Customer Service Manager (Administrative Services Manager)

The position opens Monday, June 22, 2026, and the final filing date is Monday, July 13, 2026, at 5:00 pm or after receiving 100 qualified and complete applications, whichever is first. The City of Sunnyvale is seeking an energetic and motivated leader to join the Business and Enterprise Services Division of the Finance Department as the Regular, Full‑Time Customer Service Manager. The Business and Enterprise Services Division is responsible for customer service, water meter reading, billing, accounting, and auditing for the City’s three utilities (water, wastewater, garbage and recycling). This division is also responsible for administering the City’s Business License, backflow compliance, and central cashiering functions. The Customer Service Manager will supervise customer service for the City’s cashiering, business license, and utility billing functions of the Finance Department. This fast‑paced position requires a professional with strong communication abilities and a commitment to delivering a superior customer experience. Experience managing a high‑volume call center is preferred but is not required. Our office is open to the public Monday‑Friday from 8:00am to 5:00pm. The Customer Service Manager is expected to be available in office five days per week; no remote work or special schedules are available for this position. Benefits Medical, dental, and vision benefits CalPERS retirement pension Retiree medical benefit City contribution to 457 or 401(a) deferred compensation retirement plan 11 paid Holidays 30 hours of Floating Holiday Leave 60 hours of Management Leave Paid Time Off (PTO) accruals Employee Wellness Programs And MORE! Distinguishing Characteristics This management classification is responsible for planning, organizing, supervising, and managing the operations of the City’s utility customer service, central cashier, and backflow and business licensing functions. Incumbents are responsible for performing diverse, specialized, and complex work involving significant accountability and decision‑making responsibilities, which include developing and implementing policies and procedures for assigned programs. Incumbents serve as a staff and program manager, liaison, and advocate for the programs, with regular contact and interactions with City senior management positions, other public agencies, community organizations, regulatory and governmental agencies, and members of the public. Responsibilities Under general direction, plans, organizes, coordinates, and manages the customer service, central cashier, backflow and business licensing staff and operations, as well as related administrative activities; coordinates projects and activities with other City departments and outside agencies; provides complex and responsible support to the Utility Billing Division Manager in areas of expertise; and performs related duties as assigned. Plans, develops, administers, implements, and oversees the daily functions, operations, and activities of the City’s customer service, backflow administration and business licensing programs. Participates in the development and implementation of goals, objectives, policies, and priorities for the program; recommends within department policy, appropriate service, and staffing levels; recommends and administers policies and procedures. Assists with developing program budgets; monitors expenditures and submits invoices for supplies and equipment; ensures compliance with budgeted funding. Oversees the management and direct supervision of the City’s utilities customer service function, supervising staff responsible for providing service via a variety of communication portals including a call center; oversees the processing of utility payments and the creation of work orders submitted by the service provider and other departments; responds to escalated customer needs; develops programmatic responses to new needs and/or legislative requirements. Manages the City’s central cashier, including oversight of all cashier transactions, daily reconciliations, and ensuring file transfers to the City’s financial systems, preparing reports, and resolving issues; manages daily accounting and safekeeping of the City’s revenue and cash collection; guides staff on cash handling procedures and guidelines. Reviews, analyzes, audits, reconciles, monitors, and maintains accounts in assigned area of responsibility including cashiering, utility billing, reconciling receivables and processing collections, and approving billing adjustments; approves account adjustments and cash receipt vouchers; provides cash funds for other departments; prepares cash deposits and posts revenues; oversees the processing of City-wide payments such as utility taxes, transient occupancy taxes, and City invoices. Supervises and reviews the calculation of business license fees and fines; administers and assigns the business license process; oversees requirements as adopted in the municipal code including noticing renewals, issuing new licenses, coordinating with Public Safety and Community Development for necessary approvals, and conducting annual tax audits. Manages and supervises the administrative functions of the state‑mandated backflow testing program; develops and maintains an approved testers list and provides testing forms and notices to customers regarding testing deadlines; coordinates with Environmental Services staff to research backflow testing issues and prepare reports; oversees follow up on failed tests, new installs, and other compliance issues; sells backflow removal/installation permits and testing tags. Coordinates the maintenance upgrade, modification, operation, and implementation of assigned revenue‑related software, including but not limited to utility billing, phone, payment processing, print and mail vendor, third party vendor for collections, and business licensing systems; assists with system evaluation and testing; oversees systems changes, identifies, and resolves ongoing functional and technical issues. Researches and analyzes issues; incorporates information from Utility Billing system, meter readers, water division field staff, franchisee, and solid waste field staff; determines fair resolutions within legal and City policy in support of City interests. Serves as liaison for assigned functions with other City departments, divisions, and outside agencies; provides staff support to commissions, committees, and task forces, as required. Provides highly complex staff assistance to the Utility Billing Division Manager; prepares reports and correspondence concerning new or ongoing programs and program effectiveness; prepares statistical reports as required; establishes and maintains of working and official program files; ensures the proper documentation of operations and activities. Reviews the work of staff to ensure compliance with applicable federal, state, and local laws, codes, and regulations. Represents the City in meetings with members of other organizations, community groups, contractors, and the public. Attends and participates in professional group meetings; stays a breast of new trends and innovations in the fields of utility customer service and business licensing. Monitors changes in regulations and technology that may affect operations; implements policy and procedural changes after approval. Answers questions and provides information to the public; investigates and responds to complaints and inquiries from residents, other departments, and agencies. Ensures staff observe and comply with all City and mandated safety rules, regulations, and protocols. Performs other duties as assigned. Working Conditions Physical Demands: This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 10 pounds. Some of these requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodation. Environmental Conditions: Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing divisional policies and procedures. Education and Experience The minimum qualifications for education and experience can be met in the following way: A bachelor’s degree from an accredited college or university in accounting, finance, business administration, or related field; AND Five (5) years of increasingly responsible experience in customer service/billing and general administration, including three (3) years of prior lead or supervisory experience. Knowledge of Principles and practices of leadership. Principles of providing functional direction and training. Principles and techniques for working with groups and fostering effective team interaction to ensure teamwork is conducted smoothly. Principles and practices of budget development and administration. Principles and practices of contract administration and management. General principles of risk management related to the functions of the assigned area. Principles and practices of public administration, financial control and reporting, and organizational review. Methods, procedures, practices, and terminology used in billing, revenue collection, and financial recordkeeping. Modern and emerging practices and methods of cash handling and payment processing. Complex arithmetic and statistical techniques. Research methods and techniques. Recent and ongoing developments related to the operations of the assigned program. Recordkeeping principles and procedures. Methods and techniques of preparing technical and administrative reports and general business correspondence. Applicable federal, state, and local laws, codes, and regulations as well as industry standards and best practices pertinent to the assigned area of responsibility. City and mandated safety rules, regulations, and protocols. Techniques for providing a high level of customer service, by effectively working with the public, vendors, contractors, and City staff. The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar. Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed. Ability to Plan, organize, oversee, develop, implement, and administer comprehensive utilities customer service and business licensing programs. Assist in developing and implementing goals, objectives, practices, policies, procedures, and work standards. Effectively provide staff leadership and work direction. Prepare and administer budgets; allocate limited resources in a cost‑effective manner. Coordinate and manage assigned projects and programs. Conduct strategic planning for assigned projects. Organize, implement, and direct financial and administrative activities for assigned programs. Audit and reconcile financial records, tabulate and balance transactions, and research account discrepancies. Conduct administrative and analytical studies, compile technical and statistical data, evaluate alternatives, and make sound recommendations. Deescalate difficult situations and demonstrate empathy. Perform mathematical calculations quickly and accurately. Research, analyze, and evaluate new service delivery methods, procedures, and techniques. Prepare, maintain, and update accurate detailed records and files. Interpret and evaluate statistical data. Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed. Effectively represent the division and the City in meetings with governmental agencies, community groups, various business, professional, and regulatory organizations, and in meetings with individuals. Prepare clear and concise reports, correspondence, documentation, and other written materials. Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines. Independently organize work, set priorities, meet critical deadlines, and follow up on assignments. Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax. Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work. Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks. Licenses/Certificates Possession and continued maintenance of a valid class C California driver’s license or the ability to provide alternative transportation as approved by the appointing authority and a safe driving record. Application Instructions & Process The application submitted must meet the minimum qualifications listed in the job description in order to move forward in the recruitment process with the City of Sunnyvale. The information provided in the Work Experience, Education, and Certificates/Licenses sections of the application will be used to determine if the application meets the minimum qualifications. A resume, employment history provided elsewhere in the application, or other attachments will not be accepted in lieu of the completed application. Note: The minimum qualifications for experience are based on full‑time experience (40 hours per week). Experience included in the Work Experience section of the application is calculated to the full‑time equivalent (hours are pro‑rated if less than 40 hours per week). Volunteer experience is not considered qualifying experience. If you are interested in this opportunity, please submit a City of Sunnyvale employment application and responses to the supplemental questions to the Department of Human Resources. Interested candidates are encouraged to apply as soon as possible as the posting will close after receiving 100 qualified and complete applications or by Monday, July 13, 2026, at 5:00 pm, whichever is first. Exam Process Applications will be competitively screened based on the minimum qualifications of this position. Based upon a review of the application materials, the most qualified candidates will be invited to participate in the oral examination process scheduled for Monday, July 27, 2026. Selection Process Those candidates that receive a passing score on the examination will be placed on an eligibility list for up to one year, in accordance with the City’s Civil Service Rules and Administrative Policies. Top candidates on the eligibility list will be invited to participate in an in‑person selection interview with the department tentatively scheduled for the week of August 3, 2026. Information About Proof of Education Any successful candidate, selected by the hiring department will be required to submit proof of education (i.e. original copy of the diploma or college/university transcripts). A candidate with education obtained outside the United States must have education records evaluated by a credential evaluation service at the candidate's expense to determine its equivalency in the United States. Additional Information Positions in this job classification are represented by Sunnyvale Managers Association (SMA). For assistance on how to fill out your job application, watch the following video: How to Apply for a City of Sunnyvale Job - YouTube (5:13) The information contained within this announcement may be modified or revoked without notice and does not constitute either an expressed or implied contract. The City of Sunnyvale is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status, or any other consideration made unlawful under any federal, state, or local laws. The City of Sunnyvale is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at View phone number on click.appcast.io or View email address on click.appcast.io. #J-18808-Ljbffr City-of-Sunnyvale