Mid Level Contact Center Specialist Jobs
Mid level contact center specialist jobs call for professionals ready to own complex customer interactions, mentor newer agents, and drive quality outcomes with minimal day-to-day oversight. Openings cover on-site, remote, and hybrid settings across Technology & Software, Healthcare & Medical Services, and Fintech, with employers like Intuit, MJHS, and Navan hiring at this level now.
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Showing 5 of 11+ Mid Level Contact Center Specialist jobs
Company Description
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.
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.
Job 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.
Qualifications
Education: Possession of a Bachelor's degree from an accredited college or university.
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.
Additional Information
- 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.
Company Description
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.
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.
Job 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.
Qualifications
Education: Possession of a Bachelor's degree from an accredited college or university.
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.
Additional Information
- 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.
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Mid Level Contact Center Specialist Jobs: Frequently Asked Questions
How do I get a mid level contact center specialist job?
Position your experience around ownership and results, not just task completion. Highlight metrics like customer satisfaction scores, first-call resolution rates, or process improvements you drove directly. Tailor your resume to show that you have handled escalations, contributed to training, or led small initiatives. Employers at this level want evidence that you can operate independently and add value beyond the basics.
Which companies hire mid level contact center specialists?
Companies hiring mid level contact center specialists right now include Intuit, MJHS, and Navan, based on current listings on Migrate Mate as of September 2026. At this level, hiring comes from a broad mix of large enterprises with established contact center operations and growth-stage companies building out dedicated customer experience teams.
Are there remote mid level contact center specialist jobs?
Yes, remote and hybrid options are widely available at this level. About 20% of mid level contact center specialist openings are remote or hybrid as of September 2026, reflecting how extensively this function has shifted to distributed work. Roles that require on-site presence tend to involve hands-on team coaching or specialized equipment.
How do I move up to a mid level contact center specialist role?
Getting to mid level means building a record of consistent performance and then taking on progressively broader responsibility. Focus on mastering core call handling and quality metrics first, then volunteer for cross-training, mentoring newer colleagues, or leading a small process improvement project. Demonstrating measurable impact, such as improving a queue metric or reducing handle time, signals readiness for mid level ownership.
Which industries hire the most mid level contact center specialists?
Mid Level contact center specialist roles concentrate in Technology & Software, Healthcare & Medical Services, and Fintech, based on current listings on Migrate Mate as of September 2026. These sectors maintain high-volume customer interaction needs and tend to invest in experienced specialists who can handle complex cases, reduce escalations, and contribute to continuous improvement efforts.