1478 Utility Services Representative

Recruitment #TEX-1478-104528

Introduction

1478 Utility Services Representative

San Francisco Public Utilities Commission

Recruitment ID# TEX-1478-104528

APPOINTMENT TYPE: Temporary Exempt (TEX): The department is looking to fill four (4) vacancies. These positions are excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer. The duration of the appointment shall not exceed 36 months.

WHO ARE WE?
San Francisco Public Utilities Commission (SFPUC)

Headquartered in San Francisco, we have 2,300 employees working in seven counties with a combined annual operating budget of over $900 million.

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 www.sfwater.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.

About SFPUC's Customer Services Department:

The San Francisco Public Utilities Commission (SFPUC) Customer Services Bureau (CSB) is responsible for the billing and collection of utility services and is the primary point of contact for water and wastewater customers. CSB maintains over 175,000 water and wastewater service accounts, over 4,000 municipal and retail electric service accounts, and approximately 500 land-lease accounts totaling over one billion in annual revenue. The Bureau is also responsible for meter reading and field investigations, as well as responding to over 200,000 customer inquiries, complaints, and requests for services annually.

Project: CleanPowerSF Program

CleanPowerSF launched in 2016 with a mission to provide San Francisco residents and businesses with clean, renewable electricity at competitive rates. The program works in partnership with PG&E to deliver cleaner energy to customers. CleanPowerSF empowers San Francisco energy customers to reduce their carbon footprint while supporting local jobs, stable energy prices and new clean energy infrastructure. Following the largest and last enrollment period in April 2019, CleanPowerSF now serves about 379,000 customer accounts in San Francisco. With a 96 percent participation rate, the program is popular among businesses and residents. This position will provide billing and customer care services for the CleanPowerSF program.

Position Description:

Under general supervision, performs responsible and specialized journey-level clerical duties in the Customer Service Bureau and Power Enterprise of the San Francisco Public Utilities Commission (SFPUC), in connection with providing CleanPowerSF electricity generation service; and performs related duties as required.

Essential Duties:

  • Discuss CleanPowerSF electricity service accounts with consumers through calls, emails, and written correspondence to provide information about the CleanPowerSF program, respond to billing and collection related inquiries, process service changes as necessary, and maintain related records;
  • Maintain a proficient, up-to-date understanding of CleanPowerSF program details and billing/collection processes, and clearly and accurately communicate this information to customers;
  • Prepare and maintain records, reports and documents relative to the establishment, maintenance, billing, collection, and reporting of utility services for the CleanPowerSF program;
  • Utilize utility customer care and billing systems and various Microsoft software applications such as Word, Excel and Outlook;
  • Collect, compile, and analyze data required for a variety of billing needs and collection activities, for the CleanPowerSF program;
  • Respond to requests, complaints, and inquiries regarding enrolling in CleanPowerSF service, changing product and program selections, and opting out of CleanPowerSF service;
  • Take appropriate collection actions to collect delinquent revenues in accordance with the SFPUC policies and procedures;
  • Provide back up support to the billing, collection and customer care of Hetch Hetchy retail electric services as well as of the land leases and permits on as needed basis;
  • Perform 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

If you are interested in a job like this, we are looking for people that have the following:

Experience:
One (1) year of clerical experience in a customer service, billing or collection department of a utility, bank, department store, Insurance Company or credit agency.

Desired Qualifications: 
    • Organized and detailed oriented 
    • Excellent written and verbal communication skills 
    • Advanced computer skills 
    • Excellent attention to detail 
    • Strong customer service skills, diplomacy, and tact 
    • Analytical with information files 
    • Chinese language proficiency for one of the positions 
    • Spanish language proficiency for one of the positions

Applicants must meet the minimum qualifications and special condition 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 http://sfdhr.org/index.aspx?page=456.
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

Need help completing the application?

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.

We communicate by e-mail.

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, @famsf.org, @ccsf.edu).

Words of advice:

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.

Have questions about the application process?

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Linda Muir, by telephone at (415) 554-1659, or by email at LMuir@sfwater.org.

Selection Procedures

Minimum Qualifications Questionnaire (MQSQ - Qualifying)

Applicants will be prompted to complete a Supplemental Questionnaire as part of the online application process. All applicants must complete the Supplemental Questionnaire and it must be submitted with the application by the final filing deadline. The information provided on the Supplemental Questionnaire must be consistent with the information on the application and is subject to verification. Applicant responses to the Supplemental Questionnaire will be used to assist in determining if applicants meet the minimum qualifications for the position.

Only those candidates who most closely meet the needs of the Department will be invited to continue in the selection process. Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

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

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

Veteran’s Preference: Information regarding requests for Veterans Preference can be found at: https://sfdhr.org/veterans-preference

General Information concerning City and County of San Francisco Employment Policies and Procedures: http://www.sfdhr.org/index.aspx?page=20

Copies of Application Documents: http://www.sfdhr.org/index.aspx?page=20#copies

Right to Work: http://www.sfdhr.org/index.aspx?page=20#identification. All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.

Issued: February 24, 2020
Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID: TEX-1478-104528(#01145969/01145970/01145971/01145972)
PUC/LM (415) 554-1659

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.

 



Powered by JobAps