Utilities Billing Supervisor MC

Oversees, plans, coordinates, and supervises all related utilities billing operations and activities for the City of Rio Rancho. Prepares and analyzes reports; assists with budget and rate preparation; and performs a variety of routine and complex administrative, bookkeeping and clerical work.

Education / higher education:  Associate Degree in Accounting, Finance or related field.

Minimum number of years of directly related experience:  Three years in customer service, water or wastewater utilities administration, and/or enterprise fund management, to include one year of supervisory experience.  In lieu of a degree, incumbent must possess five years' experience. 

Education and/or experience preferences:  Bachelor's Degree in a related field.

Driver's License requirement:    Infrequent Driver -- Regular Driver's License     Required Endorsements:  None

Note -- For any driver, driving record must always meet City driving and insurability standards.

Required certifications, licenses or registrations:  None

Preferred certifications, licenses or registrations:  None

Knowledge:  City, District and Department procedures, policies and guidelines; City Code; Rio Rancho Revised Statutes.

Principles and procedures of statistical and financial records maintenance and retention, general billing bookkeeping, account handling, and auditing principles and practices. Operations and functions of financial databases. Principles and practices of effective project management, leadership, supervision and training. Supervisory principles; practices, and techniques and adult learning principles and techniques.

Skills:   Establishing and maintaining cooperative working relationships with coworkers and individuals in contact during the course of work; communicating clearly and concisely.

 Operating a personal computer utilizing standard software such as Microsoft Office and specialized software and standard office equipment; proficient typing and data entry; accurate billing management.    Maintaining composure and working effectively under stress and when dealing with irate or difficult customers; meeting deadlines.  Gathering facts and statistics, analyzing, concluding, and researching.

 Writing and implementing customer service procedures and policies.  Providing customer service.  Creating various financial reports and billing statements.

Abilities:  Respond to inquiries or resolve complaints and disputes from staff regarding billing, customers, regulatory agencies, or members of the business community; Write project reports; Define problems, collect data, establish facts, and draw valid conclusions. Ability to respond to inquiries or resolve complaints and disputes from staff, customers, regulatory agencies, or members of the business community.

Interaction with Groups/Agencies/Entities:   Internal:  Works with the Utilities Director, Utilities Services Division Manager, Utilities Specialists, Utilities Services Field, and the department Accounting Manager.

     Works closely with the contract operator and Engineering staff.  External: Works with contractors, government agencies, consultants, and the general public on water and wastewater accounts, resolves escalated complaints, and assists with new development projects.  Presents a friendly, courteous image for the City to the general public, customers, and public officials.

The following functions and/or supervision of them are typical for this position.  The omission of specific functions does not exclude them if the work is similar, related or a logical assignment for this position.   Other duties may be required and assigned.

• Supervise Utilities Department billing/specialist staff; assist with selection, direction, evaluation of work performance and completion of job duties.

• Analyze and improve operations. Implement new processes and policies and workflow. Identify and implement technology, quality control procedures and other efforts to streamline work processes.

• Participate in the analysis of utilities billing related business processes and software systems, initiate identified improvements. Assist in the testing and implementation of new or upgrade of existing software systems and provide training to staff.

• Oversee daily billing activities, prepare reports, assist Utilities Billing Specialists and other assigned staff.

• Facilitates the collection of delinquent utilities accounts, including preparation and mailing of final notices, shut off and turn on orders.

• Investigate and resolve the more difficult customer concerns and complaints. Assist staff in resolving less difficult customer concerns and complaints.

• Respond to more complex customer issues and inquiries.

• Organize and implement the billing activities, produce weekly, monthly, and annual reports.

• Train and coach utilities billing staff and specialists; maintain and update procedure manual.

• Support the City's policies, goals and objectives and work with management and other staff to ethically achieve such goals and objectives; ensure compliance with safety procedures.