• Job Description

  Req#: 4293296
  Under the general direction of the Customer Support Division (CSD) Deputy Director and the Customer Engagement Center Program Manager, the Customer Engagement Program Coordinator supports and manages the delivery of customer service to over 280,000 water and sewer customers by approximately 70 CSD customer service classified staff.
  
  There's no such thing as a "perfect" candidate. The City is looking for exceptional people who want to make a positive impact through their work, will serve their community proudly, and be excited to come to work every day. Education and experience studies have shown that people are less likely to apply for jobs unless they believe they can perform every task listed in the job description. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications and we encourage you to apply if you are interested.
  
  Key Areas of Responsibility:
  • Supporting, managing, training and professionally developing CSD contact center supervisors.
  • Completing system audits and analyses, monitoring and analyzing system and team performance, identifying and resolving problems, preparing and completing action plans, and managing system and process improvement and quality assurance programs.
  • Implementing policies and procedures to ensure staff have the training and tools to provide first contact resolution for customer inquiries.
  • Managing all aspects of personnel, including but not limited to performance evaluations, personnel records, timekeeping and leave requests.
  • Setting customer service goals and ensuring goals are met.
  • Coordinating final user testing and acceptance of a new contact center software solution, and future enhancements.
  • Performing other duties as assigned.
  Minimum Qualifications:
  • Bachelor's degree in business administration, communications, finance, public administration, management, program management, or a closely related field, and
  • Five (5) years of progressively responsible professional and managerial experience in the public and/or private sector that demonstrates ability and understanding of team development, change management, data analysis, clear communication and all aspects of personnel management.
  • Any combination of education and experience that demonstrates these qualifications may be qualifying.
  Desirable Qualifications:
  The ideal candidate will possess the following qualifications:
  • Active and genuine commitment to managing diversity in the workplace and encouraging high performing teams.
  • Demonstrated ability successfully supervising team members including development of expectations and ongoing accountability and feedback.
  • Demonstrated experience in managing personnel processes, including performance evaluations, timekeeping, employee recognition and employee accountability.
  • Advanced education and/or experience in public sector management, contact centers, SAP, customer support, customer billing or a similar field.
  • Excellent written and verbal communication skills and the ability to communicate complex and information in a simple, clear and straightforward manner.
  • Excellent problem-solving skills, with the ability to proactively identify and support creative and viable business solutions.
  • Ability to provide clear, consistent and constant communication regarding expectations.
  • Ability to motivate, empower and build trust with a diverse workforce.
  • Commitment to public service, fiscal responsibility, and innovation in government.
  • Experience in a customer support and/or customer contact center environment.
  • Energetic and motivated with the ability and desire to take initiative.
  • Ability to comprehend technical details and understand how they relate to and impact overall goals.
  • Ability to work both independently and as part of a team in a fast-paced, high-pressure environment with tight time constraints.
  • Highly ethical and objective, with the ability to navigate in a political environment without being political.
  • Interest in municipal activities and services and how they impact the community.
  • Anticipate the impacts of decision-making on the division, department and the City.
  Benefits:
  The City offers a robust benefits package that includes:
  • Defined retirement plan, including pension reciprocity, dependent on an employee’s eligibility status (new hire, rehire, etc.).
  • A wide variety of cafeteria-style health and wellness plans or in-lieu cash waiver.
  • 11 paid City holidays per calendar year and 1 floating holiday per fiscal year.
  • Approximately 176 hours of paid annual leave for an employee’s first 15 years of service, and approximately 216 hours for 16+ years of service.
  • Up to 24 hours of paid discretionary leave per fiscal year.
  • Up to 320 hours of paid Parental Leave per childbirth or placement of a child.
  • Up to 40 hours of paid Bereavement Leave per fiscal year.
  • Tuition reimbursement up to $2,000 per fiscal year, and complimentary LinkedIn Learning professional development opportunities.
  • Free transit pass (including MTS Trolley, MTS Bus, and all Rapid and Rapid Express bus services).
  • Reduced-rate fitness center memberships.
  • City-paid life insurance.
  For additional details, please review the Benefits Summary for Unclassified Employees (Download PDF reader) or contact the Benefits Division of the Risk Management Department at (619) 236-5924.
  
  The Department:
  The Public Utilities Department (PUD) is comprised of four branches that are primarily funded by the Water Enterprise Fund and the Sewer Enterprise Funds: the Water Recovery Branch, the Water Delivery Branch, Business Support Branch, and the Pure Water and Technical Support Branch. The Department is committed to the following in its management of Water and Wastewater services:
  
  
  • Quality: We surpass quality and safety standards.
  • Value: We operate and invest wisely.
  • Reliability: We consistently provide dependable services.
  • Customer Service: We are responsive, professional and courteous.
  The Public Utilities Director is responsible for setting the overall direction for the department and providing high level guidance on day-to-day activities. The External Affairs and Water Policy group reports directly to the Director. All other activities of the department report directly to the Executive Assistant Director, who is responsible for operations of the department on a daily basis. Day-to-day operational responsibility for PUD rests with the Assistant Directors of each branch, who report to the Executive Assistant Director. The Public Utilities’ management team is further comprised of Deputy Directors, who report to the Assistant Directors and head each of the major divisions within each branch. PUD currently has a staff allocation of approximately 1,900 and a Fiscal Year 2024 budget of $1.9 billion.
  
  The water system serves the City and certain surrounding areas, including retail, wholesale and reclaimed water customers. The water system's service area covers 403 miles, including 342 miles in the City, and has approximately 1.3 million retail customers. This water system can treat up to 378 million gallons of drinking water per day and includes: 49 pump stations; 3 water treatment plants; over 3,400 miles of pipeline; more than 320,000 service connections; and 135 separate pressure zones.
  
  The wastewater system consists of two sub-systems: the Municipal Sub-System and the Metropolitan Sub-System. The Municipal system is a sewage collection and conveyance system for the City's residents, and the Metropolitan system treats and disposes of the wastewater generated by the City and 12 other cities and districts near the city. The Metropolitan system has sufficient capacity to accommodate a regional population in excess of 2.5 million. The entire wastewater system covers approximately 450 square miles and a population of over 2.2 million. The system can treat up to 255 million gallons of wastewater per day and includes: 79 pump stations; 3 wastewater treatment plants; a bio-solid processing plant; 2 ocean outfalls; and more than 3,000 miles of pipeline.
  
  The City is implementing a large-scale potable reuse project called Pure Water San Diego that uses proven water purification technology to produce a safe, sustainable, and high quality water supply for San Diego. The Program is a cost-effective investment that will provide a reliable, locally controlled and drought-proof drinking water supply. An initial 30 million gallon per day water purification facility is planned to be operational as early as 2021. The long-term goal, producing 83 million gallons of purified water per day (one-third of San Diego's future drinking water supply), is planned to be reached in 2035.
  
  The City:
  With more than 1.4 million residents, the City of San Diego is the eighth largest city in the United States and the second largest in California. The City of San Diego’s strong economy, diverse population, great educational institutions, unsurpassed quality of life, and world-renowned location make it the ideal place to work, live, and play. With its great weather, miles of sandy beaches, and major attractions, San Diego has something to offer for everyone.
  
  The City’s Mission, as stated in the Strategic Plan is “Every day we serve our communities to make San Diego not just a fine city, but a great City.” The City’s Vision is "Opportunity in every neighborhood, excellent service for every San Diegan".
  
  As one of the region’s largest employers, the City of San Diego employs nearly 11,000 highly dedicated employees and has a combined Fiscal Year 2024 operating and capital budget of approximately $5 billion. Additional information about the City of San Diego can be found on the City’s website.
  
  Pre-Employment Requirements and Screening Process:
  Employment offers are conditional, pending the results of all screening processes applicable to the position. All the processes required by the City of San Diego must be successfully completed before employment begins. Please refer to the City’s pre-employment requirements and screening process webpage for additional information. Nothing in this job posting constitutes or should be construed as part of an express or implied contract for employment with the City of San Diego.
  
  Application Instructions: Kindly adhere to the instructions provided in the "Selection/Application Process" section below, we regret to inform you that online applications will not be considered.
  
  Selection/Application Process:
  To be considered for this position, you must submit the following items to the Human Resources Department at: HumanResources@sandiego.gov
  1) Resume;
  2) Letter of Interest, highlighting your relevant work experience and qualifications for this position; and
  3) List of three professional references.
  
  NOTE(S):
  1. Attachments must be submitted in either PDF or Word Document format.
  2. Reference Recruitment Number U2400 in the Subject Line.
  3. Candidates are encouraged to apply promptly as interviews and selection may begin upon receipt of resumes from qualified individuals.
  Following the closing date, resumes will be screened according to the qualifications outlined above and the most qualified candidates will be invited to interview. If you have any questions, please email the City’s Human Resources Department at HumanResources@sandiego.gov.
  
  The City of San Diego has an active Equal Opportunity/ADA Program for employment and vigorously supports diversity in the workplace.

• About the company

  San Diego is a city in the US state of California on the coast of the Pacific Ocean and immediately adjacent to the Mexican border.

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