Description

Hiring Range: $74,668 - $82,135 annually
Work Schedule: Generally Monday-Friday; and, after-hours meetings and problem resolution.
NATURE OF WORK
As the Utility Billing Supervisor, individuals in this position perform various complex administrative, supervisory, analysis, and technical duties in support of the town’s Utility Billing Division. Responsibilities include planning, organizing, implementing, and coordinating utility billing and collections. This individual is expected to provide clear and articulate town information to the general public or other outside organizations with minimal supervision.
Individuals in the position are required to perform work in a manner consistent with and exemplary of the town’s PRIDE philosophy and the town’s Equal Employment Opportunity policy.
SUPERVISION EXERCISED
The Utility Billing Supervisor supervises the Utility Billing Division and directly supervises the Utility Billing Coordinator I and Utility Billing Coordinator II.
SUPERVISION RECEIVED
This individual works under the direct supervision of the Information Services Director to carry out assigned duties, functions, roles, and projects in both routine and complex circumstances.

Essential Job Functions

ESSENTIAL JOB FUNCTIONS
The Individual in the Customer Service Manager role is assigned specific assignments, job duties, scope, authority, responsibility, roles, and requirements as determined by the town, department, division, and pursuant to laws, regulations, and practices. Individuals in this position must be able to successfully perform, be responsible for, and/or assist in the fulfillment of many job functions and duties, with or without reasonable accommodation.
The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all-inclusive:

• Responsible for supervision and management of division staff; plan, direct, supervise, and evaluate the performance of assigned staff; interview and select employees and recommend transfers, reassignment, termination, and disciplinary actions; provides training as necessary and develop subordinate(s); write and conduct performance evaluations’ arrange for appropriate training of subordinate(s); ensure(s) subordinate(s) complies with applicable occupational health and safety standards and department regulations regarding conduct and appearance.
• Leads, supervises, and engages employees in a manner that aligns with the department and the town’s strategic plan, mission, vision, objectives, and expectations.
• Provide direction and leadership to the division and involve town staff in planning as needed. Takes responsibility for the Division’s activities, efforts, and accomplishments and provides accurate and regular performance feedback and information to the division.
• Oversees the preparation of utility bills for water, sewer, trash, and stormwater, including the entering and reviewing of water meter readings, impervious areas, payments, utility turn-on and shut-off, and customer information.
• Perform the division's more difficult and complex billing duties, including resolving escalated customer complaints, resolving payment and service issues, and managing the Customer account review process to render decisions when customers dispute charges.
• Performs special account research and analysis for department and Town staff.
• Works with IT services on computer software installation, testing, and upgrades.
• Provides information to the public. Responds to and resolves difficult or sensitive citizen or business inquiries and complaints regarding utility billing transactions. Resolves operational problems.
• Assures the utility business office provides prompt, courteous customer service and assures that customer complaints about utility bills are satisfactorily resolved.
• Coordinates periodic audits with utility department staff and implements approved adjustments including communication to residential and commercial customers.
• Oversees and participates in the development of the utility billing budget; participates in the forecast of necessary funds for staffing, materials, services, and supplies; monitors the approved budget; discusses and resolves budget issues with appropriate staff.
• Utilize metrics to monitor and evaluate the efficiency and effectiveness of service-delivery methods and procedures; recommend performance improvements and, within Town policy, appropriate service and staffing levels.
• Improves utility billing quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
• Achieves utility billing objectives by contributing utility billing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements.
• Maintain detailed financial records of all revenue billed and collected; prepare and review the accuracy of complex financial records, customer data, and reports as necessary; collaborate with the Finance Department to reconcile variances between subsidiary ledgers and general ledger.
• Oversees the formulation and enforcement of internal controls and provide support to internal and external auditors.
• Reviews proposed ordinances and regulations, plans and technical reports related to departmental activities for content, accuracy, and feasibility; presents changes, reports, and studies to Information Services Director, Leadership Team, and Town Board.
• Works in partnership with other employees, departments/divisions, external entities, and the public to deliver effective, efficient, and innovative customer/administrative services. Continually seeks ways to integrate and coordinate services and initiatives with others.
• Research information and analyze data to prepare documents for review and presentation.
• Creates reports and presentations from researched information and data analysis.
• Review forms and reports and confer with management and users about format, distribution, and purpose, and identify problems and improvements.
• Reviews, anticipates, and notifies key leadership when legislative bills may impact operations.
• Aids other town departments/divisions as required.
• Attends state and local professional associations and other meetings, workshops, and conferences as approved and/or directed.

• Performs research as directed, such as discovering new technology or tools, market research, etc.
• Performs related duties as established by law/ordinance or reasonably directed by the town.
• May participate in town employee committees, projects, or assignments as required.
• Performs work safely, reports safety concerns to management, and supports safe work practices.
• Assists other town departments/divisions, as necessary.

Education, Knowledge, Skills, Abilities

EDUCATION, EXPERIENCE AND FORMAL TRAINING

• High school diploma or GED
• Bachelor’s degree, recent graduate or currently pursuing one in a related field (finance, business, accounting etc.) highly desired.
• Minimum of five (5) years of increasingly responsible billing and collections experience in municipal utilities or other customer service environments, including two (2) years in a supervisory role.
• Strong computer literacy, including Microsoft Office Suite and software/database systems.
• Equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills, and abilities to perform the essential functions of the job.

• Must have a current Colorado Driver’s License or the ability to obtain one upon hire, that meets the Town of Windsor’s standards

• Considerable knowledge of utility billing, office management, and customer service principles and practices.
• Considerable skill and ability to manage and evaluate databases.
• Understands business implications of decisions, demonstrates knowledge of standard business practices, and aligns work with strategic goals.
• Ability to communicate change effectively, prepare and support those affected by the change, monitor transition, and evaluate results.
• Expresses ideas and thoughts verbally and in written form. Exhibits good listening and comprehension; selects and uses appropriate communication methods. Possesses excellent writing and speaking skills.
• Confronts difficult situations, maintains objectivity, establishes and maintains effective relations, and works actively to resolve conflict in the best interest of all parties/organizations best interest.
• Assures that assigned areas of responsibility are performed within approved budget; performs cost control activities; monitors revenues and expenditures in the assigned area to assure fiscal control; prepares annual budget; assures effective and efficient use of budgeted funds, personnel, materials, facilities, and time; applies organizational resources/uses resources effectively, develops and implements cost saving measures as appropriate.
• Promotes customer focus, establishes customer service standards, and monitors customer satisfaction to ensure the best outcomes are attainable.
• Reacts well under pressure, shows courage to act, inspires respect and trust, and motivates others to perform well. Engages others and supports others in keeping with the town’s performance plans and objectives.
• Maintains positive and productive professional and interpersonal relationships with staff, clients, community constituents, leaders, and others.
• Follows policies and procedures and completes administrative tasks correctly and on time. Supports the organization’s goals and values and benefits the organization through outside activities.
• Sets clear goals and objectives. Measures key outcomes and improves processes, products, and services. Achieves established goals. Displays a commitment to excellence.
• Exhibits objectivity and openness to others’ views, gives and welcomes feedback, and puts the team's success above own interests.
• Skill in operating a personal computer, telephone, copy machine, facsimile machine, and other standard office equipment. Skill in using Windows software such as Outlook, Word, Excel, and PowerPoint. Skill in the operation of a motor vehicle.
• Ability to maintain confidential information; and exercise considerable initiative and sound judgment.
• Able to plan, organize, establish, and administer budgets; communicate clearly in English, verbally and in writing; work well with varied and demanding people; research, analyze, prepare, interpret and/or review complex administrative and operating reports and records, technical journals, financial reports, and legal documents; read, analyze, and interpret state and federal guidelines. organize information in a clear and logical format.
• Able to work independently from broad direction with limited supervision; engage in best practice and judgment; work well with culturally diverse people; identify, analyze, and address problems and trends in a timely, efficient, and equitable manner; organize tasks and working environment to maximize efficiency; focus attention on tasks, which may be complex, routine, or repetitive, without losing concentration or becoming distracted by external activities; and coordinate, analyze and utilize a variety of reports and records.

• Equipment: Position requires the use of a variety of equipment: computers, tablets or other digital equipment, digital cameras, copiers, printers, scanners, fax machines, and telephones.

Additional Information

WORKING ENVIRONMENT & PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The physical activities of this position include, but are not limited to, the following: climbing, balancing, kneeling, stooping, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, sitting, grasping, feeling, talking, hearing and repetitive motions.
The physical requirements of this position are considered Medium Work, exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
The employee is subject to inside environmental conditions (protection from weather, but not necessarily temperature changes.) but may be occasionally be exposed to outside conditions in the course of regular activities.
This position is not considered safety sensitive because the individual does not operate a commercial motor vehicle, as a regular function of his/her daily job duties.
Note: This position description is not intended to be an exclusive list of all of the requirements, duties, tasks, roles or responsibilities associated with the position. Nothing in this position description restricts the town’s ability to assign, reassign or eliminate duties and responsibilities of this job at any time.
The Town of Windsor will make all reasonable accommodations to ensure that people with disabilities have an equal opportunity in employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The town is dedicated to the principles of equal employment opportunity. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), gender (regardless of gender identity or gender expression), sexual orientation, color, religion, national origin, creed, disability, marital status, military status, genetic information, pregnancy, or any other status protected by applicable state or federal law.

The town is dedicated to the principles of equal employment opportunity. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), gender (regardless of gender identity or gender expression), sexual orientation, color, religion, national origin, creed, disability, military status, genetic information, pregnancy, or any other status protected by applicable state or federal law. This prohibition includes unlawful harassment based on any of these protected classes. Unlawful harassment includes verbal or physical conduct that has the purpose or effect of substantially interfering with an individual’s work performance or creating an intimidating, hostile, or offensive work environment. This policy applies to all employees, including managers, supervisors, co-workers, and non-employees such as customers, clients, vendors, consultants, etc.

The town will make reasonable accommodation(s) for qualified individuals with known disabilities unless doing so would result in an undue hardship for the town or cause a direct threat to health or safety. The town will make reasonable accommodation(s) for employees whose work requirements interfere with a religious belief, unless doing so poses undue hardship on the town. Employees and/or applicants needing such accommodation are instructed to contact the Human Resources Department.

• Group health benefits package and options, which include medical, dental and vision
• 100% Employer Paid long-term disability plan
• 100% Employer Paid Basic life insurance policy
• Retirement Offerings (regular full-time employees):
  • 401a Retirement Plan - employer contribution match up to 6% based on employee participation – Vested at 20% per year, with 100% vested after 5 years of employment
  • 457 Deferred Compensation and/or Roth Retirement Plan, with immediate employee eligibility
• Retirement Offerings (Sworn Police Positions):
  • FPPA Pension Plan
• Voluntary short-term disability plan
• Paid Vacation Time - generally accrues monthly at the rate of 7.33 hours for full-time regular employees the first year, (unpaid status impacts accruals) Time added every year.
• Paid Sick Leave - generally accrues at the rate of 6.67 hours per month (unpaid status impacts accruals)
• Personal Days (up to two days, depending on hire date)
• Holiday Pay:
  • Regular full-time employees receive eleven (11) paid holidays annually
  • Sworn Police Officers receive thirteen (13) floating paid holidays annually
• Employee Assistance Program (EAP) effective immediately
• Discounted Membership to the Windsor Community Recreation Center