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http://www.moline.il.us/109/Employment Under the direct supervision of the Assistant Director of Finance, manages and coordinates the activities of the Utility Billing and Customer Service division in support of policies, goals and objectives established by the Finance and Utilities Departments by performing the following duties personally or through subordinate employees. Work is performed exercising independent judgment within the guidelines of established policies and goals. Manage utility billing activities, including issuing and interpreting work orders and assigning same, overseeing monthly customer utility billings, adjustments, and delinquency processing, and promoting accurate internal and external communications. Co-manages customer service within the Finance Department with the Budget & Revenue Manager. Plans, prioritizes, assigns, supervises, and reviews the work of staff responsible for performing duties in support of the Utility Billing division. Establishes staff schedules and methods for providing services; identifies department needs and reviews with Director of Finance; allocates resources accordingly. Promote a cooperative relationship between the Finance Department and Utilities Department to provide uniform and superior customer service to utility customers. Work cooperatively with Finance Department managers to ensure management coverage and timely preparation and completion of tasks assigned by Directors, including, but not limited to, status and information reports, internships, and Council agenda items. Responsible for the research and recommendation of possible revisions to municipal code related to utility billing; oversee and participate in the development of forms and processes utilized to address various issues. Support accounting and budgeting functions for three Utility Funds. Prepare analyses of activities, costs, operations and forecast data to determine progress toward stated goals and objectives and report findings to Director of Utilities. Hire, transfer, suspend, lay off, recall, promote, discharge, direct, evaluate, reward and discipline employees; work with employees to correct deficiencies; adjust employee grievances; or recommend any of these actions. Provides or coordinates staff trainings as needed. Develop standardized operating procedures consistent with the municipal code of ordinances, policies and procedures, and parameters set by the Director to improve the efficiency of subordinates, and ensure documentation is up-to-date. Ensure timely, accurate and complete billing of all utility billing revenues, as well as timely and accurate requests for services and information. Ensure the proper processing of delinquent accounts in accordance with established policies and procedures. Create, maintain, retrieve, ensure strict confidentiality, and destroy utility billing records and files as required by law. Acts as primary contact for water meter reading software and billing software with outside vendors. Prepare timely and accurate reports for management and other city departments. Ensure duties assigned are carried out in compliance with local, state and federal regulations and laws and conformance to acceptable standards and practices. Other duties may be assigned. Training and Experience Bachelor's degree from an accredited college or university with a concentration in accounting, finance or a related field, two (2) years progressively responsible supervisory experience; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Three (3) years of hands-on customer service experience required. Previous experience with utilities accounts receivable software preferred; experience with CentralSquare Technologies software is a plus. Knowledge, Skills and Abilities Broad knowledge of the ordinances, policies and regulations that impact the work performed; generally accepted practices in customer service; water meters and metering systems; generally accepted office procedures, practices, systems and equipment; general computer operations; and knowledge of governmental accounting procedures in accordance with the Governmental Accounting Standards Board (GASB). Mastery of customer service and maintaining effective working relationships; dealing with the public tactfully and courteously, and working harmoniously with other employees; excellent skill in typing, data entry, maintaining filing systems, arithmetic calculations and operating office machines with good accuracy and speed to satisfy departmental needs; verbal and written communications, exceptional skill in the use of Microsoft Office, Arc-GIS, maintenance management, and meter reading.. Ability to maintain absolute confidentiality of the materials and situations encountered on the job; apply accounting principles and procedures to the accounts receivable function; perform detailed work involving written and numeric data; make arithmetic calculations rapidly and accurately; plan and organize work using various inter-related software applications; give work instruction to others; exercise sound judgment in making decisions in accordance with ordinances, regulations and established departmental policies; solve practical problems; and demonstrate leadership and integrity in all work interactions. Licenses, Certification and Registrations Valid driver's license or equivalent. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear and occasionally required to stand, walk and lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. The noise level in the work environment is usually quiet. Must be able to perform physical activities frequently at a sedentary demand level and occasionally at a light demand level. Work Schedule Required to work during the established hours of operation for the Finance Department.

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