Position Summary Under the general supervision of the Assistant Utilities Director, the Customer Service & Billing Manager oversees the day-to-day operations of the City's utility billing and customer service functions. This position is responsible for supervising billing staff, ensuring accurate and timely utility billing, supporting customer service operations, and maintaining compliance with established policies, procedures, and internal controls. The Customer Service & Billing Manager plays a key role in safeguarding the integrity of the City's utility revenue processes by supervising transactional activities, enforcing segregation of duties, and escalating exceptions in accordance with established authority levels. This position does not establish policy or approve final financial actions but ensures proper execution, documentation, and control compliance. Essential Duties and Responsibilities Billing Operations & Internal Controls Manage daily utility billing operations, including billing cycles, account maintenance, meter reading coordination, and bill generation. Ensure billing activities are performed accurately and in accordance with City policies, rate ordinances, and internal controls. Review pre-bill audit reports and exception reports; investigate discrepancies and coordinate corrections within delegated authority. Ensure proper documentation and approval is obtained for adjustments, penalties, discounts, and corrections. Generate and distribute billing, delinquency, cutoff, and extension reports to appropriate staff for action. Cash Handling & Revenue Safeguards Review daily and periodic deposit summary reports prepared by billing staff to verify completeness and procedural compliance. Ensure segregation of duties is maintained between billing, cash handling, posting, reconciliation, and approval functions. Verify that customer payments (cash, check, credit card, electronic, and draft payments) are processed in accordance with City cash-handling policies. Escalate discrepancies, irregularities, or control exceptions to the Assistant Utilities Director promptly. Do not perform final reconciliations, approve write-offs, or independently authorize credits outside delegated limits. Customer Service Oversight Supervise customer service activities related to account inquiries, new service applications, service transfers, and work order requests. Serve as escalation point for complex or sensitive customer billing issues. Ensure customer interactions are professional, consistent, and in compliance with City policies. Coordinate with the Utilities Executive Assistant to ensure consistent customer communication and documentation. Personnel Supervision & Training Supervise Billing Clerks, Customer Service Representatives, and Meter Readers as assigned. Provide guidance, training, and performance feedback to assigned staff. Participate in recruitment, onboarding, and performance evaluation processes. Promote adherence to internal controls, ethical standards, and customer service expectations. Reporting & Coordination Prepare and review operational billing reports, summaries, and documentation for management review. Coordinate with the Utilities Executive Assistant on records retention, regulatory documentation, and audit support. Assist the Assistant Utilities Director with data and analysis related to budgeting, rate studies, and financial reviews. Support internal and external audits by providing documentation and responding to inquiries as requested. Systems & Process Improvement Oversee proper use of utility billing software and related systems. Identify opportunities to improve billing accuracy, efficiency, and customer service while maintaining control integrity. Recommend procedural improvements to the Assistant Utilities Director. Minimum Qualifications Education and Experience High school diploma or equivalent required. Associate degree in business, accounting, or a related field preferred. Three (3) to five (5) years of progressively responsible experience in utility billing, customer service, or financial administration. One (1) to two (2) years of supervisory or lead experience preferred. Equivalent combinations of education and experience may be considered. Knowledge, Skills, and Abilities Knowledge of municipal utility billing practices and customer service operations. Working knowledge of internal controls, cash-handling procedures, and audit principles. Proficiency with utility billing systems and standard office software. Strong attention to detail and ability to enforce procedures consistently. Ability to analyze billing data and identify discrepancies. Effective supervisory, organizational, and communication skills. Ability to maintain confidentiality and exercise sound judgment within delegated authority. Ability to establish and maintain effective working relationships with staff, management, and the public. Working Conditions Work is performed primarily in an office environment. Requires sustained attention to detail and the ability to meet recurring deadlines. Occasional overtime or after-hours work may be required during billing cycles or system issues. Physical demands are generally limited to office work and may include lifting items up to 25 pounds on an occasional basis. Occasional local travel for training or meetings may be required. Responsibility & Authority Supervises assigned billing and customer service staff. Responsible for operational oversight and procedural compliance of billing activities. No independent budgetary authority. No authority to approve final reconciliations, write-offs, or policy changes. The City of Abbeville is an Equal Opportunity Employer.

Pay:

From $26.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Retirement plan Vision insurance

Work Location:

In person