UTILITY BILLING SERVICES ADMNIISTRATOR

Job Summary:

The Utility Billing (UB) Administrator provides strategic oversight for the Utility Billing Service division, ensuring smooth and efficient processes. This role plays a critical leadership role in overseeing the UB division, ensuring efficiency, accuracy, and timely processing of utility bills for customers. This position is responsible for proper and effective billing processing, revenue collection, customer service, setting divisional goals, and ensuring compliance with regulations. The UBA also plays a key part in optimizing division operations and providing exceptional service to the community.

Minimum Job Requirements:

• Associates degree in Business or Public Administration or closely related field.
• Minimum of 4 years experience in utility billing, customer service or municipal government experience, including a minimum of 2 years experience in a supervisory role.
• A valid driver’s license.
• Bilingual in English and Spanish preferred.

Essential Job Functions:

• Leads in all aspects of utility billing to ensure all operations are running efficiently with accurate billing in a timely manner.
  • Supervises and oversees the utility billing operations and divisional staff, including coordinating and directing workflow, making work assignments, training, making disciplinary and hiring recommendations, and conducting performance evaluations as assigned.
  • Identify, implement and maintain operational, technical and procedural problems to ensure compliance and efficiency in operations of UB Service. Perform audits to ensure compliance with City policies, department procedures and federal and state regulations.
  • Investigate and resolve customer issues, complaints and concerns with professionalism.
• Develop and manage reports, documents, divisional budgets and presentations for the UB Service Division.
• Maintain and order equipment, supplies and inventory for UB Service Division and ensure all tools, equipment and vehicles are operating to federal and state requirements.
• Analyze billing trends and financial data to identify opportunities for revenue enhancement and operational efficiencies.
• Oversee rate studies and recommend adjustments based on financial forecasting and cost recovery principles.
• Serve as the primary point of contact for policy discussions regarding utility billing, rate changes, and financial impacts.
• Lead the evaluation and implementation of advanced billing systems and customer service technologies.
• Identify and execute process improvements to optimize operational efficiency and reduce costs.
• Perform other duties as assigned.

Operational Management:

• Supervise utility billing staff, ensuring adherence to best practices, policies, and procedures.
• Oversee the billing cycle, including meter reading processes, invoicing, adjustments, and collections.
• Monitor and manage the accuracy and integrity of utility billing data and records.
• Direct the implementation and maintenance of billing software and other technology solutions to improve efficiency and accuracy.
• Develop and enforce internal controls to minimize errors, disputes, and revenue loss.

Knowledge of:

• Human resource policies and practices, including selection, supervision, training, performance evaluations, and termination.
• Water regulations and procedures.
• City policies and procedures.

Skills in:

• Leading and serving with confidence to make decisions concerning the City with integrity and transparency.
• Negotiating, mediating and resolving customer complaints and concerns.
• Managing a team of employees.
• Human resource policies and practices, including selection, supervision, training, performance evaluations, and termination.
• Water regulations and procedures.
• City policies and procedures.
• Knowledge of utility billing laws, regulations, and best practices.
• Advanced problem-solving abilities and conflict resolution skills.
• Ability to manage multiple projects and priorities effectively.
• Exceptional communication skills, both written and verbal.

Physical Demands/Work Environment:

Work is performed in a standard office environment with low to moderate noise level. Subject to sitting for an extended period of time, standing, walking, bending, reaching, kneeling, and lifting and putting away such items as records and office supplies of moderate weight of up to 75 pounds. Working with a wide variety of people, experiencing different levels of emotions

E.E.O.C. The City of Balch Springs does not discriminate on the basis of race, color, national origin, sex, religion, age, disability or military service in employment or the provision of services.