Job Description

Position Summary

Responsible for planning, developing, organizing, directing, and coordinating the operational activities of the Utility Billing Division. This role involves managing activities related to customer service, billing, collections, payment processing, and resolution of customer issues and concerns. Additionally, it requires coordinating utility billing efforts with other divisions and departments and providing expert staff support to the Finance Director.

Essential Functions (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics.  The list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by positions in this class.)

1.         Manages and directs the operations of the Utility Billing Division, including customer service, billing, and collections functions. Oversees and participates in the development of division work plans, assigns work activities, monitors workflow, and evaluates work products, methods, and procedures.

2.         Provides leadership and supervision to division staff. Directs, trains, and evaluates employees, including two supervisors, two assistant supervisors, and frontline staff. Recommends personnel appointments, conducts performance evaluations, and implements disciplinary procedures as needed.

3.         Develops and implements divisional goals, objectives, policies, and procedures in coordination with the Fiance Director. Evaluates operations to improve efficiency, customer service, and service delivery.

4.         Assists in the preparation and administration of the division budget. Monitors expenditures, forecasts financial needs, and ensures fiscal responsibility in staffing, equipment, materials, and supplies.

5.         Supervises system administration and troubleshooting for utility billing software and related applications, including Incode, DataProse, and Paymentus. Collaborates with IT staff on system enhancements, training, and troubleshooting.

6.         Oversees the accuracy and efficiency of the City's utility billing system and supporting software systems. Ensures timely and accurate implementation of rate changes, proper processing of billing data, and overall system functionality. Regularly test and monitor the City’s billing system and supporting software systems to ensure accuracy and identify any potential issues early for quick resolution.

7.         Assist in financial reporting and analysis of utility billing data and transactions. May include the use of additional computer programs to compute interest on deposit refunds, post payments to individual utility accounts, and update database programs.

8.         Monitors and evaluates customer service operations to ensure timely and effective responses to customer inquiries, complaints, and billing disputes. Responds to customer requests and meets with customers to resolve problems and discrepancies. Maintains high standards of customer service and ensures compliance with City policies and procedures. Builds and maintains positive working relationships with co-workers, other City employees, and the public using principles of good customer service.

9.         Supervises collections and delinquency processes. Oversees delinquent account monitoring, illegal consumption investigations, and payment arrangements. Works with staff to implement and refine collection strategies.

10.      Coordinates with other City departments and external agencies such as Energy, Water, Wastewater, Community Development, and the Washington County Solid Waste District to ensure seamless billing operations and service coordination.

11.      Oversees reporting, data analysis, and performance monitoring. Prepares technical and administrative reports, generates operational metrics, and analyzes trends to support decision-making and process improvements.

12.      Ensures proper documentation and records management for utility billing, customer accounts, work orders, and financial transactions. Oversees office functions, including document scanning, filing, and workflow management.

13.      Develops and implements staff training programs to ensure employees are knowledgeable in utility billing processes, software applications, customer service practices, and City policies.

14.      Manages division communications and public outreach. Drafts and reviews utility billing notices, website updates, and customer correspondence. Ensures timely and accurate distribution of billing information.

15.      Performs other related duties as required.

Typical Physical/Mental Demands/Working Conditions

Office environment with comfortable working conditions which may include sitting for extended periods of time, standing, walking, and infrequent lifting of light to medium objects up to 25 pounds. Standard office equipment, a computer, and a variety of office software are used to enter and retrieve data and produce reports and presentation materials. Job-related material is learned through oral and/or written instruction in an on-the-job setting and by reading and comprehending written material and graphic instructions and making inferences from the contents.

Communication includes giving verbal and written instructions, providing information, and responding to questions and may be conducted face to face, on the telephone, in group meetings, or through written communication. Incumbents perform a visual scan of on-screen information when monitoring utility accounts and systems, correcting errors, and processing application upgrades. Considerable exposure to stressful situations as a result of human behavior, workload, and consequence of decisions. Work includes pressure generated by deadlines, volume of work, and frequent interruptions.