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Utility Billing Supervisor

2 months ago

The Villages, United States Village Center Community Development District Full time
Job DescriptionJob Description

JOB SUMMARY

This position performs under general direction of the Utility Billing & Collections Manager, directs & oversees daily customer service, utility, trash & amenity fee billing & collection and prorations. Works with a general outline of tasks to be performed within the areas defined below & with minimal supervision, develops work methods & sequences to successfully accomplish these duties within the designated time limits. This is a multi-faceted position responsible for working with all levels of management, supervises Billing and Collections Technicians and Prorations staff in handling a wide variety of customer issues with a positive, friendly, business-like manner with appropriate compassion. Deals directly with resident inquiries, water utility software & utility engineer vendors, water & wastewater contract services, other department supervisors & staff, other government entity representatives & the general public.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Includes, but not limited to)

Billing and Collection

  • Ensures all customers are billed monthly on a timely and accurate basis based on the Public Service Commission approved tariff of and rules of the Village Center Community Development District, North Sumter County Utility Dependent District, and Wildwood Utility Dependent District that establish appropriate rates and procedures.
  • Coordinates with contracted meter readers to ensure comprehensive and accurate reading of all meters each month within established time windows.
  • Ensures monthly billings are correct through verification of billing checklists and that any errors are corrected to ensure smooth month-end closing.
  • Processes documentation for liens and oversees management of all processes relating to liens and their filing or satisfaction.
  • Map and route upcoming billing schedules for all utilities.
  • Directs the Pro-ration staff in the accurate and timely allocation of all categories of billings between the buyer and seller during the month of property sale. Applies procedures to both new and re-sale property transactions. Ensures coordination with realtors, title companies, attorneys, banks and mortgage companies, and other parties involved in real estate transactions are properly completed to facilitate the orderly transfer of accounts from the old owner to the new owner.

Customer Service

  • Monitors a bank of incoming telephone lines manned by a staff of billing and collections technicians.
  • Ensures that a walk-in customer service desk position is attended from 8:00 a.m. to 5:00 p.m. daily to handle payments and answer in-person inquiries.
  • Handles customer emails and Incident Reporting emails.
  • Handles referrals from customer service representatives for difficult cases or for elevation at customer request. Must have the ability to calmly deal with customers under adverse conditions and resolve problems in accordance with District rules and policies, while maintaining principles of good customer service.
  • Manages and trains Billing and Collections Technicians to handle all aspects of the billing and customer service job, including:
    • Downloading and uploading billing routes from the BS&A software to various meter reading devices.
    • Computation of bills and data transfer to the TSG offices for bill preparation and mailing.
    • Proper protocols in responding to a wide variety of customer inquiries.
    • Preparation of penalties, lien and cutoff notices for delinquent customers.
    • Manages flexible work schedules and rotates duties to provide a positive and productive work environment.

Information Management

  • Troubleshoots PC hardware and software prior to placing service calls.
  • Coordinates with the TSG Information Systems Department on hardware and software issues, including mass production and mail room issues.
  • Coordinates with BS&A concerning software changes and issues related to billing.
  • Coordinates with various meter specialist companies on software and hardware issues related to meter reading and interface to the BS&A software.
  • Coordinates and implements the annual rate changes for each utility as well as any mandated rate changes.
  • On a biweekly basis prepares time & attendance input into payroll system for assigned staff.

Administrative

  • Manage daily operational oversight regarding billing & customer service.
  • Provides verbal and written answers to customer inquiries.
  • Research legal documentation related to property and title ownership, returned payments, foreclosures and bankruptcies and collections.
  • Updates customer database based upon information provided by customers and ensures the integrity of the customer billing database.
  • Prepares research for special projects as assigned.
  • Trains and cross-trains Billing and Collection Technicians as needed.
  • Consults with the legal firms engaged by Districts to address billing issues and lawsuits where a district is named relating to such issues.

Supervisory

  • Acts as Billing and Customer Service Supervisor.
  • May act as a manager in the absence of the Utility Billing and Collections Manager.
  • Assists with resolution of customer complaints identified by staff members.
  • Directly supervises the Billing & Collection Technicians, including selection, training and evaluations.

Additional

  • Performs other duties as assigned.
  • May be expected to perform additional duties in an emergency.

ESSENTIAL EXPECTATIONS OF PERFORMANCE AND BEHAVIOR (Includes, but not limited to)

  • Cultivates and maintains effective working relations within the department, the District, as well as outside of the organization.
  • Models behavior to the District Core Values at all times.
  • Well organized and able to successfully multi-task, and work under pressure in a fast-paced environment to meet multiple demanding deadlines.

MINIMUM EDUCATION AND EXPERIENCE (Includes, but not limited to)

  • Bachelor’s Degree preferably in Business Administration, Accounting, Customer Service or a related field.
  • Previous supervisory experience preferred.

MINIMUM CERTIFICATES, LICENSES, REGISTRATIONS

  • Valid Florida Driver’s License required.
  • Required FEMA (ICS) certifications must be completed within six months of hire.
  • All candidates and employees must successfully pass background.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES (Includes, but not limited to)

Knowledge

  • Successfully learn utility billing and meter reading computer software. Prior knowledge of utility billing programs/software helpful.
  • Prior customer service experience, including but not limited to billing, collections, call center, etc. preferred.

Skills

  • Proficient personal computer skills and advanced proficiency level in Microsoft Office involving Word, Excel, Access, Outlook, Publisher, and Power Point.
  • Knowledge of automated financial programs/software helpful.
  • Proficient writing skills.

Abilities

  • Ability to be well-organized & successfully multi-task in a fast-paced environment to meet multiple demanding deadlines.
  • Excellent customer service skills dealing with both internal and external customers.
  • Excellent verbal communication skills and professional appearance.
  • Strong work ethic and commitment to providing optimal customer service.

EQUIPMENT

Position requires the use of telephones, personal computers and productivity software, document imaging scanners, copiers and other office equipment.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS (Includes, but not limited to)

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job the employee will be exposed to the following:

  • An interior office environment, with moderate change in temperature. The work environment is inside an air-conditioned building.
  • The noise level in the work environment is usually moderate.
  • There are frequent interruptions from the staff and the general public for information or assistance.

Physical Requirements

The physical requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the following applies:

  • Regularly required to stand; walk, push/pull; handling/fingering; reach forward; reach overhead; kneeling; stooping; twisting; squatting; sitting; balancing.
  • Must frequently lift and or move up to 20 pounds.
  • Possesses specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.