Utilities Billing Supervisor

An employee in this class performs all activities associated with the performance of a utility billing program. This includes utilizing the computer and loading/downloading computer meter readings, preparing utility billing, checking for quality control, and mailing bills. Work includes supervising customer service representatives, dealing with the public on requests for services, adjustments, and disputes. Work involves being a backup to the front office as needed. Work involves establishing computer and hard copy records and files, entering data and generating varied reports from the software system. The employee is expected to have thorough knowledge and understanding of the process to handle most situations in the process. Work assignments are performed in accordance with established procedures with unusual situations being referred to the director for guidance. The incumbent organizes and oversees the day-to-day billing, payment collection, customer relations and has supervisory responsibilities for all utility billing. Some judgements are required in determining billing adjustments and payment requirements. Work is performed under regular supervision of the Utilities Business Officer and reviewed by observation, conference, and the reviewing records for adherence to operations standards, instructions, and safety practices.Essential Duties and Tasks
Supervises customer service activities which are responsible for collecting monies, generating service orders, and updating customer account information;Staffs, trains, supervises, and directs responsible positions tasked with billing customers, collecting payments, and customer service;
Communicates directly with customers to resolve issues by providing detailed explanations regarding policies, procedures, ordinances, billing issues, and collection processes.
Oversees the processing of utility payments and counting of cash drawers and bank deposits for accuracy.
Identifies issues and prepares adjustments to utility accounts, researches and prepares recommendations to resolve incorrect billing, and, upon approval, enters adjustments into computerized billing system.
Maintains and reviews credit card accounts, online bill pay, and PCI compliance status.
Directs the processing of non-sufficient fund checks, reviews records and documentation for accuracy, verifies insufficient funds and makes arrangements for disconnection if appropriate.
Identifies delinquent customer accounts and prepares claims for collection through the NC Debt Set Off Program.
Coordinates the water meter reading process, prepares read sheets and data collectors for meter reading, and performs quality control checks after meter reading to prepare for billing
Directs the process for door hangers and correspondence concerning service turn-offs and termination of services, coordinates action with field personnel;
Serves as liaison with third party vendor for printing and mailing the bills, revising layouts, processing download files and reconciling monthly invoices;
Enters fee schedule changes into the software. Entries must be accurate to ensure proper calculation of utility bills;
Provides monthly, quarterly, and annual data to accounting staff as requested;
Performs all work duties and activities in accordance with County policies and procedures and other related duties as required. 
Additional Duties
Provides general oversight and support to the Customer Service Representatives;
Cross-trained in one or more areas of department functions; 
Performs other duties as assigned. 

Knowledge, Skills and Abilities
County codes and ordinances pertaining to billing operations, delinquent accounts, and water, sewer.
Thorough knowledge of cash handling and balancing procedures;
Thorough knowledge of effective customer service procedures and techniques;
Ability to evaluate and analyze customer needs to provide exceptional customer service;
Ability to learn department functions thoroughly in order to provide general information and explain detailed department processes and procedures;
Ability to learn and explain regulatory compliance issues related to the department’s functions; 
Ability to maintain important records efficiently and accurately and to prepare clear and concise reports; 
Ability to perform mathematical calculations quickly and accurately;
Ability to research information and data and prepare reports; 
Ability to write letters, memos, and documents clearly and concisely; 
Ability to multitask with numerous and frequent interruptions; 
Ability to maintain a high level of attention to detail over extended periods of time;
Ability to perform duties accurately and efficiently under time sensitive deadlines;
Ability to respond courteously to customers’ inquires, which are sometimes controversial or adversarial;
Ability to work well under pressure;
Ability to operate a variety of standard office equipment and cash transactions;
Ability to maintain effective working relationships with other County employees, supervisory personnel, state and local elected officials and the public; 
Ability to communicate effectively both orally and in writing; 
Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions. Graduation from High school or GED equivalency and at a minimum an Associate’s Degree in Business Administration, Accounting or similar, and/or 5 years of experience in customer service working for a local government or utility supplemented by additional training and courses in accounting and computer operations, and some significant experience in a clerical position and customer service; or an equivalent combination of education and experience. Prefer supervisory experience in billing and customer service working for a utility or local government.