Utility Billing Supervisor

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Coordinates and supervises administrative support personnel responsible for billing utility services: electric, water, sewer, stormwater, and garbage. Tasks include overview of utility meter reading validation process, billing for utility services and accounts receivables, customer service activities, and maintaining accurate records. Additionally, supports the implementation and management of billing and rate structures, ensuring efficient billing processes and excellent customer experience.

Applicants must submit a resume and cover letter.

ESSENTIAL FUNCTIONS:

• Oversees billing and collection functions.

• Verify billing process has run per schedule in a billing software system.

• Monitor billing, reading exceptions, payment tasks, cases, et…. to keep on track with service level expectations

• Set/manage billing calendar in billing software system and communications to other work groups, including Customer Care

• Directs and supervises assigned staff by providing professional guidance, maintaining good internal cash controls, assuring their organizational development, and encouraging them to work as a team in order to provide effective customer service.

• Maintains a detailed understanding of department policies and processes, billing rate structures, and utility service operations and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns.

• Maintains a detailed understanding of utility transactions' impacts on the general ledger in order to accurately verify the posting of all revenue received through the department's cash collection system.

• Ensures accuracy of day-to-day cash/payment postings to the Utility sub-ledger and related general ledger accounts; maintains good internal cash controls.

• Coordinates software upgrades with information technology staff and outside software providers (billing and meter reading software systems) to ensure the desired end result is achieved for correct and efficient utility and accounts receivable billing.

• Coordinates periodic audits with utility department staff and implements approved adjustments including communication to residential and commercial customers.

• Resolves escalated customer issues and complaints regarding utility policies, account billing discrepancies, service inconsistencies, and policy education.

• Analyzes and interprets consumption data, provides innovative options and services, and implements solutions.

• Recommends for hire, supervises, trains, and develops staff through a review of performance data, conferences, training and performance review.

• Assists in developing fair policies and procedures and ensures consistent administration with the goals of providing consistent service for all customer classes.

• Provides information to customers regarding events experienced by the utility to inform and educate customers.

• Explains ordinance and operation changes to customers.

• Coordinates all aspects of utility billing to ensure issues are handled in a prompt, accurate, consistent and professional manner.

• Develops Utility Billing/Meter to Cash "metrics" and reviews results to ensure high levels of customer satisfaction.

• Maintains sales tax exemption documentation, and audits records annually. assists staff with unusual or difficult problems.

• Performs other duties as assigned or required.

MINIMUM QUALIFICATIONS:

Education, Training and Experience Guidelines

Bachelor's degree from an accredited college or university with major coursework in business or public management or in a related field, Four (4) years of full-time work experience providing quality customer service in collections or similar work environment. Two (2) years of the required experience must have been in a lead or supervisory capacity.

One (1) additional year of the required experience may be substituted for each year (30 semester hours) of the required education up to a maximum of four (4) years.

Knowledge of:

• Water and electric utility billing experience is preferred.

• Rate structures with experience in electric rate structures, utility usage, and conservation methods

• Detailed understanding of rates, accounting, policies, operations, premise creation, etc.

• Supervisory and managerial techniques and principles.City and departmental practices, policies and procedures

• Customer service practices and techniques.

• Problem-solving techniques.

• City structure and ordinances

Skill in:

• Communicating effectively, both orally and in writing.

• Using computers and related software.

• Performing data analysis and problem solving.

• Planning and organizing work.

• Handling multiple tasks and prioritizing.

• Calculating services and rate classification for commercial, industrial, or residential applications.

• Establishing and maintaining effective working relationships.

• Reading letters from customers, office memos, manuals and reports; educational and leadership material for personal and professional development.

• Composing customer correspondence.

• Clarifying office policies, practices and procedures for customers

• Analyzing and interpreting meter readings and consumption patterns.

• Examining utility bills for customers and making decisions as to their correctness.

LICENSES AND CERTIFICATION REQUIREMENTS

Valid Class "C" Texas Driver's License

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching, crawling, bending, twisting, climbing, balancing, vision, hearing, talking, use of foot controls.

Hiring Range: $65,345.80 to $81,868.80, annually.

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Regular-Full time

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!