Utility Office Manager

Job Title: Utility Office Manager

Department: Bluffton Utility Department

Reports To: Utility Director

FLSA Status: Nonexempt

Principal Function: The Utility Office is vital branch of Bluffton City Utilities, which manages the City’s water, sewer, and electric services. The Utility Office Manager role is responsible for ensuring accurate and efficient billing, customer service, and financial management of the utility services, while supervising office staff and coordinating with other city departments. The Utility Office Manager ensures compliance with regulations, oversees budgetary functions, and improves operational processes to enhance service delivery to the public.

Essential Duties and Responsibilities: Duties may include, but are not limited to:

Utility Office Management

• Oversee the Utility Billing Process:
• Manage the end-to-end billing process, ensuring accurate and timely generation, distribution, and collection of applicable utility bills (water, sewer, and electric services, as well as public fire protect fees and refuse pickup fees).
• Implement best practices for utility billing systems and software, including monitoring rates, determining fee schedules, and ensuring data accuracy for meter readings and customer accounts.
• Ensure the timely collection of utility payments, addressing delinquent accounts, coordinating shut-offs, and reconciling payment discrepancies.
• Ensure proper cashiering and bank reconciliation processes are followed.
• Customer Service Leadership:
• Develop and implement customer service policies and procedures to handle utility-related inquiries, disputes, late payments, and complaints.
• Supervise and train office staff to provide high-quality service to customers and resolve escalated customer issues effectively.
• Maintain and enhance relationships with utility customers, addressing high-level concerns and fostering positive communication.
• Supervision and Staff Management:
• Supervise utility office personnel, including clerks and administrative staff, assigning tasks, monitoring performance, and providing professional development opportunities.
• Lead utility office workflow and process assessments and modifications to improve overall office performance.
• Conduct regular staff meetings, evaluations, and provide feedback to ensure team efficiency and high standards of service.
• Assist in hiring, training, and onboarding of new utility office staff as necessary.
• Oversee payroll and time-off request coordination for utility office personnel.
• Serve as backup to the office staff as needed.

Financial and Budgetary Management

• Billing Oversight:
• Ensure timely and accurate billing and collection of non-reoccurring services, and addressing delinquent accounts.
• Ensure timely and accurate payments for utility purchases.
• Budget Oversight:
• Develop, monitor, and manage the annual budget for the utility department, ensuring efficient use of resources and alignment with the city’s financial goals.
• Prepare and present financial reports related to utility revenues, expenditures, and rate adjustments to the Utility Director, Mayor, Clerk Treasurer, and/or City Council.
• Recommend rate adjustments and fee structures based on financial forecasts, usage trends, and infrastructure needs.
• Financial Compliance and Reporting:
• Ensure compliance with local, state, and federal regulations regarding utility financial reporting and operations.
• Oversee the preparation of utility-related financial statements and reports for internal and external audits.

Strategic Planning and Project Management

• System Development:
• Coordinate with the Utility Director and affected utility departments when receiving notification of planned and/or proposed system development projects.
• Long-Term Planning:
• Cooperate with the Utility Director, Mayor, Clerk Treasurer, and City Council to develop long-term strategies for utility office infrastructure improvements, rate adjustments, and service expansions.
• Aid field departments (water, sewer, and electric) with reliable data to ensure service reliability and operational efficiency.
• Lead or participate in special utility projects, such as technology upgrades, customer service improvements, or regulatory compliance efforts.
• Vendor and Contract Management:
• Manage relationships with external vendors, contractors, and consultants related to utility office services and systems.
• Assist in the development of contracts and ensure that the utility office services provided are in line with the city's expectations and SBOA standards.

Policy Development and Compliance

• Policy Implementation:
• Establish and implement office policies and procedures for utility billing, collections, customer service, and financial management.
• Ensure that utility office operations are in full compliance with local, state, and federal standards.
• Develop and maintain internal control procedures to safeguard utility department assets and improve financial accountability.

Supervisory Responsibilities: Supervises employees in the Municipal Utilities Department, to include: Chief Utilities Clerk, Utilities Finance Clerk, Accounts Payable Clerk, Accounts Receivable Clerk, and Meter Reader. Employee carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; scheduling and approving time worked; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications and Competencies: To perform this job successfully, all employees working in the City should demonstrate the following competencies:

·        Customer Service – Responds to requests for service and assistance; Manages difficult or emotional customer situations focusing on listening without interrupting and keeping one’s emotions under control; Solicits customer feedback to improve service; Maintains confidentiality and meets commitments.

·        Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

Job-related Competencies – To perform this job successfully, employees in this job should demonstrate the following competencies:

·        Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

·        Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

·        Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

·        Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.

·        Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

·        Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

·        Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

·        Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Education and/or Experience: Bachelor's degree (B.A./B.S.) from a four-year college or university; or three- to five-years of management experience in a utility office, public administration, or similar setting; or equivalent combination of education and experience. Prior experience in utility billing or municipal government is highly desirable.

Other Skills and Abilities: The following skills and abilities are either required or desired.

·        Computer software skills required include: Microsoft Outlook, Word, Excel, and PowerPoint.

·        Advanced knowledge of utility billing systems, financial software, and office management tools.

·        Exceptional customer service abilities, with experience resolving escalated customer issues.

·        A comprehensive knowledge of utility-related government regulations is required.

·        A comprehensive knowledge of the geography of the City and County is required.

·        The ability to maintain cooperative relationships with City officials and with the general public is required.

·        Experience with budget preparation and financial management.

• While the offices of the City are open from 8:00 a.m. to 4:30 p.m., Monday through Friday, this position may require work beyond these hours and on the weekends and holidays.