City of Tampa

This is highly responsible administrative, technical, and professional work in managing the city’s consumer services division.

Under administrative direction, an employee in this class is responsible for leading and managing the Consumer Services Division of the Water Department. Work is of unusual difficulty and involves the application of extensive initiative and independent judgement in directing and supervising the continuous operations of the utilities call center, meter reading, billing, and collections, as well as establishing service levels; recommending staff levels and expertise of staff. Additionally, the employee will oversee software and other technology projects from the user department perspective in order to ensure sound methods and improvements are being made and all utility customers are receiving excellent services. Work is reviewed through conferences, reports submitted, and results achieved. Appointed position; employee serves at the pleasure of the Mayor.

Maintains focus and performance by providing leadership to the management team and division; coaches and motivates other team members and supervisors; facilitates group; identifies problems in early stages; makes timely decisions; evaluates performance of the division; monitors and demonstrates continuous improvement.

Plans, develops, coordinates, and directs the efficient performance of the utilities call center as well as ensuring that all utility meters are read correctly and utility bills are audited and mailed out monthly on a timely basis. Additionally, ensures that requests for service turn ons, turn offs, and account transfers are processed correctly, customer billing inquiries are responded to in a timely manner, and the proper collection of delinquent accounts.

Ensures effective two-way communication throughout the organization; communicates with City administration, serves as intergovernmental and intradepartmental liaison.

Confers with multiple departments regarding utility matters including allocation of revenues to appropriate funds.

Performs strategic planning, provides input into and manages the division budget, reviews personnel actions.

Demonstrates cultural improvement through an annual cultural assessment; performs biannual review with supervisors; schedules face to face meetings with all personnel.

Areas of Accountabilities: demonstrates cultural improvement through annual cultural assessment; bi-annual review with team leaders; number of face-to-face meetings with all personnel; timelines of decisions; monitors and demonstrates continuous improvement; identifies problems in early stages; demonstrates and monitors compliance of service level agreements.

Performs related work as required.

Knowledge of: building and directing teams; regulatory requirements; cost/benefit analysis; the organization; budgeting; performance management.

Ability to: motivate; maintain external focus.

Skill in: communication; facilitation; problem solving; decision making; interpersonal relations; coaching; delegation; managing diversity; conflict resolution; computers.

Personal Characteristics: approachability; compassion, composure; decisiveness; ethics and values.

Graduation from an accredited college or university with a bachelors, preferably a master’s degree in business or public administration and (5) five years of progressively responsible experience in utility customer services, utility accounting, utility customer experience, with (3) three years of utility client relations at a managerial or senior supervisory level.

Possession of a valid Florida driver’s license required.

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.