0922 Customer Service Billing & Collections Manager

Recruitment #PBT-0922-083082



This is a Position-Based Test conducted in accordance with CSC Rule 111A


About the San Francisco Public Utilities Commission (SFPUC)

Our mission is to provide customers with high quality, efficient and reliable water, power, and sewer services in a manner that is inclusive of environmental and community interests, and sustains the resources entrusted in our care. We are comprised of three essential 24/7 service utilities: Water, Wastewater and Power. We provide retail drinking water and wastewater services to San Francisco, wholesale water to three Bay Area counties, and green hydroelectric and solar power to San Francisco’s municipal departments and tenants and redevelopment areas. Headquartered in San Francisco, we have about 2,300 employees working in seven counties with a combined annual operating budget of over $900 million.   




Under general direction, administers and supervises the activities and personnel of a large operating section of the Public Utilities Commission’s Customer Service Bureau and performs other duties as assigned.


The essential duties and responsibilities include but are not limited to the following:


  • Plans, assigns, and inspects the work of subordinate staff, to ensure operational efficiency relating to water, wastewater, electric services and land leases and permits, as well as conformance with departmental policies, procedures, laws and regulations.
  • Oversees the operations of a Customer Contact Center, Billing, Collection, Retail Services, or Business and Systems Support, for effectiveness and efficiency; identifies, investigates, analyzes, and mitigates operational issues.
  • Directs the preparation of complex financial, statistical and operational reports and records, including customer bills, service records and collection accounts.
  • Maintains effective communication with representatives from various City departments, contractors, banking officials and the general public, in connection with departmental policies, rules and regulations.
  • Oversees the preparation and maintenance of a wide variety of records, reports and documents, consisting of the Bureau’s financial, statistical and operational information.
  • Collaborates with managers and supervisors on Customer Information System (CIS) development and implementation.
  • Participates in hiring and staff development practices; establishes & maintains effective working relationships; conducts timely performance reviews.
  • Coordinates section or division operations, including complex technical issues involving various types of accounts, new services, deposits, receipts, collections, disbursements and reporting activities with other areas or agencies.
  • Oversees various complex customer information systems, utilized in billing and collection of water and wastewater services, electric services, land leases and permits.

Minimum Qualifications

1.     Possession of a Bachelor's degree from an accredited college or university; AND

2.     Five (5) years of senior-level clerical experience in customer service or billing and collection in a large utility, public works organization, or tax collector’s office;  AND

3.     Possession of a valid driver’s license.



Additional qualifying experience may be substituted for the degree requirement on a year-for-year basis; One year of qualifying experience will be considered equivalent to thirty (30) semester units or forty-five (45) quarter units.


The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this class code.


Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.



The stated desirable qualifications below, may be used to identify job finalists at the end of the selection process when candidates are referred for hiring:


·        Extensive experience in management, organization, leadership, decision making, and    problem solving, including strong computer and communication skills.

·        Proficiency in two or more of the following database applications:

-        Microsoft Office Applications (Word, Excel, Outlook, Access & Visio)

-        Mobile and field computing

-        Utility Customer Care and Billing System

-        Work Order Management System

-        Advanced Customer Call Center Applications

-        Water or Electric Meter Reading System



Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.  If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/how-verify-education-requirements.  


If verification of professional experience is required, information on how to verify work experience requirements can be found at http://sfdhr.org/information-about-hiring-process#verification.  


City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules.


Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations must be submitted.


Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Select the desired job announcement
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date.  Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter.  To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file.  Applicants should retain this confirmation email for their records.  Failure to receive this email means that the online application was not submitted or received.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline.  Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Princess Campbell, by telephone at 415.554.1667, or by email at pcampbell@sfwater.org.

Selection Procedures

Supervisory Test Battery: (Weight: 40%)

Candidates will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skill; Human Resources Management; Team Building; Communication & Conflict Management. For more information about this Supervisory Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=325

A passing score must be achieved on the Supervisory Test Battery in order to continue in the selection process.

This is a standardized examination, and, therefore, test questions and answers are not available for public inspection or review.

Scores attained on the Supervisory Test Battery will be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take the Supervisory Test Battery. The Supervisory Test Battery may be used for many other classes; therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes the Supervisory Test Battery, your score will be automatically applied to that announcement, However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the Supervisory Test Battery. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the Supervisory Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

A passing score must be achieved on the Supervisory Test Battery in order to continue in the selection process.

Supplemental Questionnaire (Weight: 60%)

Candidates will be prompted to complete a supplemental questionnaire as part of the online employment application process. The Supplemental Questionnaire is designed to measure applicant’s relative knowledge, skills and abilities in job-related areas, identified as critical for successful performance. These may include but are not limited to: knowledge of water, wastewater and power service policies and practices, knowledge of utility billing methods, leadership skills, decision making, interpersonal skills, supervision, organizational skills, analytical ability, computer skills, oral and written communications.


All responses to the Supplemental Questionnaire are subject to verification and must be consistent with the information provided in your application.


Candidates must obtain a passing score on both the Basic Supervisory Exam and the Supplemental Questionnaire in order to be placed on the eligible list for positions in this job Class.


Candidates’ scores on this examination process may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.


Eligible List:

The eligible list resulting from this examination is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.  Information can be found at: http://sfdhr.org/information-about-hiring-process#eligiblelists.   


The duration of the eligible list resulting from this examination process will be twelve (12) months, and may be extended with the approval of the Human Resources Director.


Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification.  To find other Departments which use this classification, please see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246.   Search that document by title or job code to see which departments use the classification.



The certification rule used for the eligible list resulting from this examination will be the Rule of the List.  Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Conviction History

If you receive a conditional offer of employment, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you were given a conditional offer of employment. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you receive a conditional offer of employment, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.


Terms of Announcement:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations.  Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.


The terms of this announcement may be appealed under Civil Service Rule 111A.35.1.  The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule.  Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director.  Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.


General Information concerning City and County of San Francisco Employment Policies and Procedures:  Important Employment Information for the City and County of San Francisco can be obtained at http://www.sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA.


Copies of Application Documents:

Applicants should keep copies of all documents submitted, as these will not be returned. Information can be found at:  http://www.sfdhr.org/index.aspx?page=20#copies.


Position Based Testing:



Reasonable Accommodation Request:  

Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable American Disabilities Act (ADA) Accommodation at:


Veteran’s Preference: Information regarding requests for Veteran’s Preference can be found at:



Seniority Credit in Promotional Exams:  

Information regarding seniority credit can be found at: http://sfdhr.org/information-about-hiring-process#senioritycredit


Right to Work:

All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States. Information can be found at: http://sfdhr.org/information-about-hiring-process#identification


Exam Type: CPE


Issued: February 2, 2018

Micki Callahan

Human Resources Director

Department of Human Resources

Recruitment ID Number: PBT- 0922-063082

PUC/PPC /415-554-1667


All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


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