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Home My WebLink AboutAgenda Report - June 7, 2017 I-03CITY OF LODI COUNCIL COMMUNICATION TM AGENDA ITEM I-3 AGENDA TITLE: Adopt Resolution Approving the Classification, Job Description and Salary Range of the New Customer Service Supervisor and Deleting two Supervising Customer Service Representatives in the Internal Services Department MEETING DATE: June 7, 2017 SUBMITTED BY: Human Resources Manager RECOMMENDED ACTION: Adopt resolution approving the classification, job description and salary range of the new Customer Service Supervisor and deleting two Supervising Customer Service Representatives in the Internal Services Department. BACKGROUND INFORMATION: The Finance Division within Internal Services Department (ISD) is implementing strategic and operational changes to improve customer service and streamline processes; resulting in improved morale, productivity and customer satisfaction. As part of the strategic plan, the Finance Division is re -branding itself and is merging the Billing and Collections units into one unit called Customer Service. At the May 16, 2017 City Council Shirtsleeve Session, staff presented the re -branding concept along with various operational and procedural improvements that will be implemented in the near future. Staff also discuss cross -training of all Customer Service Representatives, which will result in streamlined processes and eliminate the need for customers to speak with multiple staff members. Staff proposes the creation of a new position of Customer Service Supervisor that will oversee the Customer Service Unit and the staff within the unit. The FY2016/17 budget includes an allocation of two Supervising Customer Service Representatives, of which one is vacant. This new position will have a higher level of authority and responsibility. Staff proposes that this position be an Exempt level position in the Lodi City Mid -Management Association (LCMMA) unit with a salary that is commensurate with the additional duties and responsibilities. This mid -management position also provides for career and salary advancement. After discussions with and concurrence from the Mid -Managers bargaining group, the proposed salary range for the Customer Service Supervisor is $57,335 to $69,691. If approved, Human Resources will conduct a promotional recruitment with the intent of filling the position with an internal candidate. FISCAL IMPACT: Annual savings of approximately $30,000 in the General Fund. FUNDING AVAILABLE: Funding available from the department's operating budget. Adele Post, Human Resources Manager l J/14r0•&r )a1),4— Andrew Keys, Deputy City Manager/Internal Services Director APPROVED: Stephen Schwabr, City Manager June 2017 CUSTOMER SERVICE SUPERVISOR Job descriptions are intended to present a broad and general range of duties which includes, purpose, responsibilities, and scope of work. Job descriptions are not intended to reflect all duties performed within the job. DEFINITION Under direction, supervise staff within the Customer Service Unit of the Financial Services Division; provides excellent customer service to internal and external customers pertaining to the billing and collection of City of Lodi utility (currently electric, water, sewer and garbage accounts), business licenses, and/or the receipts and accounting for City monies; resolves complex financial transacations; performs related work as assigned. SUPERVISION EXERCISED AND RECEIVED Exercises supervision over lower level staff. Receives supervision from higher level personnel. EXAMPLES OF DUTIES Duties may include, but are not limited to the following: Plans, organizes, directs, supervises, reviews and evaluates the work of assigned staff and participates in the customer service activities within the Customer Service Unit of the Financial Services Division including billing, cashiering and/or collection functions; Provides training and professional development of assigned staff; Implements programs, maintains efficiency in customer service operations; Resolves the most complex customer service issues and complaints; Processes, balances and audits bank deposits; makes necessary bank adjustments; Interpret and enforce FACT Act identiy theft guidelines and insure Federal Red Flag compliance rules are followed; Administers Experian program; Interprets consumer credit profile reports and determine further actions when fraud alerts are present; Ensures compliance with various rules, regulations, codes, state and federal laws pertaining to billing and collections; Coordinate Photovoltaic net (pseudo) & co -meter setup in CIS; Enters and retrieves data in an Enterprise Resource Plannning (ERP) system; Compiles a variety of narrative and quantitative reports and correspondence; FLSA Status: Exempt CLASS SPECIFICATION Customer Service Supervisor CITY OF LODI Page 2 of 3 Uses complex computer software to produce documents and data; Makes complex arithmetic or statistical calculations; Designs and prepares departmental forms and operational manuals; Prepares correspondence on procedural or informational matters; Provides information to the public or to City staff that requires the use of judgment and the interpretation of policies, rules or procedures; Performs other duties related to the operation of the department and the city, including additional duties that enable the department and City to meet the diverse needs of its community. TYPICAL QUALIFICATIONS Knowledge of: Best methods, practices and techniques for customer service Principles and practices of effective supervision; Customer billing and collection techniques; Administrative principles, practices and methods, including goal setting, program and budget development, work planning and organization; Current trends, technologies and regulations in the area of utility customer service; Utility rate structures and schedules; Cash handling and billing internal controls; Department policies and procedures pertaining to utility billing and collections; Customer service information systems. Ability to: Plan, organize direct, supervise, review and evaluate the work of assigned staff; Research and implement programs to maintain efficiency in the functional operations of billing, cashiering and/or collection; Communicate effectively, both orally and in writing; Develop recordkeeping systems and forms; Develop logical, concise and clear reports and correspondence; CLASS SPECIFICATION Customer Service Supervisor CITY OF LODI Page 3 of 3 Perform routine mathematical computations; Perform clerical procedures; Use computer word processing, database and spreadsheet software; Evaluate alternative solutions and present recommendations; Interact with the public effectively and courteously; Establish and maintain cooperative and effective relationships with those contacted during the course of work; Explain policies and utility rates to customers; Exercise independent judgment within general policy guidelines. EDUCATION AND EXPERIENCE Any combination of experience and education that would provide the required knowledge and ability is qualifyng. A typical combination is: Education: College courses in Accounting, Business Administration, or a closely related field. Bachelor's degree preferred. Experience: 4 years of experience performing a variety of advanced utility billing customer service work, including one year of lead or supervisory experience. WORKING CONDITIONS Environmental Conditions: Office environment Physical Conditions: Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, bending and stooping for prolonged periods of time; using various office equipment including a computer screen and keyboard and lifting up to 30 pounds. *FLSA Status: EXEMPT RESOLUTION NO. 2017-111 A RESOLUTION OF THE LODI CITY COUNCIL APPROVING THE CLASSIFICATION, JOB DESCRIPTION AND SALARY RANGE OF THE NEW CUSTOMER SERVICE SUPERVISOR AND DELETING TWO SUPERVISING CUSTOMER SERVICE REPRESENTATIVE POSITIONS WITHIN THE INTERNAL SERVICES DEPARTMENT NOW, THEREFORE, BE IT RESOLVED that the Lodi City Council does hereby approve the classification for the position of Customer Service Supervisor attached hereto as Exhibit A; and BE IT FURTHER RESOLVED that the salary range for Customer Service Supervisor is hereby approved and shall be as follows: Classification Step 0 Step 1 1 Step 2 Step 3 Customer Service Supervisor $57,335.14 $60.201.96 Step 4 1. $63,212.05 $66,372.76 $69.691.24 1 BE IT FURTHER RESOLVED that the Lodi City Council does hereby approve adding one Customer Service Supervisor and deleting two Supervising Customer Service Representative positions. Dated: June 7, 2017 I hereby certify that Resolution No. 2017-111 was passed and adopted by the Lodi City Council in a regular meeting held June 7, 2017 by the following vote: AYES: COUNCIL MEMBERS — Chandler, Johnson, Mounce, Nakanishi, and Mayor Kuehne NOES: COUNCIL MEMBERS — None ABSENT: COUNCIL MEMBERS — None ABSTAIN: COUNCIL MEMBERS — None 2017-111 m NNIFE {Is` . FERRAIOLO City Clerk June 2017 CUSTOMER SERVICE SUPERVISOR Job descriptions are intended to present a broad and general range of duties which includes, purpose, responsibilities, and scope of work. Job descriptions are not intended to reflect all duties performed within the job. DEFINITION Under direction, supervise staff within the Customer Service Unit of the Financial Services Division; provides excellent customer service to internal and external customers pertaining to the billing and collection of City of Lodi utility (currently electric, water, sewer and garbage accounts), business licenses, and/or the receipts and accounting for City monies; resolves complex financial transacations; performs related work as assigned. SUPERVISION EXERCISED AND RECEIVED Exercises supervision over lower level staff. Receives supervision from higher level personnel. EXAMPLES OF DUTIES Duties may include, but are not limited to the following: Plans, organizes, directs, supervises, reviews and evaluates the work of assigned staff and participates in the customer service activities within the Customer Service Unit of the Financial Services Division including billing, cashiering and/or collection functions; Provides training and professional development of assigned staff; Implements programs, maintains efficiency in customer service operations; Resolves the most complex customer service issues and complaints; Processes, balances and audits bank deposits; makes necessary bank adjustments; Interpret and enforce FACT Act identiy theft guidelines and insure Federal Red Flag compliance rules are followed; Administers Experian program; Interprets consumer credit profile reports and determine further actions when fraud alerts are present; Ensures compliance with various rules, regulations, codes, state and federal laws pertaining to billing and collections; Coordinate Photovoltaic net (pseudo) & co -meter setup in CIS; Enters and retrieves data in an Enterprise Resource Plannning (ERP) system; Compiles a variety of narrative and quantitative reports and correspondence; FLSA Status: Exempt CLASS SPECIFICATION Customer Service Supervisor CITY OF LODI Page 2 of 3 Uses complex computer software to produce documents and data; Makes complex arithmetic or statistical calculations; Designs and prepares departmental forms and operational manuals; Prepares correspondence on procedural or informational matters; Provides information to the public or to City staff that requires the use of judgment and the interpretation of policies, rules or procedures; Performs other duties related to the operation of the department and the city, including additional duties that enable the department and City to meet the diverse needs of its community. TYPICAL QUALIFICATIONS Knowledge of: Best methods, practices and techniques for customer service Principles and practices of effective supervision; Customer billing and collection techniques; Administrative principles, practices and methods, including goal setting, program and budget development, work planning and organization; Current trends, technologies and regulations in the area of utility customer service; Utility rate structures and schedules; Cash handling and billing internal controls; Department policies and procedures pertaining to utility billing and collections; Customer service information systems. Ability to: Plan, organize direct, supervise, review and evaluate the work of assigned staff; Research and implement programs to maintain efficiency in the functional operations of billing, cashiering and/or collection; Communicate effectively, both orally and in writing; Develop recordkeeping systems and forms; Develop logical, concise and clear reports and correspondence; CLASS SPECIFICATION Customer Service Supervisor CITY OF LODI Page 3 of 3 Perform routine mathematical computations; Perform clerical procedures; Use computer word processing, database and spreadsheet software; Evaluate alternative solutions and present recommendations; Interact with the public effectively and courteously; Establish and maintain cooperative and effective relationships with those contacted during the course of work; Explain policies and utility rates to customers; Exercise independent judgment within general policy guidelines. EDUCATION AND EXPERIENCE Any combination of experience and education that would provide the required knowledge and ability is qualifyng. A typical combination is: Education: College courses in Accounting, Business Administration, or a closely related field. Bachelor's degree preferred. Experience: 4 years of experience performing a variety of advanced utility billing customer service work, including one year of lead or supervisory experience. WORKING CONDITIONS Environmental Conditions: Office environment Physical Conditions: Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, bending and stooping for prolonged periods of time; using various office equipment including a computer screen and keyboard and lifting up to 30 pounds. *FLSA Status: EXEMPT