Operations Coordinator / Water Business Office

Purpose & Job Related Requirements

REPORTS TO: Water Business Office Administrator
FLSA STATUS: Exempt - Executive
CLASSIFICATION: Personnel System; Requires satisfactory completion of a six month probationary period.
PAY GRADE: 120
SAFETY SENSITIVE: No

Purpose of Job
The purpose of this job is to perform administrative/technical and supervisory functions associated with the business operations of the Water Business Office, and Advance Metering Infrastructure (AMI) functions. This position is responsible for, but is not limited to: assuming the duties of the Administrator in his/her absence, supervising the billing, collections, and customer service functions relating to customer service, billing and historical account information management. Reviews and evaluates the AMI performance on a day to day basis inclusive of ensuring data security and accuracy and web –based interface with the customer; auditing/balancing financial records; generating statistical reports; maintaining computer system; supervising assigned staff; and performing additional tasks as assigned.

Job Related Requirements

WORK SCHEDULE: Monday - Friday 8:00 am to 5:00 pm with occasional after hours required.

May be required to work on religious holidays.

Regular and predictable attendance is required.

Must work cooperatively with others.

When requirements include vehicle operation, responsible for the safety, readiness and operation of the vehicle and must abide by ACC's safe driving policy.

Minimum Training & Experience Required to Perform Essential Job Functions

Associate's Degree in accounting, business, computer operations, or related discipline with three years of experience involving accounting, public relations, computer operations, and office management responsibilities at a management level required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Two years of supervisory experience required.

Valid driver's license required

Working knowledge of AMI Systems inclusive to all hardware and software preferred.

Essential Duties, Responsibilities

The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Supervises and evaluates assigned staff, handles all employee concerns, directing work assignments, counseling and disciplining employees when necessary, and completing employee performance appraisals.

Supervises the field service technicians in water connections and disconnections.

Assumes the duties of Administrator in his/her absence by supervising the billing, office collections, and customer service operations of the Water Business Office.

Assists the Administrator in planning, directing and supervising the operation and maintenance of the Billing System, Advance Metering Infrastructure (AMI System), and Customer Service Functions.

Attends training sessions, conferences, and seminars to remain abreast of software updates for future enhancement and makes recommendations for implementation.

Assists with budget development by recommending staffing levels and budgetary requirements to Water Business Administrator.

Assists Customer Service Supervisor with bankruptcy cases.

Assists Customer Service Supervisor and Billing Tech with calculations of customer account allocations due to customer request based on household size change or other relevant factors.

Assists office personnel in resolving problems and/or questions concerning billings, accounting, customer service procedures, meter exchanges, operating policies, and ordinance guidelines.

Resolves serious customer complaints and/or questions, which could not be resolved by customer service staff. Meet with customers to address/assist concerns with the ACC Billing and/or AMI system.

Consults with Administrator to resolve operational problems.

Audits and balances accounts receivable ledger, trial balance, billing update, cash update, adjustment update reports; audits accounts for coding errors; reviews preliminary registers for accuracy.

Tracks services provided on all billings, cash receipts adjustments, and consumption; generates and prepares various statistical reports and graphs on water business operations, including projected versus actual statistics; provides weekly, monthly, and year-to-date financial summaries.

Prepares payment agreements for delinquent customers; monitors payment agreements.

Verifies and enters adjustments generated by office staff to customer accounts; verifies reports and posts. Enters solid waste commercial accounts, adjustments for Solid Waste residential and commercial customers and deletes services from accounts.

Approves and enters refunds due to customers; verifies and posts.

Processes necessary program steps to send readings from electronic hand-held meter reading devices to main computer; makes reading assignments; uploads and downloads route information when needed.

Receives and/or prepares reports, correspondence, forms and other documentation; reviews, processes, and/or forwards as appropriate; maintains records; performs other clerical duties.

Answers the telephone; provides information, advice and guidance; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary.

Responds to routine requests for information from officials, employees, members of the staff, the public or other individuals.

Responds to Emergency Service Calls as required.

Performs other duties as assigned.

Knowledge, Skills and Abilities

Knowledge of the principles, practices and procedures of the Unified Government of Athens-Clarke County and the operations and functions of the Public Utilities Department.

Knowledge of practices, policies and procedures as necessary in the completion of daily responsibilities.

Knowledge of all applicable laws, ordinances, policies, standards and regulations pertaining to the specific duties and responsibilities of the job.

Knows how to keep abreast of any changes in policy, methods, operations, budgetary and equipment needs, etc., as they pertain to departmental operations and activities.

Knowledge of state and federal guidelines as they relate to the operations of a water distribution and sewer collection system.

Knowledge of Athens-Clarke County policies and procedures pertaining to ACC billing system of AMI meters, collectors, transceivers and handheld units for trouble shooting and data transfers and billing.

Knowledge of and proficient with desktop computer, laptop, smart phone, tablet, etc and ability to learn new software.

Knowledge of unified government ordinances and departmental rules, regulations and procedures pertaining to water billing and collection.

Knowledge of computerized utility billing practices and procedures, and of water rates, sewer rates, and ancillary charges.

Knowledge of accounting principles and practices and of supervisory techniques.

Knowledge and skill to operate various office equipment including a computer, printer, portable electronic meter-reading device, calculator, copier, microfiche copier, mailing equipment, cash register, two-way radio, and telephone.

Skill in oral and written communication, supervision, interpersonal communication, and performing mathematical calculations.

Skill in utilizing various word processing, spreadsheet, database, and/or other software programs relevant to the position.

Skill in organizational, management, human relations, and technical techniques.

Ability to keep abreast of any changes in policy, methods, operations, budgetary and equipment needs, etc., as they pertain to departmental operations and activities.

Ability to develop and administer policies, procedures, plans and activities and to monitor performance of subordinates against measured established goals.

Ability to develop and implement long-term goals for the department in order to promote effectiveness and efficiency.

Ability to effectively communicate and interact with subordinates, management, employees, members of the general public and all other groups involved in the activities of the Athens-Clarke County Government as they relate to the Public Utilities Department.

Ability to assemble information and make written reports and documents in a concise, clear and effective manner.

Ability to use independent judgment and discretion in managing subordinates including the handling of emergency situations, determining and deciding upon procedures to be implemented, setting priorities, maintaining standards, and resolving problems.

Ability to comprehend, interpret, and apply regulations, procedures, and related information.

Ability to handle required mathematical calculations.

Ability to read, understand and interpret personnel and financial reports and related materials.

Ability and skill in good organizational, management, human relations, and technical skills.

Supplemental Information

Total compensation at the Unified Government includes a comprehensive set of benefits, a well established culture of wellness, and a secure retirement that set us apart as a stable Employer of Choice where you can serve and make a difference in the community.

As an Employer of Choice, we offer:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Pet Insurance
• Group Accident insurance
• Critical Illness insurance
• Employer paid basic life insurance
• Contributory term life insurance
• Whole life insurance
• Employer Paid Short Term Disability
• Long Term Disability
• Employee Assistance Program
• Paid Time Off
• 13 paid holidays
• Employer Paid Pension Plan (10 years of service)
• Deferred Compensation Program with employer match
• Tuition Reimbursement Program
• Public Service Loan Forgiveness Employer – Federal Student Aid
• Robust Wellness Program – earn up to $175 per quarter for participation
• Employee Fitness Center – free for employees, spouse, and children 18
• Free onsite health screenings (to include hearing, skin cancer, biometric screening, flu shots)
• Safety & Risk training and job related vaccinations
• Uniforms provided
• Ongoing Training Opportunities and Career Development – Government Wide Learning Management System
• Discount Admissions – ACCGov Parks, Georgia Aquarium
• Annual employee appreciation events