Utility Accounts Supervisor

Behind every bill, every service connection, and every customer interaction is a team working to keep Cary running smoothly. Now we’re looking for a Utility Accounts Supervisor who can lead that effort, balancing people, processes, and technology to deliver exceptional service every day. 

Every interaction shapes a resident’s experience with us. In this role, you’ll lead the team responsible for delivering timely, accurate, and empathetic service while ensuring the systems and processes behind the scenes are efficient, secure, and reliable. This is more than a supervisory role. It’s an opportunity to shape how a growing community experiences essential services, from their first account setup to resolving complex issues with care and precision.

If you're a leader who thrives in a fast-paced, service-oriented environment and enjoys improving both people and processes, we invite you to bring your expertise to Cary and help deliver exceptional utility services to our community.

Responsibilities

• Supervises and coordinates workload and schedule to ensure adequate resourcing for all aspects of utility accounts, including start and stop services, account adjustments, managing the daily case load from the citizen advocacy group, 311, and serving as back-up support for 311;
• Resolves issues and answers customer questions by researching complex account issues and discrepancies; may require simultaneously accessing and analyzing data from multiple systems including the customer information system, geographical information system, work order system, advanced meter reading system, meter data management system, customer service system for hourly meter reading data, and/or customer service online bill payment system; may include customer site visits;
• Coordinates customer service and accounts activities using a thorough knowledge of billing, field work, Public Works/Utilities, and Technical Services programs; builds cross-functional relationships to resolve cases and execute effective customer service;
• Works with the Water Resources and Public Works groups to coordinate water audits, leak repairs, and meter testing; may attend meter testing with the customer;
• Oversees proactive customer management and notification for continuous and/or high water usage;
• Serves as the Aquastar System Administrator for the online customer portal, manages the usage alert reports, changes rates annually, assigns users, coordinates with IT on system issues and programing changes;
• Serves as the System Administrator for DigiPay, the online payment system through Paymentus (third party vendor), to oversee electronic payment processing and resolve system issues; 
• Participates in system changes and new system implementations which directly impact customer service and collections (i.e. Central Square (Naviline), Salesforce, Aquastar, Sensus Logi, Docusign, Paymentus, Online Information Services (credit check), Cisco Webex call center, Oracle Fusion Cloud and CCS, RevSpring (print vendor), Wells Fargo EBOX/LOCKBOX payment data transfer, Remitco decisioning);
• Oversees the Oasis program, administered through a partnership with NeighborUp, to assist customers facing a financial hardship; generates invoices, processes and reports monthly payments; 
• Develops and implements changes in customer service procedures; evaluates, designs, and implements systems to ensure strong internal controls;
•  Coordinates with the Citizen Information and Outreach Office to provide updates to customers concerning rate or service changes, customer service procedures, and policies; 
• Coordinates with accounting staff on banking procedures, internal controls, and legislation updates involving cash collection and bank deposits; performs daily postings of all payments for utility accounts and collection areas;  
• Processes encumbrances and payments for third party vendors for the unit;
• Prepares and presents monthly management reports on performance metrics to the Financial Operations Manager;
• Evaluates and recommends changes to policies, standard procedures, and systems to improve customer service, improve efficiency of work, ensure strong internal controls, and maintain high levels of data security and confidentiality; works with staff to implement changes;
• Trains staff on policy and procedures, software, and equipment; responsible for the creation and revision of manuals, job descriptions, and standard procedures for the unit; designs and implements work accountability standards for subordinates;
• Ensures adherence to records management guidelines;
• Ensures business continuity for customer service areas through holidays, absences and all operations statuses;
• Conducts interviews and is involved in the selection and hiring of utility accounts staff; performs staff evaluations and resolves personnel issues; coordinates, plans, and leads employee and team meetings;
• Serves as backup in the absence of the Revenue Operations Supervisor;
• Performs other job-related tasks as required.

Qualifications

• Combination of education and experience equivalent to a bachelor's degree in business or accounting with significant experience in supervision, customer service, and collections
• Preference for candidates with experience in utility customer service

Key Knowledge, Skills, and Abilities

• Strong knowledge of cash management, banking practices, internal controls, and collections;
• Must have significant experience with billing and collection database systems; must be able to train others in these systems
• Must have the ability to communicate effectively with staff and customers, and anticipate customer needs; experience supervising customer service groups is strongly preferred
• Should be well-organized with strong management level decision-making skills and the ability to motivate others
• Must be highly productive, innovative, and proactive
• Must have strong personal computer skills including the use of word processing, spreadsheet, and presentation software