JOB SUMMARY

This position is responsible for managing billing operations in support of utility functions.

MAJOR DUTIES

• Manages and supervises the provision of billing; prioritizes and delegates tasks, provides resources and support to billing technicians in order to ensure quality work.
• Manages the disconnect process life cycle for Power and Sanitation Services including but not limited to prepare and distribute monthly and quarterly delinquency reports, issue non-payment disconnect work orders, send daily delinquency lists, and apply deposits, reconnection fees, service charges, and reinstatement fees in the ERP system.
• Develops and implements processes based on workflow and demand.
• Assists the billing department with adjustments, reversals, reviewing rate structures and bill verifications before scheduling disconnects and due dates.
• Coordinates weekly and monthly staff schedules.
• Advises customer service and finance of all reading dates, bill dates, due dates and disconnect dates through the use of a shared calendar and / or observable calendar.
• Prepares and assembles monthly sales tax and provides backup entry and payment information to finance to review and post.
• Prepares and assembles billing and consumption data for all annual reports, audit questionnaires related to billing and annual data for the MEAG report.
• Provides customer service and billing problem resolution with sensitive customer service-related issues.
• Provides leadership in training, growth and development; assigns, directs, supervises, coaches and evaluates performance of assigned personnel.
• Provides back-up support for any other customer service duties and responsibilities.
• Trains, assigns, directs, supervises, evaluates, and disciplines personnel.
• Update utility and property tax receivables to revenue.
• Performs other related duties.

KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of modern office practices and procedures.
• Knowledge of city and department policies and procedures.
• Knowledge of computers and job-related software programs, such as Microsoft Suite.
• Knowledge of city billing policies and procedures.
• Knowledge of customer service principles.
• Knowledge of supervisory principles and practices.
• Skill in prioritizing and organizing work.
• Skill in the provision of customer services and billing.
• Skill in the use and creation of data visualization tools and data analytics.
• Skill in problem solving.
• Skill in oral and written communication.

SUPERVISORY CONTROLS

The Customer Service Manager assigns work in terms of very general instruction. The supervisor will review completed work for compliance with procedures and tests for variances in the data.

GUIDELINES

Guidelines include city ordinances, the Customer Service Manual, and city and department policies and procedures. These guidelines are generally clear and specific but may require some judgment and interpretation in application.

COMPLEXITY/SCOPE OF WORK

• The work consists of varied supervisory, billing, and administrative duties. Resolving complex billing issues and the need for accuracy contribute to the complexity of the position.
• The purpose of this position is to assists in managing the provision of billing and customer service to taxpayers and customers. Successful performance ensures the efficiency and effectiveness of those services.

CONTACTS

• Contacts are typically with coworkers, other city employees, elected and appointed officials, landlords, business owners, charitable groups, customers, and the general public.
• Contacts are typically to exchange information, motivate people, resolve problems, and provide services.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed while sitting at a desk or table. The employee occasionally lifts light objects and distinguishes between shades of color.
• The work is performed in an office.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

This position has direct supervision over two Utility Billing Technicians.

MINIMUM QUALIFICATIONS

• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a high school education.
• Experience sufficient to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for two to three years.
• Experience sufficient to thoroughly understand the work of subordinate positions to be able to answer questions and resolve problems, usually associated with three to five years’ experience or service.