City of Santa Cruz
Utility Service Supervisor (Promotional Opportunity)
City of Santa Cruz, Santa Cruz, California, us, 95061
Note: This classification title has been recently updated from Utility Supervisor to Utility Service Supervisor.
This promotional recruitment is for the current vacancy of Utility Service Supervisor in the Water Department. This recruitment is open to current regular City of Santa Cruz employees only.
The eligibility list established from this promotional recruitment is valid for up to one year from the date established unless the list is extended or abolished by the Human Resources Director.
Under general direction, the Utility Service Supervisor supervises the utility customer service operations section of the Water Department including billing, utility payment, and related services for city water, refuse and sewer utilities; supervises, trains, coordinates and evaluates the work of assigned staff responsible for maintaining all aspects of the utility customer service operations; supervises billing systems and processes; develops and maintains utility billing procedures and work load assignments; establishes and implements utility meter reading processes; and develops monthly billing schedules.
Recruitment #26-028 APPLICATION AND SELECTION PROCESS The following process may be changed as deemed necessary by the Human Resources Director. The information contained within this announcement may be modified or revoked without notice and does not constitute either an expressed or implied contract.
On Thursday, 11/06/25 recruitment will close. All application materials must be received by the Human Resources Department by 5:00 pm; postmarks are not accepted.
To apply, submit:
Application – online application only. Resumes are not accepted in lieu of filling out the application form completely. Click the Apply button to begin the online process.
Response to supplemental questions – will be a primary tool in the evaluation of your qualifications for this position. Any work experience described here must also be included in your employment history on the main application.
Week of 11/10/25: Applications will be competitively screened based on the minimum qualifications for this position. Candidates will be notified of their status in the recruitment by 11/21/25.
Week of 12/01/25: Interviews will be tentatively scheduled for top candidates. The examination process will include an interview and may include a written and/or performance exercise.
(May include, but are not limited to, those duties listed below):
Supervises, trains, coordinates, and evaluates the work of utility customer service section staff; selects, assigns, reviews, and directs staff in the use and knowledge of standard services, special programs, procedures, and expectations; counsels and conducts effective performance management.
Implements strategies involved in utility customer service‑related programs and activities; provides day‑to‑day leadership and works with staff to ensure that assigned utility customer service operations comply with applicable laws, regulations, policies, procedures, and standards.
Supervises meter‑to‑bill, bill‑to‑cash, and enforcement‑to‑collection processes; assists section staff in post‑billing audits.
Supervises a high‑volume call center involving direct customer support, utility billing, case management and utility data analysis.
Analyzes billing and work procedures; designs, recommends, and implements changes and revisions as necessary.
Evaluates customer creditworthiness and authorizes utility billing payment arrangements, customer financial aid, future dated payments, and other payment methods including ACH (Automated Clearing House), cash, phone payments, online payments, wire payments or other authorized utility payment options; authorizes utility billing corrections and adjustments in accordance with City Code.
Initiates final payment notices; creates and implements solutions for utility service shut offs; makes final decisions on whether to shut off utility services for non‑payment; determines when to turn utility services back on.
Develops and implements monthly billing schedules; determines dates for billing; generates pre‑billings and forecasts future billing schedules.
Oversees utility billing collections and petitions for payments.
Edits daily, weekly, and monthly computer reports for billing accuracy and control; verifies accuracy of meter reads; approves corrections and assigns further processing by section staff.
Coordinates services and resolves problems with other sections in the Department and other departments (finance, public works, planning, Information Technology).
Analyzes missing, irregular, and out‑of‑bounds meter reads; reviews data for utility consumption for closed accounts; collaborates with the Meter Supervisor to formulate resolutions to ensure accuracy of utility meter read data.
Performs root cause analysis for errors in billings, receipting, and out‑of‑line reads.
Advises utility customer service staff on problems, errors or unusual situations; responds to escalated and complex customer complaints; conducts research, troubleshoots more complex billing issues, and assists in resolving customer problems related to utility services or billing in a timely manner.
Works closely with Meter Operations and Customer Assistance staff to address issues related to meter‑to‑cash and customer relationship management processes; assists in educating customers regarding the interpretation of their meter data.
Develops training programs and coordinates cross‑training for utility customer service staff.
Develops and implements safety programs for utility customer service staff.
Supervises and administers the use of the computerized online utility billing system; ensures system technologies used by staff are up‑to‑date and used within specifications to maintain optimal utility customer service systems; oversees the entry of utility customer service data to ensure proper functioning of customer information systems.
Serves as subject matter expert on various software utilized in customer service allowing for the training of staff and troubleshooting of software problems.
Consults with Information Technology staff and vendors regarding system improvements, changes, and problems.
Develops and maintains an ethic of customer service within the utility customer service section staff; ensures assigned staff understands their critical role as service providers to customers, the Water Department, other City departments, and other such stakeholders; maintains inter and intra‑departmental communications to complete projects and/or achieve improvements in service efficiency and effectiveness.
Assists in preparing, monitoring, and processing purchase requisitions and invoices.
Prepares and administers the utility customer service budget in coordination with the Customer Service Manager and monitors expenditures.
Assists in planning goals, objectives, implementation of Division policies and procedures, and work standards for the section.
Researches and composes correspondence for related utility business, compiles information and prepares reports and newsletters.
Interprets codes, ordinances, policies, procedures, and regulations, ensures that policies and procedures are appropriately and uniformly implemented.
Performs other related duties that may be reasonably expected as part of this classification.
WORKING CONDITIONS Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement and fine coordination in using a computer keyboard. Additionally, the position requires near and far vision in reading written reports and work‑related documents. Acute hearing is required when providing phone and personal service. The need to lift and push boxes weighing up to 25 pounds is also required.
Some of the requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
Education and Experience
Associate’s degree in Business, Accounting, or directly related field; and
Three (3) years of increasingly responsible technical accounting experience which includes two (2) years utility customer service and billing experience and,
One (1) year of lead experience OR completion of the City of Santa Cruz Employee and Leadership Development Program.
OR
High School Diploma or tested equivalent and,
Four (4) years of increasingly responsible technical accounting experience which includes three (3) years utility customer service and billing experience and,
One (1) year of lead experience OR completion of the City of Santa Cruz Employee and Leadership Development Program.
Knowledge
Applicable regulations, policies, procedures, and work methods associated with utility customer service and billing.
Principles and practices of leadership, supervision, and training.
Principles and practices of customer service, including customer accounting, billing practices, utility rate structures, effective customer service techniques, complaint resolution, and problem solving.
Principles and practices of conflict resolution and effective communication.
Principles and methods of integrating data in an automated systems environment.
Technical accounting principles and practices.
Modern office practices, procedures, and equipment, including the use of a personal computer and applications for email, word processing, spreadsheets, and databases.
Standard practices, procedures, business systems applications, and equipment used in a billing and customer service office.
Principles and techniques of preparing effective written materials.
The use of proper grammar, spelling, punctuation, and business correspondence format.
Mathematics, including addition/subtraction, multiplication/division, percentages, fractions, and basic statistics.
Methods and techniques for record keeping and report preparation.
Varied technical methods of researching and evaluating data.
Electronic data processing systems that support utility operations, including customer service, billing, and cashiering systems.
Safe work practices in an office environment.
Skills
Computer skills to produce effective correspondence, reports, data records, and documents.
Advanced interpersonal and communication skills.
Abilities
Supervise the utility customer service operations section of the Water Department including accounting, billing, and operational activities to achieve established goals.
Supervise high volume call center by determining parameters for efficient customer service response, analyzing call data, and making recommendations for improvements.
Supervise, train, and evaluate staff; participate in staff recruitment and selection.
Plan, organize, assign, schedule and evaluate staff work; and conduct effective performance management.
Proficient at reducing complex issues into clear and concise language and actionable.
Prioritize tasks and meet deadlines.
Effectively coordinate work activities with other staff, including supervisors and managers.
Learn departmental/divisional policies and procedures.
Acquire a strong understanding of assigned business practices and associated processes and systems.
Learn metering processes, meter replacement programs, and associated meter technologies.
Identify gaps within instructions, or conflicts with standard operating procedure, and seek/provide clarification.
Work independently within broad parameters.
Read and understand utility billing and other related documents.
Maintain accurate records.
Compile and perform technical data analyses.
Prepare clear and concise reports.
Learn to effectively utilize complex computer databases and applications including financial, time keeping, and web content management. Provide effective customer service, including orally communicating information in business-friendly and user-friendly (non-technical) language.
Respond in a courteous and effective manner when dealing with the general public by telephone and in person.
Work effectively under pressure and deadlines.
Interpret and apply administrative and departmental policies and procedures.
Analyze situations appropriately and adopt effective courses of action.
Process detailed paperwork in accordance with specific procedures and policies.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relations with staff, customers, and general public.
Licenses and Certificates
Possession and continued maintenance of a valid California Class C driver's license.
Other Requirements
N/A
Desirable Qualifications
Experience working in a municipal or private utility customer service office.
Familiarity with external forces/impacts within the industry and factors affecting water usage such as economic trends, demographics, regulations, and technological developments.
The use of an enterprise financial management system for utility billing.
The use of a meter data management system (MDMS) for gathering water usage data.
Bilingual ability to speak in English and Spanish.
Familiarity with streets in the Santa Cruz City and surrounding areas.
Utilities Services Manager
Utility Account Services Manager
Utility Service Supervisor
Utility Account Specialist
Utility Service Representative I/II
Utility Service Field Technician I/II
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This promotional recruitment is for the current vacancy of Utility Service Supervisor in the Water Department. This recruitment is open to current regular City of Santa Cruz employees only.
The eligibility list established from this promotional recruitment is valid for up to one year from the date established unless the list is extended or abolished by the Human Resources Director.
Under general direction, the Utility Service Supervisor supervises the utility customer service operations section of the Water Department including billing, utility payment, and related services for city water, refuse and sewer utilities; supervises, trains, coordinates and evaluates the work of assigned staff responsible for maintaining all aspects of the utility customer service operations; supervises billing systems and processes; develops and maintains utility billing procedures and work load assignments; establishes and implements utility meter reading processes; and develops monthly billing schedules.
Recruitment #26-028 APPLICATION AND SELECTION PROCESS The following process may be changed as deemed necessary by the Human Resources Director. The information contained within this announcement may be modified or revoked without notice and does not constitute either an expressed or implied contract.
On Thursday, 11/06/25 recruitment will close. All application materials must be received by the Human Resources Department by 5:00 pm; postmarks are not accepted.
To apply, submit:
Application – online application only. Resumes are not accepted in lieu of filling out the application form completely. Click the Apply button to begin the online process.
Response to supplemental questions – will be a primary tool in the evaluation of your qualifications for this position. Any work experience described here must also be included in your employment history on the main application.
Week of 11/10/25: Applications will be competitively screened based on the minimum qualifications for this position. Candidates will be notified of their status in the recruitment by 11/21/25.
Week of 12/01/25: Interviews will be tentatively scheduled for top candidates. The examination process will include an interview and may include a written and/or performance exercise.
(May include, but are not limited to, those duties listed below):
Supervises, trains, coordinates, and evaluates the work of utility customer service section staff; selects, assigns, reviews, and directs staff in the use and knowledge of standard services, special programs, procedures, and expectations; counsels and conducts effective performance management.
Implements strategies involved in utility customer service‑related programs and activities; provides day‑to‑day leadership and works with staff to ensure that assigned utility customer service operations comply with applicable laws, regulations, policies, procedures, and standards.
Supervises meter‑to‑bill, bill‑to‑cash, and enforcement‑to‑collection processes; assists section staff in post‑billing audits.
Supervises a high‑volume call center involving direct customer support, utility billing, case management and utility data analysis.
Analyzes billing and work procedures; designs, recommends, and implements changes and revisions as necessary.
Evaluates customer creditworthiness and authorizes utility billing payment arrangements, customer financial aid, future dated payments, and other payment methods including ACH (Automated Clearing House), cash, phone payments, online payments, wire payments or other authorized utility payment options; authorizes utility billing corrections and adjustments in accordance with City Code.
Initiates final payment notices; creates and implements solutions for utility service shut offs; makes final decisions on whether to shut off utility services for non‑payment; determines when to turn utility services back on.
Develops and implements monthly billing schedules; determines dates for billing; generates pre‑billings and forecasts future billing schedules.
Oversees utility billing collections and petitions for payments.
Edits daily, weekly, and monthly computer reports for billing accuracy and control; verifies accuracy of meter reads; approves corrections and assigns further processing by section staff.
Coordinates services and resolves problems with other sections in the Department and other departments (finance, public works, planning, Information Technology).
Analyzes missing, irregular, and out‑of‑bounds meter reads; reviews data for utility consumption for closed accounts; collaborates with the Meter Supervisor to formulate resolutions to ensure accuracy of utility meter read data.
Performs root cause analysis for errors in billings, receipting, and out‑of‑line reads.
Advises utility customer service staff on problems, errors or unusual situations; responds to escalated and complex customer complaints; conducts research, troubleshoots more complex billing issues, and assists in resolving customer problems related to utility services or billing in a timely manner.
Works closely with Meter Operations and Customer Assistance staff to address issues related to meter‑to‑cash and customer relationship management processes; assists in educating customers regarding the interpretation of their meter data.
Develops training programs and coordinates cross‑training for utility customer service staff.
Develops and implements safety programs for utility customer service staff.
Supervises and administers the use of the computerized online utility billing system; ensures system technologies used by staff are up‑to‑date and used within specifications to maintain optimal utility customer service systems; oversees the entry of utility customer service data to ensure proper functioning of customer information systems.
Serves as subject matter expert on various software utilized in customer service allowing for the training of staff and troubleshooting of software problems.
Consults with Information Technology staff and vendors regarding system improvements, changes, and problems.
Develops and maintains an ethic of customer service within the utility customer service section staff; ensures assigned staff understands their critical role as service providers to customers, the Water Department, other City departments, and other such stakeholders; maintains inter and intra‑departmental communications to complete projects and/or achieve improvements in service efficiency and effectiveness.
Assists in preparing, monitoring, and processing purchase requisitions and invoices.
Prepares and administers the utility customer service budget in coordination with the Customer Service Manager and monitors expenditures.
Assists in planning goals, objectives, implementation of Division policies and procedures, and work standards for the section.
Researches and composes correspondence for related utility business, compiles information and prepares reports and newsletters.
Interprets codes, ordinances, policies, procedures, and regulations, ensures that policies and procedures are appropriately and uniformly implemented.
Performs other related duties that may be reasonably expected as part of this classification.
WORKING CONDITIONS Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement and fine coordination in using a computer keyboard. Additionally, the position requires near and far vision in reading written reports and work‑related documents. Acute hearing is required when providing phone and personal service. The need to lift and push boxes weighing up to 25 pounds is also required.
Some of the requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
Education and Experience
Associate’s degree in Business, Accounting, or directly related field; and
Three (3) years of increasingly responsible technical accounting experience which includes two (2) years utility customer service and billing experience and,
One (1) year of lead experience OR completion of the City of Santa Cruz Employee and Leadership Development Program.
OR
High School Diploma or tested equivalent and,
Four (4) years of increasingly responsible technical accounting experience which includes three (3) years utility customer service and billing experience and,
One (1) year of lead experience OR completion of the City of Santa Cruz Employee and Leadership Development Program.
Knowledge
Applicable regulations, policies, procedures, and work methods associated with utility customer service and billing.
Principles and practices of leadership, supervision, and training.
Principles and practices of customer service, including customer accounting, billing practices, utility rate structures, effective customer service techniques, complaint resolution, and problem solving.
Principles and practices of conflict resolution and effective communication.
Principles and methods of integrating data in an automated systems environment.
Technical accounting principles and practices.
Modern office practices, procedures, and equipment, including the use of a personal computer and applications for email, word processing, spreadsheets, and databases.
Standard practices, procedures, business systems applications, and equipment used in a billing and customer service office.
Principles and techniques of preparing effective written materials.
The use of proper grammar, spelling, punctuation, and business correspondence format.
Mathematics, including addition/subtraction, multiplication/division, percentages, fractions, and basic statistics.
Methods and techniques for record keeping and report preparation.
Varied technical methods of researching and evaluating data.
Electronic data processing systems that support utility operations, including customer service, billing, and cashiering systems.
Safe work practices in an office environment.
Skills
Computer skills to produce effective correspondence, reports, data records, and documents.
Advanced interpersonal and communication skills.
Abilities
Supervise the utility customer service operations section of the Water Department including accounting, billing, and operational activities to achieve established goals.
Supervise high volume call center by determining parameters for efficient customer service response, analyzing call data, and making recommendations for improvements.
Supervise, train, and evaluate staff; participate in staff recruitment and selection.
Plan, organize, assign, schedule and evaluate staff work; and conduct effective performance management.
Proficient at reducing complex issues into clear and concise language and actionable.
Prioritize tasks and meet deadlines.
Effectively coordinate work activities with other staff, including supervisors and managers.
Learn departmental/divisional policies and procedures.
Acquire a strong understanding of assigned business practices and associated processes and systems.
Learn metering processes, meter replacement programs, and associated meter technologies.
Identify gaps within instructions, or conflicts with standard operating procedure, and seek/provide clarification.
Work independently within broad parameters.
Read and understand utility billing and other related documents.
Maintain accurate records.
Compile and perform technical data analyses.
Prepare clear and concise reports.
Learn to effectively utilize complex computer databases and applications including financial, time keeping, and web content management. Provide effective customer service, including orally communicating information in business-friendly and user-friendly (non-technical) language.
Respond in a courteous and effective manner when dealing with the general public by telephone and in person.
Work effectively under pressure and deadlines.
Interpret and apply administrative and departmental policies and procedures.
Analyze situations appropriately and adopt effective courses of action.
Process detailed paperwork in accordance with specific procedures and policies.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relations with staff, customers, and general public.
Licenses and Certificates
Possession and continued maintenance of a valid California Class C driver's license.
Other Requirements
N/A
Desirable Qualifications
Experience working in a municipal or private utility customer service office.
Familiarity with external forces/impacts within the industry and factors affecting water usage such as economic trends, demographics, regulations, and technological developments.
The use of an enterprise financial management system for utility billing.
The use of a meter data management system (MDMS) for gathering water usage data.
Bilingual ability to speak in English and Spanish.
Familiarity with streets in the Santa Cruz City and surrounding areas.
Utilities Services Manager
Utility Account Services Manager
Utility Service Supervisor
Utility Account Specialist
Utility Service Representative I/II
Utility Service Field Technician I/II
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