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Assistant Customer Service Superintendent
4 months ago
$41.61 - $63.63 Hourly
Note: The normal starting pay for this position is the minimum of the pay range listed above. A higher rate of pay may be considered, dependent on the qualifications and experience of the selected applicant and/or the City’s step placement policy.
Important Application Information: Completion of the supplemental questions is required. Applicant responses to supplemental questions must specifically answer the questions asked. Responses to supplemental questions must be supported by work history/information listed on the application/resume. Applications may not be reviewed if specific responses to supplemental questions have not been provided.
This job classification has been designated as a safety sensitive job classification in accordance with the Oklahoma Medical Marijuana and Patient Protection Act, 63 O.S., § 427.1 et seq., (OSCN 2019), effective August 29, 2019. This means employees in this job classification can be subject to disciplinary action up to and including termination if they test positive for marijuana components or metabolites, even if they possess a medical marijuana license.
DEPARTMENTAL INFORMATION
The Oklahoma City Utilities Department provides water, wastewater, and solid waste management services to a population exceeding 1.4 million within central Oklahoma. The Utilities Department is one of the largest City departments with 826 employees, ten divisions, and an annual budget of about $1.2 billion. The Utilities Customer Service Division is responsible for the Utilities call center and account billing, meter reading, field services, and water conservation programs to residents and businesses throughout our regional service area. The division manages approximately 240,000 customer accounts, growing about 4,000 per year and consists of 168 positions with onsite Department information technology support services. We have initiated installation of an automated meter reading system to be completed in the next three to five years to improve reading effectiveness. The customer information and billing system was recently updated including a robust customer portal capability. This position will assist the superintendent in implementing business process efficiency and modernization initiatives to improve customer experience and operational efficiency.
JOB SUMMARY
This position is located in the Customer Service Division of the Utilities Department within the City of Oklahoma City and is under the direction of the Customer Service Superintendent. The primary purpose of the position is to direct the daily activities of the call center, field operations, and meter reading; and is responsible for the overall Customer Service Division activities in the absence of the superintendent. Essential job functions include: supervising operations activities by assigning, prioritizing, and monitoring work activities; assisting in the development and assessment of departmental/divisional budgets and goals and objectives; identifying and resolving customer issues; monitoring operational expenditures; ensuring compliance with divisional program objectives and policies, and applicable state and federal regulations; reviewing work products and improving work methods and procedures; developing and implementing divisional productivity improvement measures; and preparing complex technical reports for submission to City officials, federal and state agencies, etc. The employee has frequent contact with other City employees, contractors, citizens, outside agencies, etc., to exchange information or provide technical assistance regarding divisional activities. The instructions received define program objectives as well as personnel and budgetary limitations. Work is reviewed by the division superintendent for program accomplishments; effectiveness of management; and adherence to policies, procedures, and directives.
VETERANS PREFERENCE
Honorably discharged veterans of the United States Active Duty Armed Forces, National Guard, and Reserve Forces who are not currently employed full-time by the City of Oklahoma City and who meet the qualifications for the position shall be given preference. To receive preference, veterans must submit verification of honorable discharge from the United States military service (Department of Defense Form DD214 or NGB Form 22) prior to the closing date of the vacancy announcement.
JOB REQUIREMENTS
Knowledge of and skill in applying administrative and managerial principles and practices. Knowledge of and skill in contract administration and project management Knowledge of and skill in integrating customer information, meter reading, call center, and billing systems software. Knowledge of and skill in resolving escalated customer service complaints. Skill in coaching and mentoring staff. Skill in coordinating and supervising the activities of professional, technical, and clerical staff. Skill in managing a customer service operation. Skill in verbal and written communication using tact and diplomacy. Ability to compile and analyze data. Ability to establish and maintain effective working relationships. Ability to make work-related decisions. Ability to plan, design, evaluate and implement current processes and process improvements. Ability to travel. Willingness to assume responsibility for work performed.DEPARTMENTAL PREFERENCES
Minimum of a bachelor’s degree in business, accounting, finance, public administration, management, or related field from an accredited college or university; and five years’ experience managing a diverse workforce OR: An associate degree or 64 credit hours in college towards a degree in business, accounting, finance, public administration, management, or related field from an accredited college or university; and seven years’ experience managing a diverse workforce. Experience in developing and operating within budgets, formulating policies and procedures, strategic planning, public engagement, contract administration, and quality management. Experience in developing and sustaining initiatives to meet service delivery objectives while accommodating customer growth. Proficient skills in Microsoft Office Suite including Outlook, Excel, Word, and PowerPoint.COMPETENCIES
Execution and Results: (1) Sets well-defined and realistic goals and high standards of performance for self or self and others; (2) displays a high level of initiative, effort, and commitment toward performing work; (3) completes assignments in a thorough, accurate, and timely manner, and delivers results; (4) works with minimal supervision, is motivated to achieve, and demonstrates responsible behavior; (5) demonstrates understanding of all aspects of the job and application of accrued knowledge in carrying out duties and responsibilities; technical knowledge; skill in the techniques, equipment, procedures, and work required; (6) recognizes opportunities and takes action for improvement to programs, policies, procedures, practices, and processes; (7) understands and is able to apply the principles, methods, and tools of quality improvement; (8) collects, examines, analyzes, and interprets data from a variety of sources; (9) makes data-driven recommendations/decisions and achieves results; (10) effectively achieves results through others to achieve the Department or City's mission. Judgment: (1) Plans, coordinates, and executes business functions efficiently, effectively, and in a fiscally responsible manner; (2) identifies risks and develops and implements measures to avoid, mitigate, or minimize those risks; (3) makes effective, timely, well-informed, objective, and transparent work-related decisions; (4) exhibits emotional maturity and stability, effectively manages conflict, and remains optimistic and calm during stressful situations; (5) uses resources effectively to achieve results aligned with organizational priorities; (6) applies understanding of financial management/budgeting principles to ensure decisions are fiscally sound and responsible and in accordance with policies, procedures, processes, rules, regulations, and laws; (7) makes business decisions that drive positive, fiscally responsible performance; (8) manages ambiguity, business insight, financial acumen, makes decisions using data and insight that achieves the best outcome for the department and City. Teamwork/Team Oriented: (1) Recognizes, values, and leverages the ideas, opinions, and perspectives of others; (2) participates willingly and effectively as a team lead or team member; (3) builds consensus; fosters team commitment, spirit, pride, and trust; (4) collaborates with others to accomplish goals and objectives and achieve results; (5) expresses facts, ideas, messages, and information (technical and non-technical) to individuals or groups clearly, concisely, accurately, understandably, with honesty, tact, and diplomacy and in a manner that is appropriate for the intended audience; (6) actively listens, clarifies information as needed. Customer Centric: (1) Demonstrates commitment to public service; (2) serves and satisfies internal and external customers in a timely and effective manner; (3) establishes, commits to, and maintains high standards for producing quality work products and being responsive to customers; (4) supports the Department/City's mission; develops and executes strategies with the customer in mind. Strategic Thinking: (1) Thinks conceptually, imaginatively, and systematically; (2) envisions the future; (3) defines the vision, direction, and goals; (4) develops a road map for achievement; (5) anticipates change and plans for it; (6) considers long-term value and consequences; (7) influences others to achieve results; (8) understands where the organization is headed; knows the organization's mission and functions, and how its social, political, and technological systems work; (9) aligns business strategies to long-term success of the City; (10) sets the vision, direction and compelling course of action; (11) operates effectively within the systems, programs, policies, procedures, codes, ordinances, rules, and regulations of the organization; (12) knows industry and stays ahead of best practices; (13) understands the political environment, management priorities, staff roles and responsibilities, and grasps external factors impacting the organization; (14) identifies when issues need to be escalated to higher authorities and effectively alerts appropriate officials. Leads Through Influence: (1) Persuades others; builds consensus through give and take; (2) gains cooperation from others to obtain information and accomplish goals; (3) works with others towards achieving agreements that may involve exchanging resources or resolving differences; (4) understands the concepts, practices, and techniques used to identify, engage, influence, and monitor relationships with individuals and groups connected to a work effort including those actively involved; (5) leads through influence over the process and its results, and those who have a vested interest in the outcome (positive or negative). Commitment to Continuous Improvement: (1) Recognizes opportunities for improvement with regard to programs, policies, procedures, practices, and processes; (2) understands and is able to apply the principles, methods, and tools of quality improvement; (3) collects, examines, analyzes, and interprets data from a variety of sources; (4) makes data-driven recommendations/decisions and achieves results. Agility: (1) Values collaboration, communication, and feedback and is flexible and open to new ideas; (2) learns rapidly and transforms learning into action; (3) examines processes and practices to perform work most effectively; (4) demonstrates courage and willingness to take calculated risks; (5) assesses readiness; proposes new approaches, methods, and technologies plans, implements, and evaluates change in a transparent, positive, and thoughtful manner; (6) exhibits emotional maturity and stability, effectively manages conflict, and remains optimistic and calm during stressful situations; (7) rapidly adapts to change and leads others through change, while producing tangible results and identifying new opportunities. Talent Development: (1) Provides tools, materials, equipment, and resources; (2) provides performance feedback, coaching, mentoring, encouragement, and support; (3) discusses personal and professional goals; (4) provides formal and informal learning and development opportunities that support achievement of personal and professional goals; (5) attracts and develops talent; (6) manages performance throughout the department or City; (7) sets the leadership tone for area of responsibility. Note: This competency is not applicable for employees who are not supervisors. Inclusive Leadership: (1) Fosters a diverse, equitable and inclusive workplace where individual differences are valued, and employees feel a sense of belonging; (2) seeks to know and learn about others; welcomes diversity in ideas, perspectives, and thoughts; understands and respects values, attitudes, and beliefs of others; (3) seeks to build diverse teams through inclusive hiring practices (ensures opportunity for individuals of all backgrounds and demonstrates a commitment to hiring the most qualified candidates); (4) cultivates engagement, team building, collaboration; (5) instills trust; (6) recognizes contributions and celebrates accomplishments; (7) promotes the advancement of all employees including those of marginalized identities (e.g., coaching, mentoring, providing personal and professional development opportunities); (8) actively participates in and encourages others to participate in diversity and inclusion programming and/or training; (9) strategically integrates inclusion into business practices and decisions; (10) demonstrates respect, inclusiveness, understanding, tact, diplomacy, and professionalism in developing and maintaining effective working relationships with others; (11) effectively manages one's own feelings and emotions; (12) builds diverse teams, promotes advancement of marginalized employees, participates and encourages participation of I&D initiatives. Note: This competency is not applicable for employees who are not supervisors.WORKING CONDITIONS
Indoors frequently, subject to sitting, standing, walking, or using a telephone for extended periods of time. Outside occasionally, may be exposed to heat, cold, humidity, rain, etc. Subject to local travel to monitor divisional projects. Occasionally required to work beyond normal working hours or to change working hours. May be required to work varied schedules, including weekends and holidays.Note: Typical City employee working hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. However, working hours vary (may require work to begin before 8:00 a.m. and/or end beyond 5:00 p.m., and/or may require work on weekends and holidays), and are subject to change, based on the duties and location of the position and the business needs of the assigned work unit/department.
PHYSICAL REQUIREMENTS
Near vision enough to read and draft various forms of written and machine-generated communications. Manual and finger dexterity enough to operate standard office equipment and to produce hand-written and electronically generated correspondence. Speech and hearing enough to communicate in-person and by telephone, two-way radio, etc.OTHER DETAILS
Attachments: Applicants may upload only two attachments. Applicants may choose to combine documents into one file for upload.
Pay Method: City employees are required to receive pay electronically, either via direct deposit or pay card.
Background Investigation, Drug Testing, Physical Examination: Upon a conditional offer of employment/acceptance of position, the City of Oklahoma City will conduct a criminal history background check for external applicants. Applicants will be provided contact information for any third-party reporting agencies used to collect background information in connection with conditional offers of employment.
If the position accepted includes a driver license (commercial or non-commercial) Job Requirement, the City of Oklahoma City will obtain a Motor Vehicle Report for internal and external applicants.
If the position accepted is safety sensitive and/or a driving position, internal and external applicants will be provided a copy of the City of Oklahoma City's Drug and Alcohol Testing Policy prior to being directed for a drug test.
If the position accepted is cyber security sensitive, internal and external applicants will be subject to a Criminal Justice Information Services (CJIS) Interstate Identification Index (III) Fingerprint Background check. Additionally, employees in this job classification must complete Level 4 Security Awareness Training and pass an online certification test.
If the position accepted includes a lift/push/pull/carry Physical Requirement of 25 pounds and greater, internal and external applicants will be directed for a physical examination.
