1480 Utility Services Representative Supervisor

Recruitment #PBT-1480-109026

Introduction

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

 

Who are we?
San Francisco Public Utilities Commission (SFPUC)
Headquartered in San Francisco, we have 2,300 employees working in eight counties with a combined annual operating budget of over $1.4 billion.

 

Our Mission: To provide our customers with high quality, efficient, and reliable water, power, and wastewater services in a manner that values environmental and community interests and sustains the resources entrusted to our care.

 

Our Vision: We are an innovative utility leader, recognized for excellent results in service, safety, stewardship, and inclusiveness.

 

We are an award-winning and industry-leading utilities organization committed to our customers, community interests, and the environment. To learn more about our organization, please visit our website at https://www.sfpuc.org/

 

We are proud of our infrastructure and programs, but most importantly, we value our highly qualified and dedicated workforce which ensures that this vision becomes a reality. As you explore career opportunities with us, download our career guide and learn about what you can expect during the hiring process.

POSITION DESCRIPTION

The San Francisco Public Utilities Commission is seeking to fill vacant Utility Service Representative Supervisor positions and is looking for candidates with strong supervisor skills, able to meet goals and objectives of their operations, as well as provide excellent service to our customers.

Essential duties include but are not limited to:

  • Plans, assigns, supervises and is responsible for the work of subordinate personnel to assume conformance with existing policies, procedures; rules and regulations, evaluates the work performance of employees to ensure that performance standards are maintained; participates in the interviewing and selection of new employees and recommends to superiors the best qualified candidate      
  • Performs difficult clerical procedures and practices involving the exercise of individual judgment and knowledge of applicable laws, rules and regulations, rates and departmental procedures
  • Answers inquiries from the general public; answers departmental inquiries relating to the department’s activities; assists in resolving a wide variety of complaints  
  • Reviews daily activities and resolves day-to-day problems as they apply to division, activities and as encountered by subordinate personnel        
  • Researches, reviews, and makes recommendations concerning issues and actions affecting departmental programs and goals, and the computerized billing and collection system   
  • Oversees and is responsible for the preparation and maintenance of a wide, variety of records and reports including important statistical reports and records on Bureau’s and l Divisions’ activities and operations; collects, compiles and analyzes data required for a variety of billing needs and reports.   
  • Interacts with staff at all levels and representatives of other departments to consult, research, and advise on matters, including special projects delegated by the administrator.
Class 1480 Utility Service Representative Supervisor performs other related duties as required.

Equal Employment Opportunity:  The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.

Minimum Qualifications

Experience:
Two (2) years of journey level clerical experience in a customer service, billing or collection department of a utility, bank, department store, insurance company, or credit agency.

Substitution:
One (1) year (30 semester/45 quarter units) of major coursework in accounting, finance, computer science, banking, or business administration from an accredited college or university may substitute for one (1) year of qualifying experience.

Desirable Qualifications:

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

  • Intermediate or advance MS Word, Excel, and Outlook.                                          
  • Excellent oral communication and interpersonal skills.                                            
  • Ability to interpret applicable laws, rules, and regulations and apply problem solving techniques to achieve a solution.                                             
  • Ability to lift up to 25 pounds, as needed, for account files, map books, records.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted. All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included in the “Education” and “Training and Employment Record” sections of the City and County of San Francisco online application by the filing deadline. A resume does NOT substitute for this section of the City application and will not be considered in determining whether you meet the minimum qualifications.

Verification:

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.

 

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.

 

If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements

 

Verification of required work experience typically must be on the employer’s letterhead, and must include the applicant’s name, job title, description of job duties, dates of employment, hours per week, and signature of the employer, supervisor, or appropriate representative. 


Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules. CCSF employees will not receive credit for experience obtained outside of their classification unless recorded in accordance with the provisions of the Civil Service Rule 110.9.1/111A.11.2.

 

Experience claimed in self-employment will only be accepted if supported by documents verifying income, earnings, business license and experience comparable to minimum qualifications above. Copies of income tax papers or other documents listing occupation and total earnings must be submitted.

 

Verification of required valid licensure/certification typically must be a photocopy of the license/certificate including the name of the issuing agency as well as the name of the license/certificate holder, license/certificate number, and expiration date.

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

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice.  As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.

 

We communicate by email.

You may be contacted by email about this announcement and, therefore, it is your responsibility to ensure that your registered email address is accurate and kept up-to-date.  Also, you must ensure that email from CCSF is not blocked on your computer by a spam filter.  To prevent blocking, you should set up your 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, @famsf.org, @ccsf.edu. You will receive a confirmation email that your online application has been received in response to every announcement for which you apply.  You should retain the confirmation email for your records.  Failure to receive the email means that the online application was not submitted or received.

 

Word of advice:

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.

 

Have questions about the application process?

If you have any questions regarding this recruitment or application process, please contact the exam analyst, David Jung by email at DJung@sfwater.org. 

Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying): Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

NOTE: The examinations for this PBT-1480-109026 recruitment will be administered remotely.  These computer-administered exams can be taken at home. Candidates must have access to a computer and reliable internet connection to participate in these exams. Candidates will be scheduled for a specific time and date to complete the examinations. Candidates who meet the minimum qualifications will be invited to participate in the two exam components described below.

Utility Services Representative Examination (Weight 80%)

Candidates deemed qualified and admitted to the examination process will be administered a multiple-choice test designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to: ability to interpret applicable law, rules, and regulation and apply problem solving techniques to break down complicated problems to find a solution; ability to meet and work with the general public and City department officials in all situation with good judgment and professionalism; ability to create and file new files and records in accordance with office policies, knowledge of office and administrative procedures; ability to type, use computers with basic knowledge of Microsoft Excel, Outlook, and Word, knowledge of chat platforms; knowledge of, and ability to interpret City and County regulations, rules and rates for the billing of water and sewer services to consumers; ability to clearly and professionally write reports, procedure manuals, memos, and other correspondence; ability to express information, ideas or facts to individuals or groups effectively; makes clear and convincing oral presentations; listens to and empathizes with others who may have different perspectives; and attends to non-verbal cues and respond appropriately; ability to compute simple arithmetic and interpret statistics.

Utility Services Representative Supervisory Examination (Weight 20%)

Candidates deemed qualified and admitted to the examination process will be administered a written multiple-choice test designed to measure basic knowledge of various supervisory practices and procedures.

The Utility Services Representative Exam and the Utility Services Representative Supervisory Exam are standardized examinations and, therefore, test questions and answers are not available for public inspection or review.

Qualified candidates will be notified of the exact date and time of the examinations.

If you also apply and meet the minimum qualifications for the 1478 Utility Services Representative recruitment (CBT-1478-109881), you will only be scheduled once for the Utility Services Representative exam.

Requests for an alternate test date may be considered in limited circumstances and must be submitted to the analyst listed in this announcement within five (5) calendar days of the announcement of the test date.

A passing score must be achieved on both the Utility Services Representative Exam and the Utility Services Representative Supervisory Exam in order to continue in the selection process and be placed on the eligible list.

Candidates will be placed on the eligible list in rank order according to their final score. Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

The department may administer additional position-specific selection procedures to make final hiring decisions.

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

Eligible List/Score Report:
A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process 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.

The duration of the eligible list resulting from this examination process will be 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/score report 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 https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Count-by-Job-Codes.pdf.

Conviction History

As a selected candidate for a job, 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 are a selected candidate. 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 are a selected candidate, 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.

Conclusion

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.

Requests:
Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 
http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

Information regarding requests for Veterans Preference can be found at: 
http://sfdhr.org/information-about-hiring-process#veteranspreference

Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:

http://www.sfdhr.org/index.aspx?page=20#senioritycredit

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://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

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.

Exam Type: CPE 
Issued: June 1, 2021
Carol Isen
Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-1480-109026

Benefits

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.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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