City of Tucson

Supervises and coordinates the equivalent of two or more fulltime employees and all assigned work in a unit ensuring timely and quality activities to respond to the needs of the City, community, department, and unit.

Ensures the work unit complies with the interpretation and application of department policies and procedures. Monitors and ensures all billing transactions comply with established policies and procedures. Performs quality control audits in order to insure accuracy of billing records.

Manages, coordinates, and determines priorities of work load, monitoring levels of resources, establishing time lines, assigning work, monitoring progress, recommending changes and suggestions, writing, reviewing and editing reports prepared by staff, and approving completed projects and reports.

Implements controls for appropriate unit staffing and effectiveness by participating in the recruitment and hiring of employees, making recommendations on employee discipline, and other human resources issues, evaluating and managing employee performance, discussing and identifying personnel issues and facilitating resolutions, promoting positive morale in the unit, ensuring staff is trained appropriately for maximum performance, and providing leadership and guidance.

Contributes to the needs of the community and City by implementing and causing others to implement the organization's values and strategies by leading through example, competency, and accountabilities.

Provides customer service by responding to information requests, conducting research, providing solutions to problems, and correcting errors.

Ensures that unit work conforms to local, state, and federal governmental regulations, and other applicable rules and requirements.

Records and processes agreements, reviews credit refunds, conducts system cleanups, processes tax exempt customers, researches and combines customer accounts, removes accounts, corrects billing problems, prepares and organizes presentations.

Minimum Education Level & Type: Associate's Degree

Minimum Experience Qualifications: At least 3 years call center experience involving heavy telephone contact, billing, and complaint resolution in a medium to large call center environment, one year of which involved quality control

FLSA Status: Non-Exempt

Occupational Group Code: 25

Occupation Group Description: Water

EEO Job Category Code: F

EEO Job Category Description: Office and Clerical

Organizational Level: First Level Supervisor

NCCI: 8810

Bargaining Unit: No Representation

The following information pertains to driving requirements for this classification with the City of Tucson. Under "Driving Level" None, Secondary or Primary, refers to the driving responsibility as it relates to the essential functions of the classification. License Type, is just that, the type of Arizona Driving License required for the classification. If the position requires a Commercial Drivers License (CDL), the endorsements will be listed under "Endorsements." Under Safety Sensitive a "Yes" means employees with this classification are subject to pre-employment and random drug testing. License Type A,B,C,D,or M may require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage. Exceptions to classification driving requirement's may exist based on position.

Driving Level: Secondary

License Type: Valid and Unrestricted D - Driver

CDL Endorsements: None

Safety Sensitive: No