Assistant Utility Billing Manager

WORK OBJECTIVE

Provides supervision of Utility Billing operations and staff as directed by the Manager, including performing administrative, financial, accounting, record keeping, collection and customer service tasks and responsibilities.

Provides general information on utilities services, ordinances, policies, and procedures. Supervises and supports general office functions involving financial record keeping, balancing cash drawer against receipts received, filing of documents, and customer relations. Performs customer services such as receipt of payment for utility services, phone calls and answering questions on customer accounts. Work is performed under the general supervision of the Utility Billing Manager in accordance with established procedures.

ESSENTIAL FUNCTIONS

• Supervises Utility Billing Customer Service Representatives, including providing training on the proper application of department policies, procedures, and processes.
• Establishes new customer accounts, provides detailed information on customer account activity, and addresses customer inquiries and concerns related to account activity and adjustments.
• Assists Customer Service Representatives on various customer service responsibilities including answering utility-related inquiries at the front service counter and via the phone, posting payments (cash and check) for customer utility bills, preparing work orders, handling turn-ons/offs related to delinquent accounts, processing new meter sets, and scanning contracts and other daily documents for access upon request.
• Prepares final billing for closed accounts, mails customer refund checks, prepares customer delinquent reports for non-payment, works with the City Clerk for lien processing of unpaid balances, and processes in house collections and customer extensions for payment.
• Assists Manager in preparing meter-related reports, trial balance reports, and monthly exception listings for customer billing; researching and entering monthly meter readings; and other duties as directed.
• Coordinates and communicates with Utilities Field Operations Supervisors related to customer services, customer complaints, meter reading, meter replacement program, impact fees, and service connections.
• Ensures department functions are performed with accuracy, completeness and compliance with established accounting procedures.
• Performs other tasks and responsibilities as directed, which are subject to change based on operational needs.

MINIMUM QUALIFICATIONS

• Bachelor?s degree in Finance, Accounting, Business or related field with four (4) years of customer service, billing, and cash handling experience and a minimum of three (3) years of supervisory experience in an office setting is required. An equivalent combination of education, training, and experience may also be considered.
• Experience with meter reading, Utility Billing, and complete bill fulfillment process is preferred.

Exceptions to the minimum qualifications must be reviewed by the Human Resources Director and approved by the City Manager prior to job offer.

KNOWLEDGE, SKILLS AND ABILITIES

• Builds and maintains positive relationships with diverse groups including all organizational levels and the general public, both on the phone and in person, while demonstrating professionalism, courtesy, and responsiveness.
• Ability to effectively and efficiently establish priorities, organize, and remain efficient and flexible in the performance of multiple tasks/priorities while completing all assignments in a timely manner.
• Ability to perform cash handling, including counting change back to customers, and demonstrate general knowledge of cashiering fundamentals and functions in order to apply concepts to practical situations.
• Excellent problem-solving and decision-making skills and the ability to demonstrate good judgement.
• Excellent verbal, written, and interpersonal communication skills, proofreading skills, clear and legible handwriting, and the ability to understand and follow oral and written instructions.
• Proven ability to provide exceptional customer service experiences including effectively dealing with all internal and external customers in a courteous, efficient, effective, and tactful manner while being able to successfully manage and deescalate challenging situations in a courteous and professional manner.
• Ability to maintain moderately complex records and prepare standard reports.

• Ability to handle and maintain confidential and sensitive issues requiring a high degree of discretion, diplomacy, and tact.

WORKING ENVIRONMENT/CONDITIONS

• Work is performed in an office setting with moderate noise levels and requires visual and muscular dexterity, close vision, hearing sounds/communication, hand/eye coordination, hand/arm movements, reaching, and handling/grasping/ fingering objects for extended periods while sitting, standing, and walking. Tasks also involve intermittent stopping; kneeling; crouching; bending; step climbing; and pushing, pulling, lifting, and carrying of light to moderately heavy objects weighing up to forty (40) pounds.

• Work is repetitive by nature and requires constant speaking and listening.
• May occasionally encounter hostile or aggressive behavior when asked to respond to a complaint.

The City of Winter Garden is an Equal Opportunity Employer. In compliance with Equal Employment Opportunity guidelines and the Americans with Disabilities Act, the City of Winter Garden provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.