Utility Billing Manager

Department: Utility Billing

FLSA Status: Exempt

EEO Class: Managerial

Position Overview

The Utility Billing Manager plans, coordinates, and manages operations of the Utility Billing Division. Ensures that all duties are complete in a timely manner and in compliance with City Ordinances and Policies. Prepares reports, interpreting billing data; designing and managing internal controls. Supervises utility billing staff, call center staff and customer service representatives. This position reports directly to the Director of Finance and Accounting.

Essential Job Functions

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Plan, develop, implement and organize departmental goals, functions, practices and policies.

• Directly deal with customers through various ways: face to face, by phone, by electronic mails responding to account and billing inquiries and adjustments, requests for service and other issues related to water utility services.

• Quickly identify and resolve issues that may be internal and/or external with a high level of customer service.

• Record the details of every action taken; as well as complaints, comments, and inquiries from customers, and maintain confidentiality of information.

• Completes work and projects in a thorough and timely manner with strong accuracy and attention to detail.

• Researches, recommends and implements improvements in billing practices, call center operations and customer service.

• Prepares special reports as needed for public officials, citizens, and other City departments.

• Recommend policy and ordinance changes.

• Manages overall office operations, including customer service, call center operations

and billing processes.

• Supervises all customer service representatives, call center staff and billing staff, including.

• Responsible for interviewing, hiring, training, evaluating, counseling, assigning work assignments, and reviewing work assigned.

• Approve/ make edits for time through Kronos.

• Responsible for establishing policy and protocol on monthly schedules for billing including read dates, dates to apply late fees, dates to send out delinquent courtesy call out, and dates to disconnect for nonpayment.

• Assist billing team staff with billing processes, if issues arise, to ensure bills are generated completely and accurately by a scheduled date.

• Approves all purchase requisitions and invoices for the department.

• Provide support to all staff and other departments, to include but not limited to the Legal Department and the Department of Finance and Accounting.

• Approves Adjustments on accounts for over/under reads, switched meters, taxes for tax-exempt accounts, late fees, and per legal as warranted.

• Learn all roles and functions within the Utility Billing Department, and be able to provide data, analytics and/or business reports as needed.

• Responsible for establishing and maintaining standard operations procedures for all utility billing roles and functions.

• All other duties as assigned.

Knowledge, Skills and Abilities

Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of management principles and practices, including program planning and analysis.

• Knowledge of basic computer applications using computer to prepare documents, data entry, and email.

• Knowledge of microcomputers, networks, communications, and business software applications.

• Knowledge of remittance processing and procedures and guidelines.

• Knowledge of meter reading systems.

• Basic clerical work including, but not limited to typing, filing, and organizing, record keeping, basic mathematics and accounting techniques.

• Ability to build, forecast and present financial reports as they relate to the billing department.

• Ability to supervise and manage employees within a multiple-task function.

• Ability to prepare written procedures and policies.

• Ability to interpret rules, policies, and procedures.

• Ability to work independently and make sound judgments.

• Ability to communicate effectively, both orally and in writing.

• Ability to tactfully resolve customer disputes and complaints.

• Ability to interact positively with the public via telephone and in person, and other departments within the City.

• Ability to establish and maintain cooperative working relationships.

• Ability to handle difficult and non-routine requests and inquiries.

• Ability to work effectively under pressure and with frequent interruptions.

• Possess exceptional organizational skills.

Education and Experience

Bachelor’s degree in finance/accounting with 4 years of related experience or an Associates degree in business with 10 years of related experience is preferred. Strong customer service, leadership skills and communication skills are required. Four years of customer service experience is required. A minimum of 4 years of experience in a utility billing and collections environment is preferred. A minimum of 4 years of supervisory experience is required. Must possess an equivalent combination of education, training and experience including proficiency in Microsoft Office software.

Required Licenses or Certificates

Must possess a Mississippi driver’s license.

Physical Demands and Working Conditions

Physical requirements include occasional lifting/carrying of 10 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting and kneeling to perform the essential functions. Working conditions are indoors.