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Job Description
Position Description
Are you a dynamic and forward-thinking customer service professional eager to take on a leadership role? Do you excel as a self-starter, with a talent for problem-solving and strategy development? Are you passionate about leading a team, ensuring excellent customer support, managing billing inquiries, and assisting customers with payment and service order resolutions?
If you’re ready to make an impact and drive exceptional customer experiences, Marina Coast Water District welcomes your application !
Regional Government Services and its staff are conducting this recruitment on behalf of Marina Coast Water District.
THE POSITION
The Customer Service Administrator, a valued member of the Administration Division, plans, organizes, manages, and oversees the District’s customer service, billing, and meter reading functions; provides direct supervision to assigned staff; performs grant research, management, and reporting; audits the accuracy and completeness of customer service financial transactions, including cash handling, accounts receivable, water and sewer sales revenue, and bad debt; ensures compliance with District policies and procedures; provides highly responsible and complex staff assistance and administrative support to executive management staff; develops and implements procedures to improve operational efficiency, service quality, and customer satisfaction.
Key Priorities for the Customer Service Administrator:- Staff Development and Mentorship: Cultivating a strong, customer-focused team through coaching and professional growth opportunities
- Operational Efficiency: Streamlining processes and developing standardized operating procedures to enhance service delivery
- Technology and Training: Implementing new customer service and billing software solutions while providing comprehensive training to ensure seamless adoption
The Ideal Candidate Will:- Bea self-motivated and organized professional with a strong work ethic, high standards, and a commitment to exceptional customer service.
- Be experienced in planning, coordinating, and directing customer service and billing teams to drive efficiency and effectiveness.
- Beskilled in managing division budgets, project and program funding, grant administration, and reporting.
- Have a proven track record of leading customer service initiatives that enhance customer satisfaction and operational performance.
- Be familiar with meter reading and utility billing systems.
- Thrive in a fast-paced environment with competing priorities, demonstrating strong problem-solving skills and attention to detail.
- Have exceptional written and verbal communication skills with the ability to engage and maintain effective relationships with internal and external stakeholders.
- Be approachable, responsive, and dedicated to staff development and mentorship.
- Be proficient in modern customer service systems, office software (Microsoft Excel, Word, Outlook), and billing systems.
COMPETENCIES
Accountability - Considers alternative available actions, resources, and constraints before selecting a method for accomplishing a goal or project
Analytical Thinking - Identifies diverse solutions to complex problems integrating findings from several different disciplines; identifies and evaluates the various options developed and selects the most effective solution
Attention to Detail - Guides the team to accomplish tasks with thoroughness and accuracy
Collaboration - Fosters staff and stakeholder communication and dialogue; identifies opportunities to build consensus for options, decisions, and outcomes
Communication - Exchanges information with constituents using oral, written, and interpersonal communication skills
Customer Service - Continuously searches for ways to increase customer satisfaction
Influence - Maintains an awareness of organizational goals and objectives while simultaneously navigating solutions towards desired outcomes and preserving relationships
Judgment - Makes decisions based on careful thought taking both agency goals and input from others into account
Leadership - Understands formal and informal power and influence structure within the organization and successfully achieves positive, desired outcomes
Leverage Technology - Champions innovative use of technology; authorizes resources for tools to support the organization’s mission and strategic goals
SALARY AND BENEFITS
Salary Range $121,347.35 - $154,873.39 (Range T/27)
Retirement - The District participates in CalPERS with Social Security. Benefit is 2% @ 60 for classic members with the District paying the employee share. And 2% @ 62 for new members as defined by PEPRA, subject to the limitations set by PERS. Employee pays the employee portion (new employees only).
Health Insurance (Medical/Dental/Vision/EAP) - District provides health insurance plan options and provides full employee coverage and a portion of the premium for coverage for employee dependents.
Deferred Compensation - Optional enrollment in a pre-tax payroll-deducted 457 plan. The District will match an employee's contribution up to a maximum of $2,500 annually.
Short and Long-Term Disability Insurance - District provides coverage.
Life Insurance - District provides coverage at an amount equal to two times employee's salary.
Vacation Leave/Sick Leave/Holidays - District offers generous vacation benefit beginning at an accrual of 3.08 hours per two-week pay period and sick leave at 12 days accrual each year. In addition, 12 paid holidays and 2 floating holidays per year.
ABOUT THE DISTRICT
Background
In 1958, a local group of dedicated citizens, known as the Marina Community Service Corporation, proposed the formation of a municipal-owned water system with boundaries to coincide with the existing Marina Fire District, which was approximately 1,600 acres. Two years later, the Marina County Water District was formed by the registered voters of the then unincorporated City of Marina. In 1966, voters authorized the sale of water bonds totaling $950,000 to acquire a privately owned water company serving the area.
Our Vision
Today, we serve more than 40,000 customers and 9,500 accounts split roughly equally between Central Marina and the Ord Community on the former military base including California State University (CSU) Monterey Bay. Our vision is to become the leading public supplier of integrated water and wastewater services in the Monterey Bay Region.
Our Mission
Currently, the District is actively engaged in the conversion of the former Fort Ord military base to a vibrant mixed-use community, including approximately 6,000 new homes and several hundred thousand square feet of commercial/industrial facilities. Our mission is to provide high quality water, wastewater, and recycled water services to the District's expanding communities through management, conservation, and development of future resources at reasonable costs.
Our local water supply means you can be sure your water is clean, fresh, and sustainably sourced.
It's an exciting time to work for the District and to play an integral role in this high-profile opportunity, while also living on the Central Coast of California along the scenic Monterey Bay area-It just doesn't get any better...
Examples of Duties
Click here to view the full job description.
Typical Qualifications
QUALIFICATONS
Any combination of experience, education and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:
Equivalent of a bachelor’s degree with major coursework in business or public administration, accounting or closely related field, and three (3) years of experience performing advanced journey or lead level customer service duties equivalent to the District’s classification of Lead Customer Service/Billing Technician.
Note: Additional experience providing complex customer service or billing duties, including one year at the lead level, can be substituted for the required education on a year for year basis.
Working Conditions:
May be required to work on evenings, weekends and holidays.
Supplemental Information
SELECTION PROCESS
DEADLINE TO APPLY: March 24, 2025, at 11:59 PM PST.
Apply at: https://bit.ly/MCWDCSAApply
Applications must be submitted online through this applicant tracking system. All materials must be complete and clearly indicate the candidate meets the minimum qualifications. All statements made on the application, resume, and supplemental materials are subject to verification. False statements may be cause for immediate disqualification, removal from eligibility list, or discharge from employment.
Application - Applications are screened based on the criteria indicated in this announcement. Incomplete, late, emailed, and faxed applications will not be accepted. Resumes are not considered in lieu of the required employment application. Certificates, resumes, and/or cover letters must be uploaded with your application through this applicant tracking system. All completed applications and supplemental questionnaires will be reviewed for each applicant's ability to meet the minimum work experience, training, and education qualifications.
Minimum Qualifications (MQ) Appraisal - All completed applications and supplemental questionnaires will be reviewed for each applicant's ability to meet the minimum work experience, training, and education qualifications.
Remote Screening - The most qualified candidates from application assessment may be invited to a Remote Screen Interview Examination to evaluate training, experience, and other job-related qualifications for the position. The Remote Screen Interview will be conducted via a video conference platform.
Neither Regional Government Services nor the Marina Coast Water District are responsible for failure of internet forms or email transmission in submitting your application. Candidates who may require special assistance in any phase of the application or selection process should advise Regional Government Services by emailing rblut@rgs.ca.gov .
Marina Coast Water District is an Equal Opportunity Employer.
Closing Date/Time: 3/24/2025 11:59 PM Pacific -
ABOUT THE COMPANY
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Regional Government Services
Show moreOUR HISTORY
Regional Government Services Authority (RGS) is a Joint Powers Authority (JPA) serving the needs of cities, counties, special districts, joint powers authorities, and other governmental entities since 2002. RGS works exclusively for the benefit of public agencies, providing a ready source of support and consulting services to meet the needs of its partner agencies in a broad range of disciplines and to help local governments meet three challenges:
- Decreasing revenues
- Increasing demands (and costs) for services, and
- Loss of experienced staff.
Local government leaders knew that these challenges were likely to continue, so agencies would have to work together – uniting not only their voices but their resources to advocate and become more efficient. The idea behind the creation of RGS was to form an agency that would help local governments share expertise and improve efficiencies. This was an emerging need. It did not require that each agency hire full-time staff. With the creation of this JPA, agencies could, in effect, share expertise through a third-party.
WHO WE ARE
Today, RGS is governed by several member agencies, all with the common goal expressed in the JPA’s MISSION STATEMENT: To provide quality, innovative, cost-effective services exclusively to public agencies. In November 2020, the 5-year Strategic Plan was adopted. Current member agency representation can be found on the Board of Directors page of this website.
RGS developed a highly flexible platform of administrative support, benefit plans and programs that could serve the diverse needs of cities, special districts, counties and other joint powers authorities. Flexibility was vital because the needs of partner agencies varied and because RGS services were 100 percent fee-based. Thus, RGS costs have always been able to ramp up or down quickly, as demand changed.
To further understand RGS main service lines, please see the RGS Services Brochure or the Services area of the website.
To view the RGS Org Chart click here.
Regional Government Services Authority was formed under Section 6500, for the purpose of providing local governments with administrative, staffing and advisory services. RGS has now served over 300 cities, special districts, joint powers authorities and other local governments and non-profits that support local governments.
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