Senior Utility Service Representative

Position Description

Come and join the City of Fresno in achieving our mission of Building a Better Fresno!

The Senior Utility Service Representative is the advanced working/lead level class in the Utility Service Representative series. Under general supervision, provides lead direction to field representatives assigned to servicing single and multi-family residential, commercial and industrial City water system users; and performs specialized field and public contact work.

Duties may include, but are not limited to, the following:
- Assists in developing and implementing policies and procedures regarding customer service activities.
- Provides general oversight and lead direction to Utility Service Representatives, including assigning, training, prioritizing and monitoring their workload.
- Maintains records of field staff productivity; prepares monthly productivity and water usage reports based on this information maintained on computer spreadsheets.
- Explains billing system to customers; answers customer complaints, including researching complex service questions or problems and follows up as required preparing correspondence, providing advice and counseling, as necessary.
- Conducts property inspections of residential and commercial water user facilities and equipment; verifies correct billing and inspection schedules.
- Conducts minor water meter repairs and other field training for staff.
- Coordinates and communicates with other divisions on common issues involved with providing utilities services.
- Answers customer inquiries explaining water system billing information and water regulations.
- Performs related duties as required.

Full job specification may be viewed at:
https://www.fresno.gov/wp-content/uploads/2023/05/JS-Senior-Utility-Service-Representative.pdf

The current vacancy exists in the Utilities, Billing and Collection Division of the Finance Department. Immediate and future vacancies will be filled from this eligible list for a period of three (3) months from the date the eligible list is created, with the option of extending that period for up to a maximum of two years at the City's discretion. If the examination process is suspended for this recruitment, the eligible list may be limited to three (3) months. Please note that future vacancies may have a different assignment and varied duties than listed above.

Pay,Benefits, & Work Schedule

BENEFITS: UNIT 3 Classification - The Fresno City Employees Association, Inc. (FCEA)

HEALTH INSURANCE: The City contributes toward monthly premiums for PPO medical, dental and vision for employee and dependents.
FLEXIBLE SPENDING ACCOUNT: IRS 125 Plan for health and dependent care expenses.
DEFERRED COMPENSATION: Voluntary 457 plan with Fidelity Investments to increase your retirement savings.
VACATION LEAVE: Accrue 8 - 14.66 hours per month based on years of service.
SICK LEAVE: Eight (8) hours per month, available after 90 days
SUPPLEMENTAL SICK- 40 hours per fiscal year. 80 hours lifetime maximum
HOLIDAYS: Ten (10) City-observed annual holidays plus birthday and two (2) personal days.
SHORT TERM DISABILITY: Provided through California SDI program.
BILINGUAL PREMIUM: PAY: $100 per month
HEALTH REIMBURSEMENT ARRANGEMENT: Eligible retirees can use remaining Sick Leave balance at 80% of hourly rate and other leave balances, if applicable, to reimburse medical insurance and qualified medical expenses, tax free.
RETIREMENT: City of Fresno Retirement Systems, one of the best funded public systems in the state. Reciprocity with other CA public agencies. Vested in Retirement benefits after 5 years of service. City employees do not participate in Social Security.
DROP (Deferred Retirement Option Program): an optional, voluntary program that allows an employee to deposit retirement benefits in a special savings account within the Retirement System while continuing to work for the City of Fresno for up to 10 years. Participation minimum is age 50 and vested. Benefits includes ownership of accumulated funds, compound interest earnings, and alternative distribution options.

Additional information regarding the City of Fresno benefits is available at
https://www.fresno.gov/personnel/human-resources-support/#tab-1

The Requirements

Applicants must meet the minimum qualifications on or before the posted filing deadline in order to qualify for the examination and does not assure a place on the eligibility list:

OPTION 1:

Two (2) years of experience as a Utility Service Representative II with the City of Fresno.

AND

Associate's Degree or sixty (60) units from an accredited college or university.

OPTION 2:

Four (4) years of experience involving direct public contact gained in a utility service and/or bill collection setting.

AND

Associate's Degree or sixty (60) units from an accredited college or university.

Two additional qualifying years of experience may be substituted for the required education.

If qualifying with education, applicants MUST ATTACH A COPY OF TRANSCRIPTS for education verification (instructions below on how to attach documents). Applications lacking the attachment may be rejected.

Additional Requirements

Possession of a valid California Driver's License will be required at time of appointment. Candidates considered for hire will be required to provide proof of a valid driver's license and current copy of their driving record.

Eligibles certified for consideration for this position will be required to successfully pass a Department interview and a Department of Justice fingerprint process prior to employment with the City of Fresno.

How To Apply

APPLICANTS MUST COMPLETE AN ON-LINE APPLICATION. PLEASE VISIT www.fresno.gov/jobs. TO APPLY. For information on how to complete an on-line application, please view "Instruction Guide" on the City's website, Personnel Services Career Opportunities page, or call (559) 621-6950 for assistance. Resumes will not be accepted in lieu of a completed employment application.

ALL CORRESPONDENCE regarding this recruitment and exam process will be sent via e-mail. All applicants will acknowledge such understanding when they complete their on-line application. Verify we have your correct e-mail address before you submit your application. It is an applicant's responsibility to check their email frequently to ensure they receive all pertinent communication from the Personnel Services Department on a timely basis. Applicants will receive an automatically generated confirmation e-mail upon a successful application submittal. The e-mail is the only proof of submittal.

It is an applicant's responsibility to check their email account and to ensure it is set up to accept emails from the City of Fresno. Dependent upon your settings, notices from the City of Fresno may be directed to the junk mail or spam folders. It is the applicant's responsibility to check these folders as well.

Applications must be submitted by midnight on the filing deadline or they will not be accepted for any reason. FOR THIS RECRUITMENT, IT IS RECOMMENDED THAT PERMANENT FRESNO CITY EMPLOYEES APPLY THROUGH PEOPLESOFT SELF SERVICE.

Selection Process

The examination process may consist of the following:

APPLICATION REVIEW - Qualifying Only: Applications which meet the minimum qualifications will be reviewed and a limited number of the MOST qualified candidates will be invited to the oral examination. Selection of the most qualified candidates will be based upon those applications demonstrating the greatest breadth and depth of applicable education, experience, skills, and training. Therefore, applicants are urged to submit sufficiently detailed information in their application materials for a proper evaluation.

Oral Examination - 100%: A panel of subject matter experts will conduct a job-related oral examination to evaluate a candidate which may include, but is not limited to, leadership, office technology, interpersonal relations, communication and other job-related items.

The oral exam is tentatively scheduled for the week of June 3rd, 2024.

Veteran Preference Regulations

Qualified veterans who pass the examination may obtain five (5) additional points.
Candidates applying for veteran's preference are required to submit a copy of their DD214 with their application during the specified filing period. Evidence must be presented to indicate that the candidate was discharged honorably from the military service. Veterans, including City employees, must resubmit proof of honorable service for every examination for which veteran's preference credit is requested.

Additional Information

HOW TO ATTACH DOCUMENTS TO OUR ONLINE APPLICATION:
1. Your document must first be scanned and saved to a computer or thumb drive (save as the "document name.")
2. Then go to www.fresno.gov/jobs > City of Fresno Jobs > Apply On-Line.
3. Enter the same Login Information (Username & Password) that is going to be used for the job you are applying to.
4. Under the section "My Career Tools" (located towards the top of the page), Select "Cover Letters & Attachments", and then "Add Attachments" towards the bottom.
5. For Attachment Type, choose the most appropriate option (i.e. "DIPLOMA/TRANSCRIPTS or DD214.")
*If you do not see an appropriate choice, you may use "Reference Attachments." Under Attachment Purpose, you can TYPE a description.
6. Then Select "Add Attachment" and hit the "Browse" button to locate your attachment.
7. Once you have selected your attachment, select "Open", hit "Upload" and then "Save & Return."
8. After you confirm your attachment has been uploaded, then proceed to fill out your online application.

Equal Opportunity Employer

The City of Fresno is an equal opportunity employer. Should you need a special accommodation due to a qualifying disability, please contact the Personnel Service Department at (559) 621-6950 in advance of the examination.

Closing Date/Time: 05/10/2024

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2600 Fresno Street, Fresno, California 93721 United States View Map