Utility Billing Supervisor

Performs a variety of technical and customer service duties related to the investigation of customer complaints and protests; in-depth analysis and reconciliation of complex utility services, billings, and customer accounts; and the utility customer appeals process in assistance to the Utility Billing Division Director.

SUPERVISION RECEIVED

Works under the general direction of an assigned supervisor.

SUPERVISION EXERCISED

May provide close to general supervision to support staff while in training or on a project-by-project basis

ESSENTIAL FUNCTIONS (A position may not include all of the duties listed, nor do the listed examples include all duties that may be found in a position of this class).

Researches, analyzes, reconciles, and resolves complex problems with utility accounts; researches and responds to telephone, written, or personal inquiries regarding fiscal transactions and customer accounts; meets with and interviews customers at home, work, or in the utility office to investigate details of their complaint and follows up to resolve or respond to same.

Runs regular reports to review various accounts and entries to check for potential problems or issues; follows up on resolution of various integrity and exception reports; resolves problems, clarifies and corrects account information and history, makes adjustments, and presents solutions.

Works with Solid Waste staff in setting up customer accounts; monitors account activity, usage and status, i.e., cancellations, including solid waste commercial transfers; prepares work orders and initiates set up for new wastewater effluent customer accounts; initiates and follows up on work orders for re-reads, transfers, account corrections, meter maintenance, cancellations, etc.; initiates and may conduct field investigations, etc

Participates in the review of subdivision plans to determine addressing and billing information; may conduct site examinations to verify addresses, etc.; may conduct field investigations on accounts to verify meter distribution and billing accuracy; may accompany meter readers to resolve billing questions or problems; assists ITT staff with system testing, updates and program changes.

Verifies that fiscal transactions have been properly documented in account and cash journals from source documents. Prepares and maintains files of fiscal transactions, reports and documents. Verifies, receives and receipts assessments, taxes, revenues, etc. from departments, customers and the general public.

Maintains detailed knowledge of city, department, and division policies related to utility issues and applicable utility ordinances; makes recommendations for change to policies and ordinances.

Initiates and follows up on work orders, re-reads, field investigations, and adjustments performed by other employees.

Works with Transmission and Distribution to ensure that water meters are replaced and tested in a timely and accurate manner as needed for field investigations and protest hearings.

Prepares and maintains files of fiscal transactions, reports, and documents, ensuring all are timely, valid, and accurate.

Prepares analysis and reports on the City’s position for customer appeals for division director; presents these findings before the hearing officer as directed; advises citizens and hearing officer regarding how ordinance and policies apply to the appeal.

Serves as a public relations representative for utility billing, meter reading, and customer service for the Mayor, city council, city manager, city attorney and department; serves as a customer liaison to ensure fair and consistent treatment and appropriate charging based on services used and related policies and ordinances; ensures that resolutions are timely and documented appropriately.

Works with Water Conservation to educate customers on water uses, conservation, and leaks; works with ITT, water, refuse, wastewater, and public works storm water staff to ensure that account, customer, and address information are reviewed and accurately maintained.

Support customer service staff with all job duties when deemed necessary.

For Assignment in Utility Billing/Customer Service :
Maintains data records related to various utility functions. (Residential and commercial accounts); utilities, (water, refuse, sewer and storm water); and billing and billing related functions.

Performs billing run, including follow-up on reports before and after billing completed.

Processes set-ups of multi-family utility accounts.

Participates in the review of subdivision plans to determine addressing and billing information: may conduct site examinations

To verify addresses, etc.; may conduct field investigations on accounts to verify meter distribution and billing accuracy; may accompany Meter readers to resolve billing questions or problems; assists ITT staff with system testing, updates and program changes.

Researches, analyzes, reconciles and resolves complex problems with utility accounts.

Performs field investigations to determine number of units for meter services for Resident, Multifamily, and/or Commercial accounts;

Performs field investigations to verify the accuracy of the utility billing system with meter size, service types, service addresses, and/or service status (i.e. active or inactive). May be required to turn on/off meter service to conduct investigation.

Prepares adjustments, monitors and follows up on accounts to ensure resolution and correctness.

Researches and responds to telephone, written or personal inquiries regarding fiscal transactions,

Customer accounts, City Policies and related matters to public/users.

Provides administrative support; coordinates meetings; maintains recordkeeping systems; performs various projects including

Research, analysis and computer database work; prepare detailed reports on activities using raw data.

Researches, analyzes, reconciles and resolves complex problems with Utility accounts.

Posts information from fiscal documents.

Prepares and maintains files of fiscal transactions, reports and documents.

Prepares, reviews and vetches accounting documents.

Verifies/reconciles computer data against accounting records.

Determines activity codes/accounts required for posting payments and/or disposition.

Works with ITT, water, refuse, sewer staff to ensure that account, customer and address

Information is reviewed and accurately maintained.

Provides training to users on hardware, software, and administrative tasks.

Assists in entering various records; prepares data in spreadsheet format to assist in the

Preparation of various reports; maintains date records of departmental inventory.

Coordinates work order process by entering information and performs follow-up on completed

Work orders.

Acts as liaison with other City Departments

Provides customer service to both the general public and government agencies.

Provides assistance in refuse, sewer, and water; to include preparing/generating, circulating

And filing of any office paperwork.

Performs special project duties as assigned.

Meets deadlines of time-sensitive processes.

Demonstrates continuous effort to improve operations, decrease turnaround times, streamline

Work processes, and work cooperatively and jointly to provide quality seamless customer

Service.

MINIMUM QUALIFICATIONS

Education and Experience:
High school diploma or equivalent; AND

Four (4) years of any combination of education and/or experience which provided extensive knowledge of billing, bookkeeping, accounting, or related fiscal area, two years of which must have been in customer service, customer relations, or closely-related field.

Knowledge, Skills, and Abilities:
Extensive knowledge of: processing claims, payables, or receivables; accounting principles and practices, including the keeping of financial accounts and records and preparation of reports; regulations that relate to the duties performed; legal procedures; use of complex computerized systems.

Skill in: effective communication; and interpersonal relations.

Ability to: Prepare and complete financial reports; operate effectively under stringent deadlines; and exercise sound judgment.

Special Qualifications:
None.

Work Environment:
Work is performed in a typical office setting and in the field involving exposure to VDT’s, CRT’s, UV rays, inclement weather, loud noises, vibrations, chemicals, dust, dirt, toxic gases, fumes, and allergens; and possible exposure to cuts, bruises, scrapes, broken bones, burns, germs, and bacteria. Hiking and climbing over rough terrain may be required. Opening meters and cans, lifting lids (up to 50 pounds), walking, standing, carrying, bending, stooping, kneeling, crouching, reaching, and handling are required. Speaking, hearing, and good visual acuity (color, close, distance, peripheral, and depth perception) are necessary. Common eye, hand, and extensive finger dexterity are required for most essential functions. Mental application includes memory utilization, emotional stability, and discriminating thinking. Frequent local travel required in the normal course of job performance. May be required to work irregular or extended hours.