Utilities Business Manager

JOB TITLE: Utilities Business Manager

JOB STATUS: Exempt Position

GENERAL DESCRIPTION OF WORK PERFORMED:

Directs and manages the daily operations of the Customer Service Department for the Authority. Provides leadership, oversight, and administrative management for customer service operations, utility billing, and accounts receivable functions. Responsible for ensuring the efficient and accurate administration of customer accounts for water, sewer, and related utility services. Duties include, but are not limited to, supervision of customer service personnel, oversight of billing and collections processes, coordination of service requests, financial reporting related to customer accounts, and implementation of policies and procedures that support the Authority’s financial and operational objectives. This position works closely with the Finance Department to ensure accurate billing, proper handling of public funds, compliance with policies, and delivery of professional customer service to the public.

ESSENTIAL DUTIES & RESPONSIBILITIES

· Supervises and coordinates the activities of the Customer Service (Utilities Billing) Department.

· Provides leadership, training, and performance management for customer service staff, including input on hiring decisions and preparing and conducting performance evaluations.

· Manages online payment systems, auto-draft and electronic billing, and credit card processing.

· Oversees the preparation, review, and processing of utility billing ensuring accuracy and timeliness.

· Monitors customer accounts, payment processing, and accounts receivable functions to ensure compliance with Authority policies and financial procedures.

· Responds to escalated complaints and questions from the general public regarding service needs and resolves complex billing or service issues either by phone, in person, or online.

· Reviews and approves account adjustments, payment arrangements, and other account actions in accordance with established policies and procedures.

· Monitors account receivable aging, delinquent accounts, and collection activities and coordinates with the Finance Department regarding financial reporting and collection strategies.

· Oversees the balancing of payment drawers, verifies daily receipts, and oversees preparation of deposits and electronic payment reconciliation.

· Evaluates usage and consumption trends and ensures the accuracy of meter readings and billing data through periodic review and coordination with field operations staff.

· Responsible for preparation of reports, audits, and documentation related to billing, billing trends, revenue collections, customer accounts, departmental performance, and customer service operations for review by the Director of Finance.

· Responsible for development, implementation, and enforcement of policies, procedures, and improvements related to utility billing and customer service operations.

· Assists in development and monitoring of the utility enterprise fund budget.

· Coordinates service orders and customer service activities with JCUA’s Retail Department.

· Any other duties as assigned.

DESIRABLE EDUCATION AND EXPERIENCE:

1. Bachelor’s degree in Business Administration, Accounting, Finance, Public Administration, or related field is preferred.

2. Minimum five (5) years experience in customer service, billing, or utility business office operations is preferred.

3. Supervisory or management experience is preferred.

4. Water and sewer utility experience or municipal utility billing experience is a plus.

5. Working knowledge of Microsoft Excel, Word, and utility billing software is preferred.

6. Knowledge of governmental accounting practices and utility billing procedures is desirable.

SPECIFIC JOB REQUIREMENTS MAY INCLUDE BUT ARE NOT LIMITED TO:

· Strong leadership and organizational skills.

· Ability to communicate effectively with co-workers, public officials, and the general public.

· Extensive computer and software experience required.

· Ability to evaluate and analyze financial and billing records.

· Must be able to maintain confidentiality when handling financial and customer information.

· Must be able to lift and carry light loads.

· Must be able to sit for extended periods of time.

· Must be insurable on Authority’s auto insurance policy.

· Must maintain a residence which allows reasonable response time.

· Must not be barred in any way from handling public funds.

REPORTS TO: Director of Finance

Pay: $54,000.00 - $81,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $54,000 - $81,000