Water Administration - Assistant Director Of Water Utilities

GENERAL DESCRIPTION

In support of the Director of Water Utilities, this position oversees the business and customer service functions within the Water Utilities Department, including Utility Billing, Customer Service, and related business operations. This position is a key member of the administrative and management team, tasked with continually improving the primary functions and services of the Water Utilities Department.

SUPERVISION EXERCISED

Exercises direct supervision over management, professional, and clerical staff.

IMPORTANT AND ESSENTIAL DUTIES

Direct operational procedures and practices for Utility Billing and Customer Service functions.

Develop and implement strategies to enhance customer satisfaction and service efficiency.

Establish performance standards and goals for the Utility Billing contact center and monitor progress towards achieving these objectives.

Implement a performance management system to track and report on key performance indicators (KPIs) for the Utility Billing division.

Provide coaching and development opportunities to staff to enhance their skills and performance.

Lead change management initiatives to enhance operational effectiveness and improve the Utility Billing division.

Foster a culture of continuous improvement, implementing best practices and innovative solutions.

Review and update policies to ensure compliance with Federal and State regulations.

Assist in the development and management of the operating budget for business functions within the Water Utilities Department.

Oversee contracts related to customer service and business operations.

Provide leadership and direction to ensure high performance and employee engagement.

Continuously evaluate and improve business operations to meet customer needs and organizational goals.

Operate a City vehicle daily to travel to various water treatment plants, pump stations, storage tanks, lakes, and vendors.

Consistently demonstrates leadership qualities and cultivates leadership qualities in divisional staff members.

OTHER JOB RELATED DUTIES

Perform other job related duties and responsibilities as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Principles and practices of municipal management, specifically in water utilities and customer service.

Customer service excellence and business operations within a utility setting, especially call center operations.

Tyler Technologies Enterprise ERP and Aclara software.

Laws and regulations related to the utility industry.

Financial management, budgeting, and cost control.

Word processing and spreadsheet software .

Safe driving principles and practices.

Skill to:

Manage and supervise activities of personnel involved in business and customer service operations.

Communicate effectively with a wide variety of people, both orally and in writing.

Develop and implement policies and procedures to enhance operational efficiency.

Operate office equipment, including computer equipment.

Operate a motor vehicle safely.

Ability to:

Communicate clearly and concisely with a wide variety of people, including media, both orally and in writing.

Review and direct Divisional procedures and practices regarding manpower usage, scheduling, equipment purchases, and facility repair/replacement schedules.

Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.

Follow and embrace the City of Abilene Core Values - Respect, Integrity, Service Above Self, and Excellence in All We Do.

Lead, manage, and perform as a team member in a manner that accomplishes the Division's mission and treats team members with dignity, courtesy, and respect.

Experience and Training Guidelines:

For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:

Experience:

Six (6) years of broad experience in management, customer service, utility billing/call center management, and/or business operations in the utility field is preferred.

Education/Training:

A Bachelor's degree from an accredited college or university is required with major course work in business administration, public administration, or a related field is required.

License or Certificate:

A valid Texas driver's license or the ability to obtain one within ninety (90) days of employment, or a military waiver is required.

Special Requirements:

Essential duties require the following physical skills and work environment:

With or without accommodation, the "X" indicates the overall strength demand of the position during a typical workday:

___ Sedentary - lifting of no more than 10 pounds

X Light - lifting no more than 20 pounds; carrying up to 10 pounds

___ Medium - lifting no more than 50 pounds; carrying up to 25 pounds

___ Heavy - lifting no more than 100 pounds; carrying up to 50 pounds

___ Very Heavy - team lifting over 100 pounds; carrying more than 50 pounds

Physical Demand Codes: The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:

Codes for how often:

N = No

E = Extensive (100 - 70% of the time)

M = Moderate (60 - 30% of the time)

I = Infrequent (20 - 10% of the time)

A = Almost Never (<10% of the time)

Code / Task

M Standing

M Sitting

M Walking

A Lifting

M Carrying

I Pushing/Pulling

A Overhead Work

M Fine Dexterity

A Kneeling

A Crouching

A Crawling

I Bending

I_ Twisting

I_ Climbing

I_ Balancing

E Vision

E Hearing

M Talking

___ Other: _____________________

Other details

• Pay Type Salary

• Min Hiring Rate $114,325.62

• Max Hiring Rate $142,907.00

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• Water Administration, 209 E. Hwy 80, Abilene, Texas, United States of America