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Utility Billing Operations Manager

2 months ago

Windsor, California, United States Town of Windsor Full time

Salary Range: $74,668 - $82,135 annually

Work Schedule: Typically Monday-Friday; may include after-hours meetings and issue resolution.

POSITION SUMMARY

The Utility Billing Operations Manager is responsible for overseeing various intricate administrative, supervisory, analytical, and technical functions within the Utility Billing Division. This role involves strategizing, organizing, executing, and coordinating utility billing and collection processes. The manager is expected to convey clear and precise information to the public and external organizations with minimal oversight.

SUPERVISORY RESPONSIBILITIES

This position supervises the Utility Billing Division and directly manages the Utility Billing Coordinator I and II.

REPORTING STRUCTURE

The Utility Billing Operations Manager operates under the direct supervision of the Information Services Director, executing assigned duties and projects in both routine and complex situations.

KEY RESPONSIBILITIES

The following responsibilities exemplify the primary functions of this role and are not exhaustive:

  • Manage and oversee division personnel; plan, direct, supervise, and assess staff performance.
  • Conduct interviews, select candidates, and recommend personnel actions such as transfers, terminations, and disciplinary measures.
  • Provide necessary training and develop team members; conduct performance evaluations and ensure compliance with occupational health and safety standards.
  • Lead and engage staff in alignment with the department's strategic goals and objectives.
  • Direct and guide the division's activities, ensuring accountability for performance and outcomes.
  • Oversee the preparation of utility bills for various services, including water, sewer, and trash, ensuring accuracy in meter readings and customer data.
  • Handle complex billing tasks, including resolving escalated customer complaints and managing account disputes.
  • Collaborate with IT services for software installations and upgrades.
  • Respond to and resolve challenging inquiries from citizens and businesses regarding utility billing.
  • Ensure prompt and courteous customer service in the utility business office.
  • Coordinate audits with utility department staff and communicate adjustments to customers.
  • Assist in developing and monitoring the utility billing budget, ensuring fiscal responsibility.
  • Utilize metrics to assess service delivery efficiency and recommend improvements.
  • Enhance billing quality by analyzing processes and implementing changes based on performance metrics.
  • Maintain detailed financial records and collaborate with the Finance Department for reconciliations.
  • Support internal and external audits by enforcing internal controls.
  • Review and provide feedback on proposed regulations and reports related to departmental activities.
  • Foster collaboration with other departments and external entities to deliver effective services.
  • Conduct research and prepare documents for presentations.
  • Attend professional meetings and workshops as directed.

QUALIFICATIONS

Education: High school diploma or GED; Bachelor's degree in a related field (finance, business, accounting) is highly preferred.

Experience: A minimum of five years of progressively responsible experience in billing and collections within municipal utilities or customer service, including two years in a supervisory capacity.

Skills: Proficient in Microsoft Office Suite and database management; strong analytical and communication skills.

Licenses: Must possess a valid Colorado Driver's License or the ability to obtain one upon hire.

WORK ENVIRONMENT

This position may require occasional exposure to outdoor conditions and involves physical activities such as lifting and reaching. The role is not considered safety-sensitive.

The Town of Windsor is committed to providing equal employment opportunities and will make reasonable accommodations for individuals with disabilities.