UTILITIES DEPARTMENT CUSTOMER SERVICE MANAGER

Utility Billing And Customer Service Division Manager This is an exempt position which requires responsible administrative and supervisory work in the management of the Utility Billing and Customer Service Division for the Utilities Department. Under the direction of the Utilities Director the incumbent is responsible for the management of the water metering billing/customer service operations. This includes Utilities customer service, billing, training and the advanced metering infrastructure (AMI) data system. Employees are hired as AT WILL employees that serve at the pleasure of the City and may be terminated at any time with or without cause. Manages and supervises all cashiering, meter reading, customer service, utility billing maintenance functions, and other related operational functions for the division. Manages the payment collection process including depositing, cashiering functions, monitoring internal controls, and all relevant utility billing functions. Oversees proper maintenance of service records, general ledger reconciliation, and the maintenance of utility billing functions and its associated computer systems. Plans, coordinates, supervises, and participates in all utility billing and accounting functions in order to ensure compliance, accuracy, and timeliness with all applicable ordinances, policies, procedures, regulations, laws, and generally accepted accounting procedures. Operates and maintains applications and systems relating to smooth performance of all customer service operations. Manages the water meter population to ensure the accurate reading and timely replacement as the meter population ages. Supervises the City's customer service operation activities to ensure timely resolution of customer service issues. Responsible for ensuring that the meter reading system and processes run smoothly with the City's computer information systems producing timely, accurate and complete billing data and reports. Performs planning, technical review, and acceptance testing for software and firmware upgrades for the AMI, metering and billing system components. Manages the day-to-day AMI system health issues and activities to ensure daily schedules are run. Ensures read schedules run in accordance with billing schedules, data collection services and data delivery services. Identifies and implements service and process improvements to improve the efficiency and quality of customer service. Participates in sections yearly budget preparation and provides monthly variance reporting. Analyzes large user and wholesale metering to ensure accurate billing. Administers and supports all end users who access various AMI systems and utilizes AMI reporting. Operates and maintains applications and systems relating to smooth performance of customer service and billing operations. Identifies internal and external processes, applications, systems, and issues that affect operations and works with vendors and other internal departments to develop solutions. Ensures all applicable computer systems are accurately recording and billing customers and communicates with I.T. and various third-party vendors to resolve system issues and/or implement system upgrades or integrations. Reviews the work of subordinate personnel for completeness and accuracy. Prepares internal and external statistical and financial reports as needed pertaining to customer billing, shut-offs, complaints, connection statistics, lost water, etc. Develops, reviews, and implements policies and procedures for billing staff to ensure that billing is properly processed with the utility billing software system. Confers and coordinates with city staff, consultants, or others, as necessary on matters of interpretation of financial and billing system related policies and procedures. Ensures adequate internal controls and reconciliation procedures are in place and followed to make sure every customer is billed accurately. Reviews all billing codes in the applicable system to ensure proper function and correct assignment to each general ledger account. Prepares, reviews, and approves all billing journal entries to ensure they completeness and accuracy. Ensures all rate tables are updated and tested as necessary in order to ensure proper billing. Supervises and participates in the maintenance of accurate customer records and accounts. Ensures that acceptable payment arrangements are made and documented for customers as necessary. Assesses and applies various billing adjustments, late charges, and fees. Ensures bills are printed and mailed to the customer in a timely manner through coordination with outside vendor providing this service. Attends various departmental and divisional meetings with management, staff, and customers as required. Supervises customer shut offs for non-payment and coordinates applicable work with field personnel. Supervises meter reading employees in conjunction with Field Maintenance Supervisor and coordinates meter reading schedules. Performs spot reads to check for accuracy and coordinate reads with other municipalities where water is purchased under large user agreements and prepares all related reports. Researches and analyzes various relevant reports and documents for the division. Performs related work as required and as directed. Monitors and maintains adequate systems for scheduling, staffing and execution of workflow requirements. Manages employees to ensure coverage of all meter read routes, prompt field customer service and accurate staffing levels in conjunction with the Field Maintenance Supervisor. Handles the interviewing, selection and on-boarding of new staff as needed. Supervises the activities of assigned staff, makes recommendations on hiring, discipline, and promotion of subordinates, and maintains responsibility for evaluating subordinate performance. Performs various mentoring, training, evaluating and managing duties and scheduling daily assignments for subordinate personnel. Develops and implements ongoing training requirements to ensure consistent, efficient, and high-quality service delivery. Establishes and maintains effective and professional relationships with work colleagues, supervisors and managers. Performs related work as required and directed. Knowledge of accounting and objectives, particularly as applied to utility and commercial accounting procedures. Some knowledge of water and wastewater operations, practices, and procedures. Knowledge of modern office practices and procedures. Knowledge of proper telephone etiquette and procedures. Knowledge of effective supervisory methods and techniques. Skill in written and verbal communication. Skill in customer service. Skill in basic to intermediate mathematical functions. Must be proficient in computer software applications including but not limited to Excel, Access, Word, and other standard office package software. Ability to supervise clerical and field personnel in a manner conducive to full performance and high morale. Ability to compose various letters and email correspondence with customers in order to answer inquiries about utility billings. Ability to write and prepare relatively complex reports, business correspondence, and procedure manuals. Ability to assist customers in person and on the phone. Has strong planning, and problem-solving skills with a clear focus on the delivery of excellent customer service. Ability to perform daily work involving written or numerical data and make arithmetical calculations and computations with speed and accuracy. Ability to understand and follow instructions and complete work assignments correctly and efficiently. Ability to use or rapidly learn to use computer in the preparation of utility bills, work orders, verifications of customer accounts, investigation of consumption history, and the updating of all related data. Ability to establish and maintain effective working relations with other city employees, department officials, and the general public.