JOB
This position will provide daily supervision for post-billing and premise-related processes and procedures. The supervisor will ensure the service delivery, performance standards and workload targets are met. The supervisor oversees all billing functions, including the loading of meter reads and accounts. This position certifies the accuracy of those bills. The daily task includes coaching and developing employees, ensuring customer account adjustments and premise management processes are timely and accurately processed to ensure bills are generated as intended based on customer type. This position will ensure employees adhere to departmental policies, procedures, and processes; ensure customer conflicts and escalations are resolved and communicated to the identified parties. Collaboration with internal City of Midland stakeholders to ensure post billing activities are correctly processed promptly and are maximized across divisions and departments. Serve on various projects as it relates to meter to cash functionality. This position will develop, revise, and implement standard operating procedures, policies, and practices. Create and prepare performance measures, goals, tracking tools, and reports for management review.This position is also responsible for coordination and communication between the metering department and other related departments such as billing, customer service, and associated city departments to ensure meter reader processes are functioning efficiently.
EXAMPLE OF DUTIES
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.Primary Responsibilities: Verifying the calculation of customer bills and processing of statements.Assists with hiring process & responsible for coaching and training personnel on all aspects of billing and metering processes.Responsible for completing performance reviews, counseling, performance improvement plans and recommending disciplinary action for direct reports.Prepares staff schedules, approve & monitor leave requests to ensure adequate coverage, backs up duties when needed.Promote open communication with direct reports to enhance teamworkAssists staff with escalated issues regarding billing processesCoordinates billing dates with read and due datesUpload meter reads from remote computer to in-house systemRun various monthly reports and analyze resultsHandling escalated customer complaints and inquiries.Coordinate and create a monthly meter reading calendar & publish accordinglyManage Service Orders, SO reporting, and completion expectationsEnsure meter readings are completed in a timely manner to ensure billing deadlines are not negatively impacted. Process and resolve metering exceptions reported by meter readers.Understand processes, suggest enhancements for efficiencies, and trouble shoot issues as needed.Back up Billing Specialists as necessaryResponds to customer inquiries regarding meter reading schedule, billing, how meters are read and other customer service-related matters
SUPPLEMENTAL INFORMATION
This position requires an understanding of metered services and ability to investigate issues contributing to abnormal usage. Strong analytical skills, a sense of urgency, ability to problem solve and define a resolution are a must. This position must maintain professionalism, be approachable to staff, customers, and vendors. This position will be responsible for retrieving, verifying and presenting billing data to upper management, consulting agencies, and internal staff.Experience and Training: High school diploma or GED is required. At least six months of advanced study or training at a community college or a vocational, business, technical, or correspondence school is preferred. Five (5) or more years of experience in utility services or in a similar position.Priority will be given to candidates who have experience with the following systems: Northstar and Neptune 360