Reporting to the Deputy Director-Finance, Revenue Operations Supervisors supervise the operations or collections activities of the Revenue Division, including billing various fees and rates for the water and wastewater utilities and other miscellaneous receivables; providing customer service; and maintaining customer files and accounts.
The ideal candidate will have extensive experience in customer service, utility billing and/or maintenance of accounts, and staff supervision and training demonstrate a track record of success in working with customers to resolve the most complex and difficult customer issues possess excellent time management and organization skills, excellent oral communication skills, effective professional written communication skills, and effective and creative problem solving abilities exercise sound judgment in planning and organizing work, and formulating important policy and procedural recommendations with far-reaching consequences provide effective leadership, change management, and mentorship to employees
Benefits of City Employment
In addition to offering an excellent salary, the City of Santa Rosa provides a generous benefits package, including retirement through CalPERS, a competitive leave package, a choice of three health plans, flexible spending program, employer contributions to Retiree Health Savings plan, and top of the line, employer paid vision and dental coverage.
Note: Please complete a thoughtful, thorough application and answers to supplemental questions. As part of the selection process, your responses to these questions will be scored using criteria specific to this position and used to determine whether you will move forward to the next steps.
Examples of Duties and Responsibilities
- Plan, assign, direct and review the work of subordinates
- Supervise staff involved with billing of utility customers, business taxes, utility user taxes, cannabis taxes, various special permits and fees, and other miscellaneous receivables
- Develop policies and procedures regarding customer service activities and assist in their implementation
- Answer difficult customer inquiries, research complex service questions or problems and follow up as required
- Prepare correspondence and periodic or special reports
- Maintain customer records and files
- Assist in the investigation of businesses in order to determine compliance with City Tax ordinances
- Prepare reports on violation of code provisions
- Interpret rules, regulations, and City ordinances relating to utility charges, taxes, licenses and permits to subordinates and the public
- Develop and revise policies and procedures related to the Operations or Collections Sections
- Train and evaluate assigned staff
- Develop and modify various computer applications related to operations or collections activities
- Perform related duties as assigned.
- Knowledge of: Principles and practices of effective supervision; practices and procedures related to the accounting for cash receipts and the maintenance of customer accounts; basic business data processing principles as applied to billing and record keeping; State, County and local tax ordinances and statutes; general characteristics of a wide variety of businesses requiring business licenses; general procedures, principles, processes, and terminology related to accounting and auditing.
- Ability to: Assign, direct, review and evaluate the work of subordinate staff; select, train and discipline assigned staff; prepare well written procedures, policies and assorted documents; analyze and resolve difficult service problems; work independently and make sound judgments; maintain accurate financial records; interpret ordinances and codes; deal tactfully and effectively with members of the public, other City employees, and other agency officials in groups and individually in person or on the telephone; learn the geography of the City, and acquire a thorough knowledge of the business community; explain business license regulations; prepare a variety of statistical reports and maintain financial records; prepare and recommend a variety of procedures, policies, and ordinances related to operations; instruct others in a classroom setting; learn job-related material primarily through oral instruction and observation; enter data or information into a terminal or personal computer; understand and carry out oral and written instructions.
- Experience and Education: Any combination equivalent to experience and education that would likely provide the required knowledge and abilities would be qualifying. A typical way to obtain the knowledge and abilities would be: Experience - Sufficient years of experience in complex public contact work involving customer service, billing and/or maintenance of accounts in a related setting. Experience with supervision and directly-related experience within a public sector agency are highly desirable. Education - Equivalent to a Bachelor's degree from an accredited college or university with major work in accounting, business or public administration, social sciences or a closely related field. Experience supervising utility billing or accounts receivable may substitute for the education requirement.
Applications and responses to supplemental questionnaires will be carefully reviewed for minimum qualifications. The next step in the process is expected to consist of an evaluation of training and experience based on the applications and supplemental questionnaires to determine placement on an eligible list. Top candidates from the list will be referred to the hiring department for their final selection process, anticipated to include a structured interview and writing project.
In compliance with the Sonoma County Health Officer’s Order and Recommendation, and to protect our employees and the public we serve, the Santa Rosa City Council has adopted a vaccination and testing policy to help mitigate transmission of COVID-19. All City employees must have documented proof of full COVID-19 vaccination on file or consent to weekly COVID-19 testing.