Utility Billing Operations Manager (Mon-Thurs)

Description

When you come work for the City of Coconut Creek, although you're assigned an employee number, you're not treated like one. With an average of 10 years of service (some as many as 30-plus!), our employees know they can transform their careers in Coconut Creek, the "Butterfly Capital of the World." Today you may be applying to our Utility Billing Operations Manager position, but tomorrow that role could lead to anywhere you want to go! And in the days, months and years in between, you'll be treated like family and invited to participate in fun events like Public Service Recognition Week, Halloween costume contests, wellness fairs, meditation sessions, chair massages, charitable causes, and so much more!

The City of Coconut Creek has been spotlighted as one of the "Best Cities to Live in America" by Money Magazine and a Top Ten Place to Live in Florida by Movoto and NerdWallet. We've been awarded the Honorable Culture of Well-Being by Cigna and ranked #7 Healthiest Employer to Work For in the medium-sized company category by South Florida Business Journal. Our City is home to the Seminole Casino Coconut Creek, Butterfly World, and the Coconut Creek Promenade. Every one of our business owners and 58,000 residents rely on our awesome 450+ employees. Are you ready to be one of us?

If you are interested in making a difference in the lives of others and serving the public; if you are innovative, progressive, dedicated, and looking for a workplace where you belong, consider applying to join our Coconut Creek family.

GENERAL PURPOSE:

This is a Civil Service position, which is exempt from the overtime provisions of the Fair Labor Standards Act, and is responsible for all the Utility Billing Division functions and processes. Under general direction from the Assistant Director of Finance and Administrative Services, the employee performs professional level work of considerable complexity. Employee typically manages a small to mid-size group of associate and technical employees and is responsible for planning, directing, administering, managing, and participating in the daily operations, staffing, and activities of the Utility Billing Division. Employee must exercise considerable initiative and sound judgment under minimal supervision. Work is evaluated through observation, conferences, oral and written reports, and through results obtained.

Hours of Work: Monday through Thursday 7:00 A.M. to 6:00 P.M.; Days and hours are subject to change

Salary: 78,083.20 - $99,569.60, Depending on qualifications

The ideal candidate must be able to thrive in a fast-paced, dynamic, and ever-evolving work environment and should possess the following:

• Experience managing and maintaining the integrity and effective operation of all billing functions and associated information technology systems

• Strong working knowledge of computer systems, including the ability to learn and effectively manage the back-end processing of various billing systems

• Ability to independently research, analyze, and apply all federal, state, and local laws, rules, regulations, and policies and procedures relating to utility billing

• Experience with independently undertaking and completing special projects

• Ability to work with tight deadlines with attention to detail and a high level of accuracy

• Ability to think independently to resolve issues or improve processes through effective use of knowledge base, research, and professional judgement

• A can-do attitude with experience managing the daily operations of a $20+ million organization

• A blend of proven technical and analytical skills

• Ability to motivate a team and understand customer needs

Essential Duties and Responsibilities

EXAMPLES OF ESSENTIAL FUNCTIONS:

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the classification. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Manages and maintains responsibility for the integrity and effective operation of all utility billing functions and associated information technology systems, including billing, meter reading, cashiering, customer service, account maintenance, and collections functions

• Manages the utility billing process, including but not limited to, generating bills and statements, editing and verifying the billing register, updating journals and other system reports for each cycle, compiling, inputting, and analyzing data for billing activities, adjusting accounts as appropriate, and negotiating and managing contracts with several third party service providers to include printing and mailing contractor, credit card processing companies, banking partners, and software vendors

• Manages the meter services process, including but not limited to, overseeing timely entry of meter readings, data upload and download of meter reading devices, overseeing the contract for meter reading functions for billing, analyzing meter reading input for accuracy, and coordinating with the Utilities and Engineering Department as necessary to resolve issues

• Manages the payment collection process, including but not limited to, the collection of payments from customers through all mediums, the depositing and cashiering functions, and monitoring internal control systems for all cash receipting

• Establishes and maintains a customer service focus within the Utility Billing Division and the City, including but not limited to, explaining City policies and procedures related to utility services and billing procedures to customers, addressing customer complaints or requests, receiving and verifying data about customers and accounts, and handling extremely difficult customer situations involving account disputes, collections, and water turn-offs for delinquent accounts

• Ensures proper maintenance of account and service records, ensures proper system maintenance for utility accounts, and performs General Ledger reconciliations and audits

• Manages the collections process to ensure past due balances are paid in a timely manner, and oversees the lien inquiry process and negotiates and manages the collections contract

• Develops, implements and manages priorities, goals and objectives for all utility billing functions

• Develops, documents, administers and updates internal policies and procedures related to utility billing to ensure proper internal control and efficient processes that emphasizes data and procedural accuracy, integrity and security

• Develops methods to ensure compliance with all laws, regulations, policies, and procedures

• Stays abreast of new trends, innovations, and technological advancements in the utility billing field, analyzes all utility billing functions and processes, and designs and implements process improvement strategies for enhancing effectiveness and efficiency

• Oversees major utility billing projects, including implementing innovations in the areas of meter reading (for example, implementing Advanced Metering Infrastructure, or AMI), interactive online systems, etc.

• Maintains related technology, including but not limited to, coordinating with the Information Technology Department to upgrade, enhance, and troubleshoot the Utility Billing software (including work order system); works directly with the software vendor and other departments to resolve issues; revises procedures to conform to computer program changes; maintains and updates system reference tables and rules as needed; maintains the Utility Billing web page on the City's website, and recommends and implements automation opportunities

• Manages and/or directs utility billing staff, including evaluating, managing performance and scheduling of personnel; gives input on hiring; and recommends disciplinary actions as needed

• Participates on the department leadership team in a variety of projects (not limited to Utility Billing), including but not limited to, strategic planning, budget administration, department training plans, reconciliations and various accounting projects, recommending and implementing goals and objectives, policies and procedures, and process improvements, preparing operational, analytical, statistical, and financial reports and reconciliations and performing operational audits as needed

• Serves as the subject matter expert for all Utility Billing functions

• Performs periodic audits and analyses of the Utility Billing System to ensure system integrity and to minimize any potential revenue loss

• Develops and works with staff to perform periodic audits of meters in the field to ensure accuracy of meter reads

• Works closely with the Utilities & Engineering Department to analyze water usage and identify any potential water loss

• Serves as the lead in coordinating any changes or updates to the entities and locations database

• Performs other duties as assigned and/or required

Qualifications

MINIMUM QUALIFICATIONS:

Bachelor's degree in accounting, business administration, public administration, or closely related field, supplemented by a minimum of four (4) years of verifiable work experience in utility billing or related activities, preferably with a governmental agency or with an agency that provides governmental utility services; at least two (2) years of supervisory experience is preferred.

Other comparable combinations of relevant experience, education, and skills may be considered at the City's sole discretion.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Working knowledge of principles and practices of billing operations, meter reading, customer service, collections, accounting and reporting

• Working knowledge of Enterprise Resource Planning (ERP) systems specifically in the area of billing, cash receipts, and work orders

• Knowledge of supervisory principles and practices, and the ability to coordinate technical and clerical staff activities effectively, including ability to motivate staff

• Exceptional skill in time management and organization

• Intermediate or advanced skill in Microsoft Office products (Word, Outlook, PowerPoint, and Excel) and the ability to learn new software quickly

• Intermediate or advanced skill in billing systems implementation and management

• Ability to independently analyze and interpret a significant amount of data in complex scenarios and apply procedures in accordance with regulatory guidance

• Ability to apply effective methods and techniques of excellent customer service

• Ability to draft, analyze, interpret, apply, and enforce applicable Federal, State, and local policies, procedures, laws, and regulations, including City and Finance Department policies and procedures

• Ability to independently identify issues, errors, and discrepancies and use critical thinking skills to arrive at solutions and process improvements

• Ability to prepare accurate utility billing related reports and analyses, with attention to details

• Ability to multi-task and manage multiple projects concurrently while working with tight deadlines and shifting priorities

• Ability to work independently on assignments with limited supervision, exercising personal initiative and making informed decisions based on established policies and procedures

• Ability to clearly communicate and understand information in English, both orally and in writing

• Ability to establish and maintain effective and cooperative working relationships with those contacted in the course of work, including dealing tactfully with the public in the resolution of difficult and contentious matters

• Ability to perform strategic planning, implement and maintain performance management techniques, and priority setting for a Billing Department

• Ability to regularly attend work and arrive punctually for designated work schedule

Supplemental Information

PHYSICAL REQUIREMENTS:

Depending on functional area of assignment, tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Tasks may involve extended periods of time at a keyboard or work station.

ENVIRONMENTAL REQUIREMENTS:

Tasks are regularly performed inside without potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature and noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gases or chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.

SENSORY REQUIREMENTS:

Some tasks require manual dexterity, in addition to visual and hearing acuity. Some tasks may involve identifying and distinguishing colors.