City of Seattle, WA

Position Description

Seattle Public Utilities (SPU) is seeking a Utility Service Representative Supervisor (Utility Account Representative Supervisor II) for the People, Culture, and Community Branch. This position plays a crucial role in SPU's responsiveness and delivery of direct customer and utility services. The Utility Service Representative Supervisor will provide leadership and management for the Utility Accounts Services Unit, overseeing a team of 12 full-time Utility Service Representatives. The supervisor will be responsible for addressing complex customer and program issues across all areas of utility business, including resolving customer issues, managing delinquencies, reviewing policies, conducting research and analysis, and overseeing infrastructure and data collection. Effectively resolving customer billing and policy issues is vital to advancing our mission of providing efficient and forward-thinking utility services.

About Seattle Public Utilities (SPU): Seattle Public Utilities (SPU) is a Community Centered Utility whose mission is to foster healthy people, environment, and economy by partnering with our community to equitably manage water and waste resources for today and future generations. We deliver high quality, vital services, across four major lines of business: providing water, solid waste, drainage and wastewater services for Seattle residents and businesses. In addition, SPU provides drinking water for 1.5 million regional customers in Seattle and other municipalities. Our customers depend on us to deliver high quality, reliable, and cost-conscious utility services and to achieve the highest benefits possible for every investment we make.

For more information about Seattle Public Utilities (SPU), please visit:

• SPU Website
• SPU Workplace Expectations (Download PDF reader) (Download PDF reader)
• Strategic Business Plan

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring, and promotional opportunities.

Why join us?

We know work isn't only about what you do it’s also about who you work for and with! SPU provides a fun and family-friendly work environment that supports a work life balance, including:

• Family-friendly and multicultural work environment
• Generous benefits package
• Free public transportation options
• City pension plan with employer/employee contributions
• Growth potential and advancement opportunities

Job Responsibilities

Manages professional staff who service SPU's residential, commercial, industrial and institutional customers.

• Perform supervisory duties, such as hiring, staff development, coaching/training, mentoring, setting expectations, labor relations, performance evaluations, and administer corrective and/or disciplinary actions.
• Coordinate and collaborate with SPU work groups and other government agencies to better serve business customers.
• Lead development and implementation of enhanced business customer outreach and communication efforts.
• Monitor unit's performance, including setting performance metrics and measuring performance through performance analysis & management.
• Lead development of policy, procedure and business process improvements.
• Ensure accurate billing and data management of SPU's CCB billing system.
• Oversee staff activities involved with the resolution of delinquent revenue collection, high consumption, leak adjustments, billing disputes, bankruptcies, probates and the Utility Emergency Assistance Program.
• Manage sensitive and complex customer issues elevated to the Department Director, Mayor and City Council. Conduct business operation assessments and prepare options for problem resolution and work directly with internal and external customers.
• Coordinate and collaborate with SPU work groups, other government agencies, and community partners to better serve business and residential customers (Contact Center, Customer Billing, Field Operations, Development Services, Finance, King County) in program operations or development of improvements or procedural changes.

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Experience: Minimum of four (4) years progressively responsible collection and billing, administrative and analytical work. The experience should provide a background in problem resolution, including one year lead or supervisory experience (or a combination of education and/or training and/or experience that provides an equivalent background required to perform the work of the class).

Education and Experience Equivalency: Combinations of appropriate education, training, certification, and experience will be evaluated on an individual basis for comparability to the minimum education and experience requirements.

Work Environment/Physical Demands

• Work is performed in a normal City/office environment.
• Work may involve dealing with abusive and angry customers.
• Work may involve managing staff working in the field.

Desired Qualifications:

• Familiarity with utility billing systems (e.g., Oracle CCB or similar).
• Understanding of utility services (water, wastewater, solid waste) and customer service operations in a public sector or municipal environment.
• Ability to lead and develop professional staff, including hiring, coaching, mentoring, and conducting performance evaluations.
• Strong analytical skills with experience in performance analysis, business process improvement, and policy development.
• Familiarity with programs such as Utility Emergency Assistance, leak adjustments, and revenue collection processes.
• Excellent written and verbal communication skills, including experience in customer outreach and stakeholder engagement.
• Ability to work collaboratively across departments and with external agencies or community partners.

Additional Information

How to Apply: In addition to fully completing the online application, please attach your resume and cover letter. Your cover letter should address your knowledge and experience related to the position.

Workplace Environment: This position allows for the flexibility of a hybrid work schedule. Employees will be required to come into the office three days a week. Individual schedules will be agreed upon by the employee and their supervisor.

The full salary range for this position is $47.93 - $55.79 per hour.

Benefits: The City of Seattle offers a comprehensive benefits package including vacation, holidays, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.

More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans

Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.

If you have any questions, please contact Charles Gilmore at charles.gilmore2@seattle.gov

Learn more about Seattle Public Utilities at our web page www.seattle.gov/util/.

The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.

More information about employee benefits is available on the City's website at:

"Most" Employees Plans - Human Resources | seattle.gov