General Statement of Duties Manages the operation of the Public Utilities Customer Service Section which includes supervising assigned staff, call center operations, utility billings, account adjustments and account collections; does related work as required. Essential Duties Considerable knowledge of business management and customer service functions; Considerable knowledge of accounting and recordkeeping with the ability to prepare and manage within approved budget; Requires a thorough understanding of billing cycles as well as billing and collection processes with a comprehensive understanding of current utility account management/billing systems used to manage all utility account information and transactions; Ability to prepare clear and comprehensive narrative and statistical reports; Ability to accurately and consistently interpret and apply County ordinances and applicable regulations and policies; Ability to accurately and appropriately resolve a wide variety of routine and complex problems related to customers' utility accounts, billing, service, equipment (e.g. meters) and the County's current billing and related systems; Excellent critical thinking and problem-solving skills with the ability to cost effectively and appropriately solve a wide variety of department and process specific problems; Ability to research, collect and maintain data, consider and weigh a variety of factors in making decisions or recommendations; Ability to synthesize multiple types of complex data and produce easily understood reports, including statistical and financial, and other materials as needed; Strong oral and written communication skills with the ability to express ideas clearly and concisely, orally and in writing; Ability to evaluate, develop and write policies and procedures. Ability to lead, manage and partner effectively with department staff, County personnel at all levels, and the public; Excellent interpersonal skills with demonstrated ability to establish and maintain a good working relationship with customers, County officials, businesses and the public; Good supervisory skills including good training, coaching and feedback skills and the ability to effectively manage workloads and/or projects and to foster and maintain high morale and engagement; Ability to supervise employees involved in a variety of tasks and functions. Managing multiple priorities and understanding what they do and how to make improvements. Ability to systematically compile data and provide detailed program and financial reports; Strong computer skills with ability to use computer and typical business software, proprietary software, applications and systems; Strong EXCEL skills are a must; Ability to work independently and have a high level of personal accountability; Must possess strong organizational skills; Excellent customer service skills; Ability to exhibit tact and courtesy; Must be able to positively and appropriately represent the County with internal and external stakeholders and the public; Knowledge of bankruptcies, foreclosures, liens, and lien releases is a plus. Additional Information This position reports to DPU Business located at 4305 E. Parham Road.

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Answers approximately 4,500 calls from our 100,000+ customers monthly. These calls are for moves, billing questions, rereads for high bills, payment arrangements, meter changes, etc. Coordinates meter sets with builders, the Design Division and our Operations Division for new construction and redevelopment and sets up new accounts in our billing system. Calculates and analyzes leak adjustments in accordance with the County Code. Reviews meter changes for the accuracy of bill codes and the meter and ERT numbers. Processes turnoffs for delinquent accounts and negotiates payment arrangements for large past due accounts. A criminal history record check and fingerprinting is conducted on all persons conditionally offered employment, including a conditional offer of initial employment, or a conditional offer to promote, demote, or laterally transfer an employee. May require possession of a valid driver's license issued by the Commonwealth of Virginia.

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Communications regarding your application will come from recruitment@henrico.gov and notifications@henrico.avature.net (our applicant tracking system). Please add both addresses to your safe sender list and check your spam or junk folder regularly. Minimum Requirements Four (4) year degree in a relevant field such as accounting, finance, or business administration, and three (3) years of progressively responsible accounting experience with emphasis on customer service, including one (1) year of supervisory experience; OR, any equivalent combination of experience and training which provides the required knowledge, skills and abilities. Background Check Disclosure Applicants considered for employment must successfully complete the following background investigations/tests: Federal Bureau of Investigation (FBI) Criminal History Investigation State Police Criminal History Investigation Child Protective Services (CPS) Investigation (Dept. of Social Services, JRJDC, Juvenile Detention Home) Benefits At Henrico County, we prioritize your well-being with medical, dental, life, and disability insurance, plus flexible spending accounts and voluntary benefits. Enjoy generous leave options, including parental, bereavement, and wellness leave, along with 13 paid holidays annually. Invest in your future with Virginia Retirement System benefits and 457 deferred compensation.

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https://henrico.gov/hr/benefits-for-employees/ to learn more! EEO Statement The County seeks to hire the best-qualified applicants available for each position vacancy, without regard to race, color, religion, national origin, pregnancy, childbirth or related medical conditions (including lactation), age, marital status, disability, sexual orientation, gender identity, or military status, status as an organ donor, or any other characteristic protected by law (except where such is a bona fide occupational qualification).