Utility Billing Manager

JOB
Manages Utility Billing staff, activities, and services within the Water-Finance department; performs related work as required.The principal function of an employee in this class is to oversee and manage office activities related to customer service and utility billing within the Water-Finance department. The work is performed under the direct supervision of the City Treasurer with considerable leeway granted for the exercise of independent judgment and initiative. The nature of the work performed requires that an employee in this class establish and maintain effective working relationships with City officials, employees, business owners, government agencies, and the general public. The principal duties of this class are performed in a general office environment.

EXAMPLE OF DUTIES
Supervises, trains, and evaluates the work of utility billing personnel;Prepares yearly budget for Water-Finance department;Assists with Audit for utility billing processes;Oversees office activities to ensure that all members of the public are being treated in a pleasant and equitable manner and takes steps to correct any non-adherence to this policy;Prepares and process billings and reports for the Business Improvement District;Plans, organizes, develops, and modifies customer service and billing policies to ensure an efficient and effective process;Monitors and updates Utility Billing web page;Responds and resolves situations in which customers are upset, confused, or angry over City services, policies, or procedures by maintaining a civil demeanor and balancing the customers’ needs with existing department policies;Responds to requests for information by customers, agencies, City personnel, and the general public;Gathers and processes customer information and utility bills for water, sewer, garbage, and streetlights;Collects and calculates billing for septic haul/sewer information from the wastewater treatment plant;Reviews annual sewer revisions;Collects and processes garbage/dumpster information to be charged to contractors and commercial and residential customers;Monitors past due accounts on garbage customers and discontinues service if required;Monitors collection process of utility accounts, reports customers to a credit agency, and prepares monthly reports for appropriate departments;Completes and calculates adjustment vouchers for utility accounts;Prepares changes to sewer rates on an annual basis;Updates yearly rate changes for water, sewer/septic, garbage/dumpster, and streetlights;Processes a monthly report of water department activities for the City Engineer;Processes a monthly spreadsheet of account receivables for utilities and garbage accounts;Tracks hydrant water used and processes bills accordingly;Provides system support for the utility billing system and works directly with the billing software company to resolve any problems that may arise;Maintains and provides customer support for the utility payment website for water and irrigation payments;Approves time sheets for utility billing personnel;Approves invoices and purchase orders for the Water-Finance department;Oversees the sale of dog licenses and reporting for appropriate departments;Oversees the Caldwell Care program by administering checks to customers and preparing yearly notices to donating patrons;Oversees Water Board processes and procedures;Responds to all internal and external customers (city employees, governmental representatives, business organizations, community groups, and the public) in a courteous and timely manner;Answers department telephone calls, receives, and greets visitors to the department and provides information to callers and visitors or makes referrals to other appropriate departments or city personnel;Researches customers questions if an answer is not readily available, including reviewing departmental policy manuals and talking to appropriate city personnel and then contacting the customer with the needed information;Explains and promotes the features, policies, and services within the department;Gathers, assembles, updates, distributes, and files a variety of information, forms, records, and data as requested;Provides needed information and demonstrations concerning how to perform certain work tasks to clerical employees or as required;Keeps immediate supervisor and designated others fully and accurately informed concerning work progress, including present and potential work problems and suggestions for new or improved ways of addressing such problems;Attends approved meetings, conferences, workshops, training sessions, and reviews publications and audio-visual materials to become and remain current on the principles, practices, and new developments in assigned work areas;Communicates and coordinates regularly with appropriate others to maximize the effectiveness and efficiency of interdepartmental operations and activities;Respects the opinion of others and maintains a positive and professional working relationship with employees, supervisors, and others;Attends weekly board meetings to respond to questions and explain or interpret policies;Performs other related duties as assigned.