Directs and supervises the operations of the Customer Service, Technology, Meter, and SCADA divisions within the Water & Sewer Department. 


Education, Training, and Experience: Bachelor’s degree in Business Administration, Public Administration or a closely-related field supplemented by six (6) years of progressively responsible administrative experience in utilities, four (4) years of which shall be acquired in a supervisory/management capacity, or an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.  Requires good communication, planning, organization, and interpersonal skills.  Must be able to think critically, act decisively, analyze data, solve problems, and take initiative.  Requires the ability to collaborate in a team environment.  Requires the ability to work under pressure with a high level of stress.  Experience using Naviline software is preferred.  Experience in the field of water and wastewater utility management preferred.

 Licenses and/or Certifications: Requires a valid driver license.


Performs personnel management functions (i.e. interviewing, hiring, training, employee recognition, performance appraisals, accountability, disciplinary actions, etc.).

Motivates, inspires, coaches, supports, and provides leadership and guidance to staff; effectively and professionally diffuses tense situations and manages conflict.

Participates in the design, testing, and implementation of new or upgraded software and changes to customer utility bills; collaborates and communicates with the Okaloosa County Information Technology department regarding technology initiatives and purchases.

Performs contract administration; reviews and approves credit card transactions, invoices, and purchase requisitions.

Creates, reviews, and maintains reports; provides statistical data, identifies and corrects deficiencies, and ensures proper customer account billing and maintenance.

Provides information to customers concerning billing issues and interpretation of ordinances; responds to and resolves escalated and/or sensitive customer inquiries or complaints.

Prepares and monitors the operating budgets of the Customer Service, Technology, Meters, and SCADA divisions.

Administers and enforces the provisions of the Okaloosa County Water & Sewer Ordinance.

Consults with vendors, representatives, and related entities for the purpose of reviewing, evaluating and purchasing products and services.

Responds to public information requests; maintains public records.

Responds as needed before, during, and after declared local emergencies.

Performs other duties as assigned.


Physical Requirements: Requires the ability to operate standard modern office equipment.  May require the ability to exert up to 20 pounds of force occasionally to lift, carry, push and pull or otherwise move objects.  May require some bending, stooping, and twisting.  Requires periodic walking and standing.  Physical demands are essentially those of sedentary work.

Language Ability:  Requires ability to read a variety of records, reports, policy and procedure manuals, codes, professional journals, etc., in moderately complex to highly technical terminology.  Requires the ability to read, interpret and develop specifications.  Requires the ability to prepare forms and reports using prescribed formats, and adhering to all rules of grammar, spelling, diction and punctuation.  Requires the ability to communicate effectively in Standard English and in the various professional languages relevant to the work.

Intelligence:  Requires the ability to apply principles of logical and scientific thinking to define problems, collect data, establish facts and draw valid conclusions; to interpret a variety of technical instructions in written, mathematical or diagrammatic form; to make independent judgments; to acquire knowledge of topics related to primary occupation.  Requires the application of moderate to long range planning principles and techniques. Requires the application of principles of influence systems and synthesis functions.

Numerical Aptitude:  Requires the ability to add and subtract totals, multiply and divide, use decimals and calculate percentages; compute discount, profit and loss, ratio and proportion; interpret graphs.

Interpersonal Temperament: Requires the ability to deal with people beyond receiving instructions.  Must be adaptable to performing under moderate levels of stress, imposed by frequent deadlines, peak workloads, or public contact. Requires the ability to exercise consistent tact and courtesy when in frequent contact with various professionals, county staff, and the general public.

Effective: 3/13/2013

Revised:  2/4/2016, 3/09/2022, 01/23/2023