Utility Billing Customer Service Supervisor

Summary Objective:

The purpose of this position is to supervise and participate in the City's utility billing monthly processes and ensure proper billing for the City services (water, sewer, and electric readings). This position works under general supervision, independently developing work methods and sequences and reports to the Director of Finance.

Salary Range:

$55,503 to $69,390 depending on experience and qualifications.

Essential Functions:

The essential functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the positions as necessary.

• Supervises the duties of the utility billing customer service staff, coordinates the work of employees in billing operations; establishes priorities, delegate work, and determine deadlines.
• Perform supervisory tasks such as selecting new employees, conducting staff meetings approving leave requests and timesheets for biweekly payroll, monitoring and evaluating utility billing customer service staff performance to maintain excellent customer service; recommending promotions, salary increases, disciplinary actions, and dismissals.
• Assists in resolving customer account inquiries and reviews and adjusts customer accounts as necessary. Discuss and correspond with customers about various requirements, regulations, and charges concerning utility services. Interpret City ordinances, policies and procedures to customers and employees.
• Oversees coordination of customer account activities, including account set-up and turn-ons, turn-offs or transfers to manage staff daily workflow.
• Enters and maintains accurate account data in utility billing systems, including meter readings, service connection notices, move orders, meter changes, customer deposits, delinquent accounts, service disconnections, and other related billing activities
• Perform account investigations, communicate with customers about complex or escalated billing issues.
• Analyzes utility billing discrepancies, identifies root causes of errors, and implements solutions to minimize future occurrences.
• Receives, reviews, and processes a variety of records, preparing related reports as needed.
• Processes adjustments for penalties and late fees related to water, sewer, and electric services.
• Analyzes and review utility billing processes for efficiency. Study and standardize procedures to improve efficiency and increase the level of service provided to the public by customer service representatives.
• Facilities customer service training on the Edmunds utility module system and coordinates the implementation of new programs or projects for staff.
• Develops and delivers training programs to staff on customer service best practices, ensuring high standards of service and effective communication with customers.
• Perform special utility projects as directed.
• Performs related work as assigned.

Minimum Education and Experience Requirements:

• Associate's Degree in Accounting, Finance, Business or Public Administration, Public Policy, or a related field.
• Five (5) years of experience in a field such as customer service representative or customer care account representative in a utility billing setting; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
• Two (2) years of supervisory experience.

Knowledge, Skills & Abilities Requirements:

Knowledge of supervisory principles and practices, including motivation, communication, leadership, performance coaching and evaluation. Knowledge of all facets of the billing process and customer account management. Knowledge of the billing operations' policies, procedures, practices, fees, rates and how they are applied in an automated system. Knowledge of basic accounting principles. Skill in the provision of customer service. Skill in using computers for use in word processing and electronic communications. Skill in analysis of billing operation data collection techniques, report generation, and program modifications. Skill in planning, delegating and coordinating the work of billing operations and account management. Skill in maintaining effective working relationships with employees, customers and other departments. Ability to effectively lead and supervise staff with strict deadlines. Ability to consistently meet productivity and performance metrics to ensure operational efficiency, goals and deadlines. Ability to exercise independent judgement and initiative in completing assigned tasks. Ability to interact and communicate verbally and in writing with the public and employees at all levels of the City. Ability to resolve complex and/or difficult customer service problems or complaints. Ability to maintain a high level of confidentiality in handling customer and employee issues.

Physical Demands:

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement. Performs sedentary work that involves standing, walking, intermittently bending, crouching, and stooping, involves exerting between 10 and 30 pounds of force on a regular and recurring basis, and sustained computer and keyboard operations. Unavoidable Hazards (Work Environment): Unavoidable hazards refer to job conditions that may lead to injury or health hazards even though precautions have been taken.

None Special Certifications and Licenses:

• None Americans with

Disabilities Act Compliance:

The City of Franklin is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodation to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

Standard Clauses:

May be required to work nights, weekends and holidays to meet the business needs of the City. This job description is not designed to cover or contain a comprehensive listing of essential functions and responsibilities that are required of an employee for this job. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Essential Safety Functions:

It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses. Every department head/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed, and employees are properly trained. This Class Description does not constitute an employment agreement between the City of Franklin and an employee and is subject to change by the City as its needs change.

Pay:

$55,503.00 - $69,390.00 per year

Benefits:

Dental insurance Employee assistance program Health insurance Health savings account Paid time off Vision insurance

Work Location:

In person