater system problems; directs efforts of lower level staff who provide technical direction on responding to billing and service inquiries; directs the investigation of the most complex customer service issues; frequently consults with the Water Revenue Bureau and Law Department.
Establishes evaluation and training processes and metrics for the unit; analyzes current performance, proper work methods, techniques, and compliance; establishes applicable performance standards and specifications; recommends and creates Customer Contact Center policies and procedures and implements changes and improvements in customer service; directs the use of various computer systems to manage utility customer accounts, manage call flow, email and social media customer contacts, and manage field work orders; directs technical system problem analysis and resolutions; manages computer system vendor relationships; communicates with various departments in order to fix discrepancies and issues with billing and field services.
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
· the organization and operation of the City government as it affects water operations
· Field Service policies, procedures and response protocols
· operational fundamentals of the water, wastewater and storm water production and management systems
· rules and regulations regarding water shutoffs and customer notifications
· supervisory methods and techniques
· practices and techniques of resolving customer service problems
FIELD OPERATIONS SPECIALTY
· equipment and procedures used to perform dye tests to determine the condition of sewer connections for the delinquency and restoration assignment
· the techniques and procedures utilized to answer questions pertinent to the installation and repair of industrial, commercial and residential water services connections
· approval procedures for the Home Emergency Loan Program for the Customer Service and Plumbing Repairs assignment
· departmental regulations as they pertain to water repair and loan programs for the Customer Service and Plumbing Repairs assignment
· applicability of plumbing permits, codes, and regulations for the Plumbing Repairs assignment
CONTACT CENTER SPECIALTY
· principles and procedures of the Water Department Customer Contact Center for the Contact Center specialty
· contact center call management, work management and knowledge management technology
· Water emergency response procedures
· Water Revenue Bureau policies and procedures pertaining to water and sewer billings and associated codes for the Contact Center specialty
· Methods, procedures, practices and terminology used in billing and financial record keeping for the Contact Center Specialty
· Water Revenue Bureau policies and procedures pertaining to water and sewer billing
· budget preparation and financial management
SKILL IN:
FIELD OPERATIONS SPECIALTY
· assessing and resolving routine and complex customer complaints
· making managerial decisions
· solving technical problems as they pertain to utility field work
CONTACT CENTER SPECIALTY
· investigating unresolved, most complex customer inquiries for the Contact Center specialty
· utilizing a computerized software application to track and edit customer contact, accounts, and manages service orders
· directing subordinate staff with responsibility for interpreting and applying Water Department and Water Revenue Bureau policies and procedures and Customer Contact Center customer service techniques effectively
ABILITY TO:
· evaluate the effectiveness of maintenance and repair methods and equipment usage and make recommendations for improvement for Field Operations Specialty
· evaluate the effectiveness of performance management metrics in place and make recommendations for improvement
· communicate clearly, both orally and in writing, with associates, employees and union representatives and the general public
· utilize computer hardware and software relating to work
· learn the procurement practices, procedures and policies of the City
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 3/20.)
ALL SPECIALTIES
EDUCATION:
Education equivalent to completion of the twelfth school grade.
AND
FIELD OPERATIONS SPECIALTY
GENERAL EXPERIENCE
Two years of experience performing utility field customer service work at the first supervisory level, directing the day to day field operations of field employees in the Water Department’s Operations Administration section or two years of experience at the second supervisory level directing a large staff of field investigators engaged in the collection of revenues owed the city.
AND
SPECIFIC EXPERIENCE
Two years of experience performing administrative utility field 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 which has included functioning as an across-the-board assistant overseeing water field operations in one of four areas of assignment: Customer Service, Plumbing Repairs, Delinquency & Restoration and Metering.
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.
CONTACT CENTER SPECIALTY
AND
GENERAL EXPERIENCE
Two years of experience performing customer service work at the first supervisory level in the Philadelphia Water Department Customer Contact Center, directing customer service staff responsible for investigating and resolving complaints pertaining to water utility services.
AND
SPECIFIC EXPERIENCE
Two years of experience performing administrative utility customer service work as a Water Customer Service Assistant Manager directing through subordinate supervisors the day-to-day operations of the Water Department’s Customer Contact Center.
OR
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.
City of Philadelphia classes which typically meet the specific experience:
Water Customer Service Assistant Manager (S) (7B08)
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
Spec. Revision CSC: 5/14, Ad Board: 5/14
CSC: 11/14
Ad Board: 1/15
Spec. Revision
CSC – 12/18
Ad. Board – 2/19
Latest Spec. Revision
CSC-1/20
Ad. Board- 3/20
AW