Utility Account Service Manager (Mgr2)

Position Description
Seattle Public Utilities (SPU) is seeking a highly motivated and experienced Utility Account Service Manager to lead a team of approximately 20 professionals responsible for addressing customer needs across all four lines of business: water, sewer, drainage, and solid waste. As the Utility Account Service Manager, you will play a critical role in ensuring accurate billing, revenue collection, and managing sensitive customer issues. You will also collaborate with internal and external stakeholders to drive improvements in customer service and contribute to the overall mission of delivering efficient utility services.

You will be responsible for managing and directing a team of customer service professionals, overseeing a variety of customer issues, developing and implementing programs to improve customer service, managing field work turn-on and shut-off of water meters, responding to calls from delinquent customers, monitoring delinquent balances and providing support to avoid customer shut-offs, managing field work Utility Account Reps with a rotating hybrid schedule, managing Account Executives who handle key accounts customers, and managing the Sewer Submeter Program. If you are a highly motivated and experienced professional with a passion for customer service, we encourage you to apply for this exciting opportunity.

About Seattle Public Utilities: Seattle Public Utilities (SPU) is a Community Centered Utility whose mission is to foster healthy people, environment, and economy by partnering with our community to equitably manage water and waste resources for today and future generations. We deliver high quality, vital services, across four major lines of business: providing water, solid waste, drainage and wastewater services for Seattle residents and businesses. In addition, SPU provides drinking water for 1.5 million regional customers in Seattle and other municipalities. Our customers depend on us to deliver high quality, reliable, and cost-conscious utility services and to achieve the highest benefits possible for every investment we make.

For more information about Seattle Public Utilities (SPU), please visit:

• SPU Workplace Expectations
• Strategic Business Plan
• Shape Our Water Plan

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.

Why join us?
We know work isn't only about what you do, it's also about who you work for and with! SPU provides a fun and family-friendly work environment that supports a work life balance, including:

• Hybrid work schedule opportunities
• Family-friendly and multicultural work environment
• Generous benefits package
• Free public transportation options
• City pension plan with employer/employee contributions
• Growth potential and advancement opportunities

Job Responsibilities

• Supervise & manage approximately (20) professional staff who provide services to SPU's largest commercial, industrial and institutional customers as well as SPU's business and residential customers.
• Ensure accurate billing and data management of SPU's drainage billing system.
• Oversee staff activities involved with the resolution of delinquent revenue collection, high consumption, leak adjustments, billing disputes, bankruptcies and partner with the Customer Affordability Program Services to assist in the work of eligible customers for utility emergency benefits.
• Manage sensitive and complex customer issues elevated to the Department Director, Mayor and City Council. Conduct business operation assessments and prepare options for problem resolution and work directly with internal and external customers.
• Perform supervisory duties such as: hiring, staff development, coaching/training, setting expectations, labor relations, performance evaluations, and administer corrective and/or disciplinary action.
• Coordinate and collaborate with SPU work groups and other government agencies to better serve business and residential customers (Contact Center, Customer Billing, Field Operations, Development Services, Finance, King County) in program operations or development of improvements or procedural changes.
• Lead development and implementation of enhanced customer outreach and communication efforts.
• Assess needs, develop plans and lead implementation of staffing and other resource changes to better meet customer business needs Monitor unit's performance, including setting performance metrics and measuring performance.
• Manage professional staff ranging from Account Executives, Senior Management Systems Analysts, Associate Civil Engineering Specialist, and Utility Service Representatives.

Please note this job posting is not designed to cover or contain the complete listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change as conditions require
Qualifications
Experience: Five (5) years professional experience related to utility or customer service program management with at least one (1) year of supervisory/lead experience.

Education: Bachelor's degree in Business Administration, Public Administration or related field OR two (2) additional years of qualifying experience.

Experience and Education Equivalency: Combinations of appropriate education, training, certification, and experience will be evaluated on an individual basis for comparability to the minimum education and experience requirements.

License, Certification and Other Requirements: Must possess or have the ability to possess at time of appointment, a Department of Licensing Driver's Abstract (driving record/history) documenting a valid/unencumbered driver's license, $15 cost to the candidate.

Special Conditions: This position may require a combination of in-office work and going out into the field to meet with customers.

Additional Information
Desired Qualifications:

• Experience in mentoring, coaching, and developing staff.
• Proven track record of building and managing customer relationships.
• Familiarity with GIS, Microsoft Office Suite, and large billing systems.
• Extensive leadership and team-building experience.
• Strategic problem analysis and resolution skills.
• Strong leadership, interpersonal, and communication skills.
• Demonstrated ability to develop and manage outreach programs for diverse customer segments.
• Proficiency in analyzing trends, customer needs, and translating insights into actionable recommendations.
• Working knowledge of utility policies, operations, and large billing systems.
• Excellent communication skills, both written and verbal.
• Ability to work within the organizational framework of SPU Workplace Expectations including our values on Safety, Respect, Diversity, Trust, Humor, Productivity, Integrity, Innovation, and Partnership

Application Process: In addition to completing your online application please attach your current Resume and Cover Letter. Your cover letter should address how your education, training and experience meet the qualifications of the position.

~Candidates Submitting an Incomplete Application Package, will NOT be considered~

Workplace Environment (Telework Expectation): This position allows for the flexibility of a hybrid work schedule. Employees will be required to come into the office twice a week. Individual schedules will be agreed upon by the employee and their supervisor. The full salary range for this position is $93,354.48 - $140,083.92 annually.

Benefits: The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at : https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans
Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle's Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.

Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.

Questions? Contact Erika Monroe at Erika.Monroe@seattle.gov

Learn more about Seattle Public Utilities at our web page www.seattle.gov/util/ .

The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.

More information about employee benefits is available on the City's website at:
"Most" Employees Plans - Human Resources | seattle.gov

Closing Date/Time: 9/26/2023 4:00 PM Pacific