Utility Billing Supervisor

Join the City of Gresham as our Utility Billing Supervisor!

Do you have a passion for customer service and leadership?

The City of Gresham is seeking a customer service focused Utility Billing Supervisor who thrives in a fast-paced environment. Leading and supervising the operations of the Utility Billing team includes working with staff to ensure accurate billing of customers, evaluating and implementing process improvement for utility billing functions including the automated meter system, and overseeing and coordinating the City’s utility customer assistance program. The Utility Billing team is part of the Budget & Finance Department and this position reports to the Financial Operations Manager.

Our Utility Billing team is made up of customer service, field and program staff that manage and assist over 27,000 utility accounts. This team assists customers in person, on the phone and via email with their utility account questions and concerns. This position also works closely with other City departments, including the Public Works Department, which is responsible for operating the municipal utilities of Water, Stormwater and Wastewater. If you enjoy working with the public, empowering staff, process improvement, and providing high-quality customer service, then this job is for you.

As Oregon's fourth-largest city, Gresham is a welcoming community of hard-working people where tradition and heritage meet innovation and opportunity. Gresham is a dynamic and rapidly growing city where families and businesses have a mutual desire and drive to thrive. City of Gresham employees care deeply about the community they serve, and go 'one step beyond' to deliver services in collaborative, inventive, practical, and nimble ways. Our work is challenging, fast-paced and rewarding.

We believe that to deliver the highest level of service to all Gresham community members, it is crucial we employ a diverse workforce, foster an inclusive working environment, and ensure our policies and systems result in equitable outcomes. The City seeks candidates who will support these values by continuously incorporating equity in their daily work and actively contributing to a workplace culture that respects unique viewpoints, life experiences and cultural perspectives. Come build the future with us.

As the Utility Billing Supervisor, you will:

· Supervise and Develop a High-Quality Team – Lead a team of 7 utility billing team members (including Utility Customer Service Representatives, Utility Program Techs and Water Services Field Representative) providing mentorship, performance evaluations, setting performance standards, setting priorities, assigning tasks, training, and fostering a positive and collaborative workplace culture. The supervisor will work with department management on recruitment/hiring, coaching, and disciplinary responsibilities for their team.

· Customer Service – Deliver high-quality customer service by responding to customer inquiries and concerns via phone, email or in person including when escalated from front line staff. Provide accurate information about City services, policies and procedures to the community. Monitor overall team productivity such as call and email volume.

· Program Oversight – Lead the daily operations of the Utility Billing Team including customer assistance, account billing, accounts receivable, meter read processing, ensure data input integrity, testing and training of software updates, reviewing and auditing bill processing, and quickly and effectively identifying and resolving issues when they arise. Maintain internal controls to ensure information security, equity and fiscal responsibility.

· Process Improvement – Plans and organizes the City’s Utility Billing program including developing procedures to implement new and/or changing requirements and recommending and establishing administrative controls and improvements as necessary.

Collaborative: A self-directed leader who promotes a harmonious and inclusive work environment. A strong communicator who leads by examples, coaches to success, gives and receives constructive feedback, with the ability to articulate thoughts and express ideas effectively using verbal, written, visual and nonverbal communication skills, as well as listening skills to gain understanding.

Strategic: An analytical thinker with proven process improvement approaches. Rely upon a variety of approaches to manage and resolve concerns, disagreement and conflict.

Nimble: A quick learner with ability to manage multiple projects , with strong change management skills and able to reprioritize tasks as circumstances change and make sure that key deadlines and deliverables are property addressed.

Attention to Detail: Someone who places accuracy as a priority in accomplishing tasks with consideration for all areas involved, monitors and check work, data, and other information regularly; plans and organizes time and resources efficiently.

Customer Service Focused: Create a learning environment dedicated to continuous improvement with a customer centric focus. Coach and lead by example to provide excellence in customer relations.

Diversity, Equity, Inclusion, and Belonging: Ability to understand a set of values, behaviors, attitudes and practices of others that allows one to work effectively, and cross culturally. Ability to honor and respect the beliefs, language, interpersonal styles and behaviors of individuals. Promotes justice, impartiality and fairness within the procedures, processes, and distribution of resources. Someone willing to tackle equity issues and understand the root causes of outcome disparities within our society.

· Associates degree

· Five (5) years of billing, collections, and or customer service experience with two (2) years of supervisory experience.

OR

· Bachelor’s degree

· Three (3) years of billing, collections, and or customer service experience with two (2) years of supervisory experience.

Any combination of a qualifying education, training and/or experience equivalent to 7-10 years will be considered.

· Intermediate to Advanced skills in Microsoft Office Suite (Excel)

· Experience analyzing and interpreting large sets of data

· An intermediate understanding and application of accounting concepts such as cash handling, monetary reconciliations, cashiering, statistical research and analysis.

· Experience managing a diverse workforce

· Experience leading teams within a unionized work environment under a collective bargaining agreement

· Experience working in utility financial operations

• Complete online application (Do not type 'see resume' in any fields or leave work experience fields blank in the application template.)
• Answers to supplemental questions
• Resume

The City of Gresham offers a comprehensive and equitable base salary within the listed range based on your experience, skills, and education verified in your application. We encourage you to clearly describe how you meet the minimum and preferred qualifications and essential attributes in your application materials. Learn more about Oregon Equal Pay.

If you desire a modification of this process to accommodate a disability, please provide your request in writing to HRRecruiting@GreshamOregon.gov, or by phone to 503-618-2729, upon submitting the required application documents.

A review of application materials including your response to supplemental questions submitted will determine which candidates will be invited to an interview. Communication with candidates will be done primarily through e-mail. Sometimes these messages may land in a spam or junk mail folder. We encourage you to monitor your inbox as well as the inbox within the governmentjobs.com portal for important updates related to this process.

Veteran's Preference

The City of Gresham provides qualifying veterans and disabled veterans with preference in employment in accordance with state law. Any candidate wishing to have their qualifying veteran's preference applied to the process must submit a qualifying document (DD Form 214 or 215) at the time of application providing proof of eligibility that includes discharge status. Disabled veterans must also submit a copy of their Veteran's disability preference letter from the US Department of Veteran Affairs at the time of application, unless the information is included in the DD Form 214 or 215.

Our Commitment

The City of Gresham is committed to providing equal employment opportunity to all qualified employees and applicants without unlawful regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, mental or physical disability, genetic information, veteran status, marital status, familial status, or any other status protected by applicable federal, Oregon, or local law.

Please direct questions about this position to 503-618-2729 or HRRecruiting@GreshamOregon.gov.

Salary : $83,570 - $120,336