City of Tampa

This is highly responsible, supervisory work involving residential and commercial billing, account management and customer service for solid waste collection services and the McKay Bay Disposal Complex’s Scale House operations.

Under direction, the employee performs supervisory activities including the scheduling, assignment, and review of key office and business operations. Considerable initiative, research, verification, and independent judgment are required in determining billing, budget, and division financial management. Duties of the employee also include conducting evaluations and management of the division’s information technology (i.e. FASTERWeb Asset Management, FASTERWin Asset Management, KeyTrak Guardian, Oracle Cloud, KRONOS, etc.) systems operations.  Manages and coordinates the efforts of multiple internal business units including acquisitions, customer service and fuel, as well as our Managed Parts Room and various other contracts that contribute to daily divisions operations. Important responsibilities are to ensure that assignments are conducted in a thorough objective manner; recommendations are developed and presented which provide a sound basis for corrective actions/improvements. Builds and maintains relationships with internal and external partners.  Work is of considerable difficulty and includes investigating complaints to identify if a problem exists and coordinating solutions to the problem. It also involves applying advanced management records, system development, information security, and internal environment control.  Under general supervision, the employee performs audits such as: economy, efficiency, and performance effectiveness as it related to the division’s on-going contracts requiring the exercise of considerable initiative and independent judgment.

Creates and executes division work plans, benchmarking, and performance measures for billing, account management, customer service, acquisitions, fuel management and managed parts room operation functions in accordance with standard operating procedures for optimal results; resolves issues to ensure a high-quality customer experience. 

Conducts extensive computer research and maintains knowledge of the City and Divisional systems, such as FASTERWeb Asset Management, KeyTrak Guardian, Oracle Cloud, KRONOS other related software programs; ensures billing and account management conforms with the appropriate customer service and operations standards; assists in designing and/or formulating documents and literature for department policies and procedures.

Assists in budget process as it relates to operational and capital improvement needs.

Reviews and approves periodic and special statistical, financial, and other reports; verifies customer account information.

Oversees and directs the divisions technical and logistics teams to support field operations and office personnel in the event of a natural or manmade disaster, review assignments and methods of each technical operation for efficiency and effectiveness.

Assists staff and legal department in contract changes and recommendations for execution; provides presentations to City administration and Council regarding the execution of the city code, policy changes, local and federal mandates, and new procedures.

Performs requisite personnel functions to include planning, assigning, supervising, training, and reviewing the work of subordinate employees engaged in customer service, billing, sublets, acquisitions, and fuel; reviews and approves financial adjustments.

Complete performance evaluations; approving leave and training requests; administering discipline as needed; adjusting work schedules to meet project and special event needs.

Recommends employment, promotion, transfer, discipline, demotion, and dismissal of subordinate employees as necessary; responds to requests for leave; serves as initial respondent to grievances; completes employee performance appraisals; administers discipline as required.

Performs related work as required.

Considerable knowledge of: methods, procedures, and documents required in the administration of municipal contracts, project management and /or computer technology; principles, practices, and methods required in finance, billing, customer service functions, contracts management and fleet operations; effective public relations and public dissemination of information.  

Working knowledge of: customer service and problem resolution techniques, functions of operational and billing systems; labor rates and operational methods relating to acquisitions, fuel management, customer service, sublets and contract management; laws, guidelines, and requirements governing contract structure and content; legal and standard composition procedures and processes; municipal administrative management principles and practices; effective supervisory techniques, team dynamics, effective team building and the importance of diversity; business office practices and the computer systems utilized by the department; the layout of the city and its geography.    

Skills in: problem solving; oral and written communications.

Ability to: prepare a variety of documents in correct legal format, terminology, and phraseology; plan, assign, schedule, supervise, and review the work of subordinates; maintain records and prepare oral and written reports; train and evaluate lower level personnel; establish and maintain effective working relationships with employees, officials, and the public; prepare and present clear and concise reports, both orally and in writing; maintain records using a variety of source materials; understand and follow complex oral and written instructions.  

Graduation from an accredited college or university with a bachelor’s degree in business or public administration or a related field and five (5) years of progressively responsible experience in fleet maintenance administration, fleet customer service or related business operations including two (2) years of supervisory experience; six (6) months experience in contract management preferred.

OR

An equivalent combination of education (not less than possession of a high school diploma/GED), training and experience that would reasonably be expected to provide the job-related competencies noted above.

Possession of a valid driver’s license.

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.