Customer Services Coach (Supervisor) - Municipal Engineering and Development Services

Company Info
Union Sanitary District
Union City, CA, United States

Phone: 5104777513
Web Site:

Company Profile


Customer Services Coach (Supervisor) - Municipal Engineering and Development Services


Union City, CA 



Job ID:


Job Description:

Customer Service Coach (Supervisor)
Municipal Engineering and Development Services
 $164,639.70 - $216,089.74 annually
 USD is Building its Future – Join us and Build Yours, too! 
Are you passionate about protecting the San Francisco Bay? Are you looking for a place to grow and develop your skills, to have the opportunity to do meaningful work and serve your community?  Come join us! USD offers careers with a great work/life balance. 
The District has an immediate opening for a Coach for the Customer Service Team (CST), in our Technical Services Workgroup.  The CST Coach is a Mid-Level Manager who plans, organizes, supervises, and directs the District's Customer Service (CST) team.  The CST Coach directs the work of staff engaged in plan review, permitting and inspection activities for new construction of sanitary sewers, including new laterals and sewer lateral repairs; participates in the updating of the sewer cost of service analysis and annual sewer services billing process and is responsible for the updating and administration of the Capacity Fee Program.
The CST Coach provides technical and supervisory direction for the day-to-day activities of professional, technical and support staff. The CST Coach provides highly responsive administrative staff assistance to the Technical Services group and the General Manager and represents the District to outside groups and on various inter-agency projects.
The Organization
Union Sanitary District (USD) is an award-winning, innovative special district providing wastewater collection, treatment, and disposal services to the residents and business in the cities of Fremont, Newark, and Union City in the south-eastern San Francisco Bay Area.  We proudly celebrated 100 years of service to our communities in 2018.
The District’s service area encompasses 60.2 square miles with over 830 miles of underground pipelines. The District treats an average dry weather flow of 24 MGD and has a total average dry weather capacity of 33 MGD. USD serves 356,000 residents and over 3,000 commercial and industrial parcels.  The agency employs 142 staff.
USD is committed to providing exceptional service to its customers through the fulfilment of its Mission Statement, "To safely and responsibly collect and treat wastewater, and to recover resources from process waste streams, while protecting human health and improving the environment in a way that benefits the Tri-Cities and all USD stakeholders."
The District is a team-based organization. Team members have input into key decisions that affect their daily work lives. Employees at all levels participate on task forces and committees to address District-wide issues, resulting in increased cooperation among different disciplines and greater appreciation for each other’s expertise. All of USD’s teams strive to provide excellent customer service to both internal and external customers.

Examples of Duties

As the CST Coach, here are just a few of the things you will be working on: (For the complete job description, click here.)

  • Develops, promotes, supports and ensures compliance with District-wide, workgroup, and team safety policies and procedures.
  • Assists in preparing and implementing the team budget, forecasts revenues, authorizes, monitors and controls expenses.
  • Plans, assigns, and reviews the work of engineering, technical and support staff.
  • Develops and implements changes to standard specifications, fee ordinances, easements, and encroachment agreements.
  • Negotiate and obtains permits, easements, or other land use agreements for District construction projects and new development projects; participates in land acquisition/disposition; manages District land use records; coordinates annexations of property to the District’s service area.
  • Analyzes and evaluates bids on specifications for construction work and materials; provides construction management; interprets and enforces specifications, regulations, District policy and ordinances; reviews and approves change orders.
  • The CST Coach is responsible for updating the District’s Capacity Fee Study and administering the program in coordination with other key District staff and in consultation with the Executive Team.
  • Mentors CST staff in carrying out their responsibilities and assists staff in working effectively.
  • Trains, motivates and evaluates personnel, maintains discipline and high standards necessary for the team.
  • Serves as a resource to the Executive Team and the Board of Directors on technical and management programs.  Attends Board of Directors meetings and Board Committee meetings as necessary; prepares and presents staff reports and agenda items for consideration by the Board.
  • May manage technically complex and large capital projects, review design submittals prepared by consultants, outline scope of work, direct, coordinate and participate in special engineering, hydraulic, regulatory, feasibility and environmental assessment studies with District staff, governmental agencies, developers and consultants.
  • See the job description here for the full list of responsibilities.


Any combination of education and experience that would likely provide the required knowledge, skills, and abilities or as a Senior Engineer as indicated below is qualifying.  A typical way to obtain the knowledge, skills, and abilities would be the equivalent of:
Education and Experience:
Bachelor's degree from an accredited college or university with a major in civil, sanitary, or environmental engineering, or a related field, and ten (10) years of increasingly responsible experience related to planning, evaluation, design, construction inspection, and assessment of large sewerage systems, for pipelines or related facilities, with direct management of at least five projects is desirable.  Five (5) years’ experience in managing, supervising or directing the work of environmental professionals, construction inspectors, and administrative staff is required. A master’s degree is highly desirable.
Other combinations of education and experience may fulfill the requirements, at the discretion of the hiring manager.

Knowledge, Skills and Abilities:
You must have knowledge of:

  • Must have outstanding verbal communication and interpersonal skills. 
  • The District’s goals and initiatives and be able to communicate these goals.
  • Able to conceptualize and translate concepts into programs.
  • Excellent judgment in carrying out both technical and management responsibilities, addressing issues with integrity, fairness, and flexibility. 
  • Civil engineering principles, terms, practices, and methods applicable to wastewater utilities.
  • Wastewater treatment and collection and transport systems.
  • Principles of management administration.
  • Principles and practices of civil engineering as applicable to the planning, design, and construction of wastewater utilities including recycled water.
  • Principles and practices of construction methods and inspection techniques, including materials and equipment used in the construction of wastewater collection, treatment and recycled water facilities.
  • Environmental controls and the conduct of engineering projects.
  • Engineering capital project management techniques and methods.
  • Public contracting and contract management practices.
  • Budget preparation and administration.
  • Engineering mathematics through calculus and statistical analysis methods.
  • Plan, organize and direct an effective engineering and technical services program.
  • Effective employee supervision, training and personnel management, including work planning, assignment, review and evaluation, and the training of staff.
  • Employee relations concepts and methods including leadership, motivation, team building and conflict resolution. 
  • Modern office practices, methods, computer equipment and applications related to the work.
Licenses, Certificates, or Credentials and Other Requirements:
  • Must possess valid California registration as a Professional Civil Engineer.
  • Must possess a valid Class C California driver's license, have and maintain a satisfactory driving record, and be insurable by the District to operate District vehicles.
  • Must possess the physical characteristics to perform the critical and important duties of the job.
Additional Information

Apply online only at Job Opportunities - Union Sanitary District (  Please include a current resume.  First review of applications will be 8/11/22.

High scoring candidates will be invited to a Virtual Qualifications Appraisal Interview, to be held on Thursday, 8/18/2022.
Finalist Interviews are tentatively scheduled for the week of 8/22/2022.

You will be contacted regarding all phases of this recruitment via email, so please check your inbox for correspondence regarding next steps and results throughout the exam process. Please ensure that the email address on your application is correct and current before submitting your application.
Before appointment to the position the candidate must pass a criminal background check including reference checks, Live Scan, and DMV clearance.
Excellent Benefits:
 USD offers an excellent benefits package including:

  • CalPERS retirement 2.5% at 55 formula. (If new to CalPERS or not from an agency with reciprocity with CalPERS, the formula is 2% at 62 by pension reform law).
  • Medical, dental and vision insurance substantially paid for by the District for the employee and family.
  • Deferred compensation matching up to $3,050 per year.
  • Two weeks' vacation per year (increasing with longevity); Administrative leave of 40 hours per year, and 12 paid holidays per year., plus 2 Holidays of Employee's choice.
  • Short Term Disability, Long Term Disability and Life Insurance paid by the District.
  • Alternative Work Week Schedule.
  • Educational Reimbursement, Student and Computer Loan programs for non-probationary employees.
  • Retiree medical benefits up to $650 per month depending on years of service. 
Disaster Service Worker: 
Employees of Union Sanitary District are, by state and federal law, Disaster Service Workers. In the event of a declaration of emergency, any employee may be assigned activities which promote the protection of public health and safety or the preservation of lives and property either at the District or within the local, or your own community.
Candidates with a disability who may require special assistance in any phase of the application or selection process should advise Human Resources by mailing upon submittal of application.
Union Sanitary District is an equal opportunity employer encouraging workforce diversity.