Under limited supervision, plans, directs, and manages the activities of staff engaged in utility billing, cashiering, and related customer service functions.

ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Factors such as regular attendance at the job are not routinely listed in job descriptions, but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

• Supervises staff; plans, prioritizes, and assigns tasks and projects; monitors work, develops staff skills, and evaluates performance; provides technical guidance, assistance, and training; meets regularly with staff to discuss and resolve workload and technical issues; develops work plans; assures required deadlines are met; reviews work and verifies the accuracy and efficiency of work activities.
• Must have a high level of interpersonal skills to handle sensitive and confidential situations with both internal and external customers.
• Supervises billing staff in preparation of accurate and timely billing.
• Reviews billing adjustments prior to the generation of customer bills.
• Prepares meter unread and tamper reports monthly.
• Oversees the process of delinquent, disconnects, and account transfers.
• Assists in the hiring, training, and evaluating performance of staff.
• Accomplish staff results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job performance; and implementing and enforcing systems, policies, and procedures.
• Handles accounts with “out of the ordinary” issue(s) (e.g., vacant property with consumption).
• Supports the relationship between the City of Galveston and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; maintains confidentiality of work-related issues and City information; and performs other duties as required or assigned.
• Employees may at any time be required to work in order to provide for the safety and well-being of the general public, including the delivery and restoration of vital services, in the event of an emergency.

KNOWLEDGE AND SKILLS:

Knowledge:

• City organization, operations, policies, and procedures.
• Principles and practices of utility billing.
• Principles and practices of government accounting.
• Laws, ordinances, rules, and regulations governing utility billing operations.
• Principles and practices of effective employee supervision.
• Principles and practices of effective customer service.
• Principles and practices of project management.
• Business and personal computers; word processing and spreadsheet software; and other general office equipment and computer applications.

Skill in:

• Ability to multi-task, establish priorities, and work independently.
• Managing situations requiring diplomacy, fairness, firmness, and sound judgment.
• Building effective work teams and providing efficient customer service.
• Understanding and applying City policies and procedures, and applicable federal and state regulations.
• Explaining City policies and procedures.
• Managing staff, delegating tasks and authority, and providing coaching to improve staff performance.
• Establishing and maintaining cooperative working relationships with all levels within the City.
• Communicating effectively verbally and in writing.

MINIMUM QUALIFICATIONS:

High School Diploma or equivalent; AND five years’ experience in utility billing operations. Intermediate computer processing skills in Microsoft Office.

LICENSE AND CERTIFICATION:

A valid Texas Driver’s License.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

Work is performed primarily in a standard office environment.