Customer Service Manager (Administrative Services Manager)

About the role

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.

Responsibilities

• 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.
• Aids in developing program budgets; monitors expenditures and submits invoices for supplies and equipment; ensures compliance with budgeted funding.
• Manages the City’s central cashier, including overseeing 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.
• Collaborates with other City departments, divisions, and outside agencies; provides staff support to commissions, committees, and task forces, as required.
• 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.
• Serves as a representative of the City in meetings with members of other organizations, community groups, contractors, and the public.
• Attends and participates in professional group meetings; stays abreast of new trends and innovations in the fields of utility customer service and business licensing.
• Maintains awareness of 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.

Qualifications

• A bachelor’s degree from an accredited college or university in accounting, finance, business administration, or related field.
• Five (5) years of increasingly responsible experience in customer service/billing and general administration, including three (3) years of prior lead or supervisory experience.

Skills

• Knowledge of principles and practices of leadership.
• Knowledge of principles and techniques for working with groups and fostering effective team interaction to ensure teamwork is conducted smoothly.
• Knowledge of principles and practices of budget development and administration.
• Knowledge of principles and practices of contract administration and management.
• Knowledge of general principles of risk management related to the functions of the assigned area.
• Knowledge of principles and practices of public administration, financial control and reporting, and organizational review.
• Knowledge of modern and emerging practices and methods of cash handling and payment processing.
• Knowledge of complex arithmetic and statistical techniques.
• Knowledge of recent and ongoing developments related to the operations of the assigned program.
• Knowledge of recordkeeping principles and procedures.
• Knowledge of methods and techniques of preparing technical and administrative reports and general business correspondence.
• Knowledge of applicable federal, state, and local laws, codes, and regulations as well as industry standards and best practices pertinent to the assigned area of responsibility.
• Knowledge of city and mandated safety rules, regulations, and protocols.
• Ability to plan, organize, oversee, develop, implement, and administer comprehensive utilities customer service and business licensing programs.
• Ability to assist in developing and implementing goals, objectives, practices, policies, procedures, and work standards.
• Ability to provide staff leadership and work direction.
• Ability to prepare and administer budgets; allocate limited resources in a cost-effective manner.
• Ability to coordinate and manage assigned projects and programs.
• Ability to conduct strategic planning for assigned projects.
• Ability to organize, implement, and direct financial and administrative activities for assigned programs.
• Ability to audit and reconcile financial records, tabulate and balance transactions, and research account discrepancies.
• Ability to conduct administrative tasks such as reviewing, analyzing, auditing, reconciling, monitoring, and maintaining accounts in assigned area of responsibility.
• Ability to calculate business license fees and fines; administer and assign the business license process; oversee 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.
• Ability to manage and supervise the administrative functions of the state-mandated backflow testing program; develop and maintain an approved testers list and provide testing forms and notices to customers regarding testing deadlines; coordinate with Environmental Services staff to research backflow testing issues and prepare reports; oversee follow up on failed tests, new installs, and other compliance issues; sell backflow removal/installation permits and testing tags.
• Ability to collaborate with other City departments, divisions, and outside agencies; provide staff support to commissions, committees, and task forces, as required.
• Ability to serve as a representative of the City in meetings with members of other organizations, community groups, contractors, and the public.
• Ability to attend and participate in professional group meetings; stay abreast of new trends and innovations in the fields of utility customer service and business licensing.
• Ability to maintain awareness of changes in regulations and technology that may affect operations; implement policy and procedural changes after approval.
• Ability to answer questions and provide information to the public; investigate and respond to complaints and inquiries from residents, other departments, and agencies.
• Ability to ensure staff observe and comply with all City and mandated safety rules, regulations, and protocols.

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.

Pay

The City of Sunnyvale offers competitive pay commensurate with experience and qualifications.

Schedule

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.