Career Opportunity

CUSTOMER CONTACT CENTER MANAGER - CUSTOMER SERVICES BUREAU - SFPUC (0922)(166872)

Recruitment: RTF0166871-01097551

Published: September 14, 2026

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

About:

• Application Opening: 09/14/2026
• Application Filing Deadline: 09/18/2026 
• Recruitment ID: PBT-0922-166872 (RTF0166871-01097551)

WHO ARE WE?

San Francisco Public Utilities Commission (SFPUC)
Headquartered in San Francisco, we have 2,300 employees operating across eight counties serving more than 2.7 million customers in the San Francisco Bay Area – 24 hours per day, 365 days per year.

Our Mission: To provide our customers with high quality, efficient, and reliable water, power, and wastewater services in a manner that values environmental and community interests and sustains the resources entrusted to our care.

Our Vision: We are an innovative utility leader, recognized for excellent results in service, safety, stewardship, and inclusiveness.We are an award-winning and industry-leading utilities organization committed to our customers, community interests, and the environment. To learn more about our organization, please visit our website at https://www.sfpuc.gov.

We are proud of our infrastructure and programs, but most importantly, we value our highly qualified and dedicated workforce which ensures that this vision becomes a reality.

To learn more about working at the SFPUC, visit our career site at https://www.sfpuc.gov/about-us/careers-sfpuc

ABOUT CUSTOMER SERVICE BUREAU

The Customer Service Bureau (CSB) division operates the administration, customer accounts, field services, and business center sections. Services include processing new service installations, service renewals, billing and collections, managing customer inquiries, cashiering and payment processing, meter reading, and field investigations.

This bureau employs about 110 positions and operates on a $16 million annual budget. CSB is comprised of committed employees using the latest operational efficiencies to deliver complete customer satisfaction through effective customer service.

Role description

The 0922 Manager I - Customer Contact Center Manager, under direction, administers and supervises the activities and personnel of one operating section of SFPUC Customer Services: Customer Contact Center, Billing, Collection, Retail Services, or Business and Systems Support. 

Essential Functions

• Plans, assigns, and inspects the work of subordinate staff, to ensure operational efficiency relating to water, wastewater, electric services and land leases and permits, as well as conformance with departmental policies, procedures, laws and regulations.
• Oversees the operations of a Customer Contact Center, Billing, Collection, Retail Services, or Business and Systems Support for effectiveness and efficiency, identifies, investigates, analyzes, and mitigates operational issues.
• Directs the preparation of complex financial, statistical and operational reports and records including customer bills, service records and collection accounts.
• Maintains effective communication with representatives from various City departments, contractors, banking officials and the general public in connection with departmental policies, rules and regulations.
• Oversees the preparation and maintenance of a wide variety of records, reports and documents consisting of the Bureau’s financial, statistical and operational information.
  Collaborates with managers and supervisors on Customer Information System (CIS) system development and implementation.
• Participates in hiring and staff development practices, establishes and maintains effective working relationships, conducts timely performance reviews.
• Coordinates section or division operations, including complex technical issues involving various types of accounts, new services, deposits, receipts, collections, disbursements and reporting activities with other areas or agencies.
• Oversees various complex customer information systems utilized in billing and collection of water and wastewater services, electric services, land leases and permits.

The 0922 Manager I - Customer Contact Center Manager will perform other related duties as assigned.

How to qualify

Education: Possession of a Bachelor's degree from an accredited college or university. AND

Experience: Five (5) years of verifiable professional work experience in a customer service, billing, or collection department of a utility, public works organization, tax collector’s office, bank, retail electric services, insurance company, or credit agency; AND

Experience: Five (5) years of recent verifiable professional work experience performing customer service, billing, collections, or contact center functions within a water, wastewater/sewer, electric, or other public/municipal utility organization. AND

License: Possession of a Driver's License

Qualifying experience must include work directly related to utility customer accounts, billing, payments, collections, service connections, or utility contact center services and must have been obtained within the past ten (10) years.

Education Substitution: Additional qualifying experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). Thirty (30) semester units or forty-five (45) quarter units equal one (1) year of work experience.

One (1) year of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week.) Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment. 

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

Desirable Qualifications: The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

• Extensive experience in management, organization, leadership, decision making, and problem solving, including strong computer and communication skills.
• Proficiency in two or more of the following database applications: Microsoft Office Applications (Word, Excel, Outlook, Access, & Visio); Mobile and field computing; Utility Customer Care and Billing System; Work Order Management System; Advanced Customer Call Center Applications; Water or Electric Meter Reading System
• Two (2) years of supervisory experience as part of the professional work experience in customer service or billing and collection in a large utility, public works organization, or tax collector's office as listed in the minimum qualifications.

Verification:

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Education verification information on verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications. Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

Selection Procedures:

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Supplemental Questionnaire Examination (Weight 100%)

The Supplemental Questionnaire is an exam and contents will be evaluated and scored. The Supplemental Questionnaire Exam is to evaluate the experience, knowledge, skills and abilities that candidates possess in job-related areas which have been identified as critical for this position and include, but are not limited to:

• Ability to influence, motivate, and challenge others, work with authority to identify and define problems, determine methodology, evaluate data, make recommendations with appropriate justification and develop/implement a plan of action.
• Ability to use time, energy and resources effectively to achieve goals; the ability to meet deadlines, multi-tasking, work independently and plan for future projects.
• Ability to collect and synthesize large volumes of data and perform complex quantitative and qualitative analytical work.
• Ability to prepare and present comprehensive technical, fiscal and administrative reports and data related for utility services.

Additional Information:

Eligible List/Score Report: A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

This pool of candidates on the eligible list may be used to fill additional vacancies in this class.

The duration of the eligible list resulting from this examination process will be of 6 months and may be extended with the approval of the Human Resources Director.

Certification: The certification rule for the eligible list resulting from this examination will be Rule of the List.

To find Departments which use this classification, please see ASO FY2023-24 & FY2024-25 - FINAL 20230731.pdf. 

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ .

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

What else should I know?

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Seniority Credit
• Right to Work
• Copies of Application Documents
• Diversity Statement

Applicants will receive a confirmation email from notification@careers.sf.gov that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

HOW TO APPLY

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “I’m Interested” button and follow instructions on the screen

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst, Linda Muir, at LMuir@sfwater.org.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.