Utility Billing Manager

This is a responsible supervisory and administrative position overseeing the City's utility billing operations and customer service functions. The Utility Billing Manager is responsible for managing the monthly utility billing process, supervising staff assigned to utility billing and customer service, and ensuring the accurate and efficient administration of utility accounts. This position places a strong emphasis on maintaining high standards of customer service within the utility billing office. The Utility Billing Manager is responsible for ensuring that customer inquiries are handled promptly and professionally, that phones and front counter services are properly staffed, and that citizens receive accurate information and timely assistance regarding utility services. The Utility Billing Manager performs complex and responsible duties with a high level of independence and judgment. The position coordinates closely with the Finance Department and Public Works Department regarding billing data, service orders, and operational procedures. The Utility Billing Manager ensures that utility billing operations are conducted in an accurate, consistent, and professional manner and that established procedures are followed.

• Oversees the City's monthly utility billing process for all utility accounts, ensuring accurate billing, rate implementation, account adjustments, and reporting.
• Supervises staff assigned to utility billing and customer service operations, including the Utility Billing Coordinator and Customer Service Representatives.
• Establishes and monitors procedures for utility billing operations, including billing cycles, meter reading schedules, deposits, payment processing, and service cutoff procedures.
• Ensures customer service standards are consistently maintained, including proper phone coverage, timely responses to citizen inquiries, professional front counter service, and accurate information provided to customers regarding utility billing and services.
• Investigates and resolves complex customer complaints related to utility billing, service issues, account discrepancies, or billing disputes.
• Coordinates utility service work orders with Public Works, including service connections, disconnections, rereads, and service-related requests, and ensures work orders are properly documented, tracked, and completed.
• Reviews utility billing system reports and performs reconciliation of departmental billing records to verify billing accuracy, including review of consumption data, account adjustments, deposits, service activity, and other utility billing transactions.
• Develops, implements, and maintains written policies and procedures for utility billing and customer service operations to ensure consistent, documented processes and compliance with City policies.
• Coordinates with Finance staff regarding billing system reports, adjustments, and reconciliation of utility billing data.
• Monitors customer service performance within the utility billing office and identifies opportunities for improved procedures, training, or operational adjustments to ensure citizens receive prompt, courteous, and effective service.
• Ensures staff adherence to established policies, procedures, customer service standards, and operational expectations within the utility billing office.
• Provides regular updates to the City Administrator regarding operational issues, customer service concerns, and recommended improvements.
• Maintains a working knowledge of utility billing financial processes, including how transactions, adjustments, and fees impact customer accounts and billing records.
• Supports the preparation of documentation and reports related to internal review and annual audit processes as needed, in coordination with the Finance Department.

• Reports to work at the assigned time, appropriately dressed, and proceeds with job duties unless otherwise directed.
• Maintains direct contact with citizens and vendors in person, by telephone, and through written correspondence.
• Maintains communication with other City departments including Finance and Public Works to coordinate utility billing operations.
• Communicates clearly, professionally, and courteously in person, by telephone, and in written correspondence.

Temporary modifications to provide reasonable accommodations do not waive essential job requirements. This employee must be capable of performing the following tasks: sitting for extended periods at a computer workstation; working with frequent interruptions to assist citizens; communicating with field staff and customers by telephone; accessing files and records; using manual dexterity and eye coordination for computer data entry; reviewing and verifying reports for accuracy; and communicating clearly and courteously with the public and other employees.

This position, in conjunction with City Hall operations, normally works a four ten-hour day work week from Monday through Thursday. This employee may be required to work in the event of a declared emergency or major disaster. If not called in, the employee should contact the City following the event to determine when they are expected to return to work. Work is performed primarily in an office environment at City Hall using modern office equipment including computer systems, billing software, and standard office equipment.

• Knowledge of utility billing systems and municipal utility operations.
• Ability to supervise, train, and evaluate staff.
• Ability to develop and implement operational procedures.
• Ability to analyze billing reports and identify discrepancies.
• Ability to communicate effectively with the public, employees, and elected officials.
• Ability to manage multiple priorities and meet operational deadlines.
• Working knowledge of basic financial concepts related to utility billing, including account balances, adjustments, and transaction impacts to the general ledger.

• High School Diploma or GED required.
• Three to five years of progressively responsible experience in utility billing administration, municipal customer service operations, or related administrative work.
• Supervisory experience preferred.
• Associate's or Bachelor's degree in public administration, business administration, finance, accounting, or a related field is preferred. An equivalent combination of education, training, and experience may be considered.

Professional Licenses: Valid Florida Driver's License if required for occasional out-of-office duties. Residency Requirement: No residency requirement; must have access to a telephone. Safety Equipment: Knowledge of location and operation of fire extinguishers. City Vehicle: Not assigned. Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or working conditions associated with the position. Management reserves the right to modify duties as necessary to meet operational needs. Other Position Information: FLSA Status: Non-Exempt.