Supervisor, Billing & Revenue Protection

The Supervisor, Billing and Revenue Protection is responsible for ensuring timely and accurate billing of customer accounts per actual meter readings, and collection of payments to maintain accounts in good standing. This position is also responsible for coaching and training employees and monitoring direct reports' work performance. Essential Functions Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination Maintains revenue by monitoring significantly complex accounts and expeditiously resolving all adjustment and payment issues Monitors monthly billing reports to ensure accounts are accurately billed Monitors the quality and volume of completed adjustments and provides feedback to enhance performance Coaches staff to resolve problems and ensure that guidelines are consistently followed Coordinates processing of large meter repair work orders, field service associate activities and monthly bill transactions Schedules turn-offs, turn-ons, and payment investigations to facilitate timely provisioning of service to customers and collection of delinquent accounts Evaluates, resolves, and approves adjustments to customer accounts including complex monthly and multi-metered adjustments and researches meter repairs to ensure accurate billing Evaluates and approves manual adjustments on special agreement accounts, including commercial laundries, Howard County, Gaylord, AAFB, University of Maryland and mixed use/unit count adjustments Researches information in CSIS, MMIS, PPIS, Google Maps, USPS website, and other databases as required to resolve all billing discrepancies Serves as subject-matter expert and key liaison to internal and external WSSC Water customers to resolve complex billing inquiries and disputes Analyzes all refund requests and signs refund checks within authority level Works with customer communication specialists, customer service center supervisors and other WSSC Water departments to resolve billing inquiries or problems and explain complex adjustments Acts as customer service witness for Refund Hearings Works closely with the General Counsel's Office on special agreement accounts and changes to standard operating procedures that affect the billing policies Other Functions Monitors various unit reports, prepares statistical analyses, and performs special projects as assigned Assists accounting, IT and other units with specialized end-user testing for newly implemented processes Makes recommendations for continuous improvement of unit operating efficiency and performance Performs other related duties as assigned Work Environment And Physical Demands Work is performed in a standard office environment. Required Knowledge, Skills, And Abilities Ability to gain thorough knowledge of WSSC Water billing systems Ability to gain good knowledge of databases used to conduct research to resolve billing problems Ability to gain knowledge of WSSC Water's adjustment policy, WSSC Water Code and Plumbing regulations pertaining to customer billing and account adjustment, and office procedures Demonstrated understanding of complex billing adjustment processes Ability to evaluate varied and complex information, make decisions under time constraints, and accurately perform detailed mathematical computations Excellent organizational, analytical and decision-making skills Ability to communicate effectively verbally and in writing Ability to exercise good interpersonal communication skills and work effectively with the public Ability to provide leadership and execute problem solving techniques and make independent decisions Ability to effectively lead, proactively manage, coach and develop employees ensuring compliance with organizational objectives Ability to operate comfortably in a high volume and fast paced environment Minimum Education, Experience Requirements Bachelor's degree in Business, Finance or a related field 3+ years' experience making complex billing adjustments or high-volume transaction processing OR High school diploma or equivalent 7+ years' experience making complex billing adjustments or high-volume transaction processing