Utility Billing Supervisor

As the Utility Billing Supervisor, you'll lead the daily operations of utility billing for the City of Missoula’s water, wastewater, stormwater, and dispatch utilities. From overseeing account management, billing accuracy, and payment collection to supporting billing systems and preparing financial reports, your work will help ensure reliable service and accurate transactions for the community.

We're looking for an organized, detail-oriented leader who enjoys supporting a team, solving complex billing issues, and providing excellent customer service. If you have a background in accounting, accounts receivable, or customer service and are ready to make a difference behind the scenes of essential city services, this is an opportunity to put your skills to work for Missoula.

• Oversee and coordinate all account activities of utility billing and collection of payments for the City’s water, wastewater, and stormwater utility services.
• Supervise various employees, including coordinating and reviewing the work of assigned staff, assigning work activities, and coordinating schedules, projects, and programs; providing constructive feedback; reviewing and evaluating work; and making effective suggestions and recommendations.
• Ensure accurate and timely utility usage data collection and billing; review billing exceptions, analyze high/low or zero consumption, and perform corrections and adjustments as needed.
• Support utility billing software systems, including updates, performance monitoring, and troubleshooting.
• After eligibility determination is made by the Business Manager, perform lien processes for delinquent accounts, including documentation, filing, and coordination with title companies.
• Prepare monthly and fiscal year-end reporting for the finance department.
• Coordinate the resolution of billing or meter issues and identify meters for replacement.
• Provide responsive and courteous customer service; resolve complex customer inquiries and billing discrepancies; and process refunds, tap deposits, leak adjustments, and account close-outs.
• Serve as the point of contact for county wastewater meter sales and installations; assess deposits, collect payments, and process refunds.
• Assign delinquent accounts to collections, reconcile closed permits, and set up new utility accounts.
• Assess and issue leak or high consumption letters based on billing cycles.
• Perform other duties as assigned, based on training and qualifications.

• Knowledge of office management principles, procedures, and practices, including employee supervision, training, team development, etc.
• Knowledge of accounting principles, procedures, and practices, including balancing, reconciling transactions, auditing, and reporting.
• Knowledge of, and the ability to learn, utility accounting systems and rate structures.
• Knowledge of, and ability to promote, department safety considerations, City safety policies, OSHA standards and guidelines, and the Americans with Disabilities Act.
• Skill in operating office equipment and various computer software and databases, including Microsoft 365, and the ability to learn job-specific applications and equipment. 
• Skill in managing multiple projects with shifting priorities and timeline demands.
• Skill in organization, time management, and prioritizing with the proven ability to have keen attention to detail and accuracy in performing work with adherence to strict deadlines.
• Skill in providing effective customer service, including the ability to assess needs, apply service standards, and evaluate customer satisfaction.
• Skill in money management procedures and accounts receivable processing.
• Skill in communicating, in person and in writing, with the proven ability to establish and maintain effective working relationships with diverse individuals.
• Ability to maintain current knowledge, developments, and trends related to specific areas of focus and/or assigned projects.
• Ability to maintain and exhibit integrity and discretion in handling confidential and sensitive information.
• Ability to maintain and foster a culture of professionalism, adhere to departmental and City standards and specifications, and support a positive team environment.
• Ability to problem-solve and resolve conflicts with facilitating outcomes while maintaining a calm demeanor.
• Ability to understand and interpret various regulations, policies, procedures, and guidelines.
• Ability to learn departmental and City of Missoula practices and procedures, including the Utility Rate Schedule and Missoula Municipal Code (Chapter 13.02).

• Any combination of education and experience equivalent to three (3) years of customer service, accounts receivable, accounting, or another relevant field.
• Prior supervisor experience, preferred.
• Experience with government budgets and/or municipal utilities, preferred.