Utility Services Representative Supervisor - CSB - SFPUC (1480) (157377)

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

• Application Opening: 06/26/2025
• Filing Deadline: 07/03/2025
• Recruitment ID: PBT-1480-157377 (RTF0157376-01099232)

San Francisco is a vibrant and dynamic city, on the forefront of economic growth & innovation, urban development, arts & entertainment, as well as social issues & change. This rich tapestry of culture and ideas is sustained by our City's commitment to heighten the quality of life for the diverse population of San Franciscans and residents of the greater Bay Area. Our employees play an important role not only in making our City what it is today, but also in shaping the future of San Francisco.

WHO ARE WE?
We are the San Francisco Public Utilities Commission (SFPUC).  Headquartered in San Francisco, we have 2,300 employees operating across eight counties serving more than 2.7 million customers in the San Francisco Bay Area – 24 hours per day, 365 days per year.

The SFPUC's 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.

The Water Quality Division (WQD) of the SFPUC is responsible for ensuring that the drinking water delivered by the SFPUC meets or exceeds federal and state water quality standards for health.  Within WQD, the Cross-Connection Control Program seeks to prevent contamination or pollution of the City's drinking water distribution system by eliminating backflow from customer premises.

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. To learn more about working at the SFPUC, visit our career site at https://www.sfpuc.org/about-us/careers-sfpuc

Job Opportunities:  Successful candidates may apply for positions at the Customer Services Bureau (CSB) and other divisions, such as Water Quality, Water Conservation, and City Distribution.

Under general direction, is responsible for supervising the activities of subordinate Utility Services personnel engaged in various and important work in the maintenance of consumer services fiscal records and related activities at the Customer Service Bureau and other divisions such as Water Conservation, City Distribution, and Water Quality Division of the San Francisco Public Utilities Commission (SFPUC), in connection with establishing consumers' credit, current accounts, closed accounts, billing and collections. This is the first-level supervisor in the Utility Services Representative series.

The essential job functions include, but are not limited to, the following:

• Plans, assigns, supervises and is responsible for the work of subordinate personnel to assume conformance with existing policies, procedures; rules and regulations, rates and their proper interpretation as they apply to consumers' accounts; evaluates the work performance of employees and/or reviews the evaluations made by subordinate supervisory personnel to ensure that performance standards are maintained; participates in the interviewing and selection of new employees and recommends to superiors the best qualified candidate(s).
• 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 Divisions' activities and operations; collects, compiles, and analyzes data required for a variety of billing needs and reports.
• 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 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.
• Instructs new personnel in office activities and. procedures; supervises in-service, training for assigned activities.
• Researches, reviews, and makes recommendations concerning issues and actions affecting departmental programs and goals, and the computerized billing and collection system.
• Interfaces with staff at all levels and representatives of other departments to consult, research, and advise on matters, including special projects delegated by the administrator.

The 1480 Utility Services Representative Supervisor will perform other duties as assigned.

Nature of Work: The nature of work may require the ability to lift objects weighing up to 45 pounds and to operate a 2-way radio to maintain communications with field personnel.

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.

One year of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week.) Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.

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

Verification:

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

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.

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.

Selection Procedures:

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Multiple Choice Examination: (Weight: 100%)

Candidates who meet minimum qualifications will be invited via a separate link to register for a Multiple Choice Examination. The purpose of the Multiple Choice Examination is to evaluate the experience, knowledge, skills and abilities that candidates possess in job-related areas, which have been identified as critical for this position and include, but are not limited to: ability to interpret applicable law, rules, and regulations 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 situations 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 responds appropriately; ability to compute simple arithmetic and interpret statistics; and supervisory skills.  This examination is a standardized examination, and therefore, test questions and answers are not available for public inspection or review.

A passing score must be achieved on the Multiple Choice Examination 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.

NOTE:  Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

Certification: The certification rule for the eligible list resulting from this examination will be Rule of Ten (10). 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 of 6 months and may be extended with the approval of the Human Resources Director.

Terms of Announcement and Appeal Rights:

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. [Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ .]

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.

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Seniority Credit in Promotional Exams 
• Right to Work
• Copies of Application Documents
• Diversity Statement

Applicants will receive a confirmation email from [email protected] 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.

HOW TO APPLY

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “Apply Now” button and follow instructions on the screen

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and updated. 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, @smartalerts.info, and @smartrecruiters.com).

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.

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst Linda Muir at [email protected]

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.