Treasury - Utility Billing Supervisor

General Purpose

The City of Idaho Falls Municipal Services/Treasurer is currently looking for a Utility Billing Supervisor. This position supervises the activities and operations of the Utility Office. The incumbent is responsible for ensuring utility operations are conducted efficiently and that billing and collection procedures are completed accurately and in a timely manner. The position performs complex and varied computer-based work related to utility billing and collections.

Works under the general direction of the Treasury Operations Manager and the City Finance Manager/Treasurer.

Provides supervision, training, and performance evaluation of assigned City staff.

Essential Functions

Supervises, plans, organizes, and manages the work of assigned Utility Office staff. Has responsibility for day-to-day office operations, including employee scheduling, workload distribution, workflow prioritization, and coverage planning. Provides direct supervision through hiring recommendations, training, performance evaluation, and corrective actions. Establishes office procedures, ensures compliance with City policies and labor standards, and maintains accountability for productivity, quality of work, and customer service outcomes. Conducts staff meetings, communicates expectations, and ensures a consistent, well-organized, and efficient office environment. Serves on the Utility Coordination Team and present at the City Utility Board Meetings as requested.

Coordinates with Idaho Falls Power and Public Works to develop, implement, and train staff on changes and improvements to utility billing services. Ensures accurate billing for City utilities, including electric, sanitation, water, wastewater, and fiber services. Oversees all billing activities, including extracting and approving meter readings, correcting errors, scheduling batch billing processes, and coordinating with outsourced vendors for statement printing and mailing. Supervises the printing and mailing of utility bills according to established schedules and resolves production issues as needed. Oversees billing adjustments and miscellaneous charges. Assists Idaho Falls Power, Public Works, and the Information Technology Division with automated meter reading software troubleshooting, updates, and performance issues.

Works with outside agencies to secure local, state, and federal funds to assist customers with non-payment and past-due balances, including compiling data and preparing required reports. Maintains monthly records of new services, meter installations and sizes, and services retired or disconnected. Oversees daily verification of service orders and new customer account setups to ensure accuracy and completeness.

Reviews and processes credit balances, including refunds and deposit refunds. Oversees collection efforts for delinquent utility accounts and monitors non-payment shutoffs. Reviews final pre-bill and exception reports to ensure billing errors are corrected prior to issuance. Processes bankruptcy accounts, final bills, and new account setups, including conducting research, preparing correspondence, and submitting claim documentation for amounts owed to the City. Recommends account changes and adjustments to the Treasury Operations Manager for review and approval. Processes utility billing transactions and reconciles billing activity with the general ledger.

Addresses customer service concerns and complaints in a tactful, calm, and professional manner, including defusing tense interactions with customers. Works collaboratively with Idaho Falls Power and Public Works to deliver high-quality customer service. Answers phones, meets with customers in the Utility Office, and prepares, reviews, and approves customer correspondence. Ensures the Utility Office provides prompt, courteous service and that customer complaints are resolved in accordance with City ordinances and policies.

Maintains a thorough understanding of City ordinances, regulations, procedures, and policies related to utility operations. Coordinates assigned activities with other departments and external agencies. Prepares accurate and timely financial and operational reports related to utility operations. Assists the Treasury Operations Manager with reports and data necessary for Treasurer’s Office operations. Participates in budget preparation by collecting data, conducting research, organizing materials, and making recommendations.

Utilizes utility billing software to analyze system-generated service data and historical consumption patterns to identify billing irregularities. Assists Idaho Falls Power and Public Works in investigations involving meter tampering or power theft. Generates service orders for meter replacement when necessary. Identifies opportunities to improve efficiency through streamlined processes and enhanced work methods, communicating improvements to staff and the public. Works closely with Information Technology Business Intelligence Analysts on programs and software initiatives.

Performs related duties as required.

Minimum Qualifications

1. Education and Experience

• Bachelor’s degree in business administration or a related field; and
• Four (4) years of progressively responsible experience in utility service work, including at least two (2) years in a lead or supervisory role;
  or
• An equivalent combination of education and experience.

2. Knowledge, Skills, and Abilities

Considerable knowledge of utility billing practices, procedures, city ordinances, and city utility service policies. Knowledge of advanced bookkeeping for municipal utility accounts, high-level customer service operations, and government accounting principles and practices. Proficiency with personal computers, utility billing systems, and standard office software. Strong verbal and written communication skills and supervisory techniques.

Ability to use standard office and computer equipment, including word processing, database management, spreadsheets, and email. Ability to utilize and train others on online utility billing systems. Ability to interpret and comply with complex laws, ordinances, regulations, and guidelines. Ability to prepare clear and accurate written and oral reports. Ability to communicate effectively with employees, customers, vendors, and the public. Ability to handle complaints and difficult situations professionally and exercise sound judgment and discretion. Ability to plan, assign, evaluate, train, and supervise staff; coordinate work with other departments and agencies; and develop and implement goals and objectives. Ability to establish and maintain effective working relationships.

3. Special Qualifications

Must possess a valid Idaho State Driver’s License.

Work Environment

Work is performed in a typical office environment with appropriate climate control. Duties involve minimal physical exertion and may include walking, standing, sitting, reaching, stooping, and light lifting up to 50 pounds. Essential functions require talking, hearing, and seeing, along with standard eye-hand coordination and finger dexterity. Mental demands include attention to detail, emotional stability, analytical thinking, and creative problem-solving. Periodic travel may be required in the normal course of job duties.