Utility Billing Supervisor

The City of Tigard's Finance department is currently recruiting for a Utility Billing Supervisor to join their team. The Utility Billing team consists of eight teammates and a supervisor and serves as the public face of the city’s utility billing department. Utility billing reads all water meters in Tigard each month and processes utility bills for all customers. The team collects and processes payments, sets up payment plans, and turns water service on and off. The supervisor works in collaboration with other teams throughout the city to ensure the coordination of responsibilities.
  
 Our next Utility Billing Supervisor will have experience with billing systems and be highly skilled in customer service techniques including defusing frustrated or angry customers. The ideal candidate will demonstrate analytical skills to work through problems with teammates and customers, reaching solutions that are most helpful while staying within city policies and code. They will also train any new teammates as well as work through any issues to resolve a problem as well as create new standard operating procedures. In addition, the supervisor will motivate teammates and maintain a positive workplace culture.

Please review the Utility Billing Supervisor classification for additional details about this job. 

• Supervise Utility Billing operations. Ensure the goals and objectives of the city and Utility Billing are met. Develop, recommend, implement and review operational work plans, policies, procedures and reports. Set performance standards with input from Management. Evaluate program performance and effectiveness and take action for improvement as necessary. 
• Plan, assign, monitor, review and evaluate the work of eight Utility Billing operations and field staff. Authorize overtime and approve time off requests. Participate in hiring decisions. Train, coach and provide developmental or cross-training opportunities to employees. Conduct employee performance discussions and feedback. Develop and administer work improvement plans. Respond to employee grievances and conduct disciplinary processes according to the collective bargaining agreement and city policy. 
• Interpret and explain policies and procedures to Utility Billing and city staff and the general public. Respond to complaints and to unusual or complex requests for information. Handle confidential and sensitive information on a regular basis. 
• Perform highly technical or specialized functions, including financial transactions, research of accounts and complaints, preparing solutions and alternatives for consideration by Management, and perform Utility Billing functions as necessary. Provide guidance to Utility Billing staff on unusual or non-standard transactions or requests; perform duties of subordinate staff during absences or periods of high work load. 
• Assist in preparing and monitoring the Utility Billing's budget by compiling, projecting and analyzing data. Review expenditures and research and reconcile variances. Coordinate training and travel for staff members. 
• Model and coach employees on excellent internal and external customer service. Promote professional and courteous behavior with a creative approach to problem resolution that creates a positive experience for the customer. 
• Ensure responsibility for performance communication, goal management and employee development.
• Subject to confidentiality, as is related to program.
• Perform full functions of the role as a subject matter expert and position with integrity and respect for city policies and relevant law.
• Assist in creating a positive and supportive work environment prioritizing a culture of collaborative teamwork, clear communication, and ongoing personal and professional development. 
• Contribute to the promotion of organization values, including diversity, equity, inclusion, and belonging; support a culture of accountability within the organization and actively promote the value of respect in a multicultural society.
• Represent the city in operational functions in a courteous and respectful manner. Produce the highest quality results while working towards accomplishing the city’s vision, goals, and strategic plan. 
• Develop safe work habits and follow all required safety policies, procedures, and techniques. Contribute to the safety of self, co-workers, and the general public.
• Follow policies as outlined in the Employee Handbook as well as any other applicable city, department, or divisional policies and procedures. 
• Produce an acceptable quantity and quality of work within established timelines. 
• Participate in the Emergency Management program including planning, classes, training sessions, exercises and emergency events as required. 

  
Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying.  A typical way to obtain the required qualifications would be:

• Equivalent to completion of the twelfth (12th) grade ; AND
• Some additional training or education related to leadership, management, supervision, or finance; AND
• Four (4) years of  accounting, billing, collections, and/or customer service experience, including at least one (1) year of supervisory or lead experience.

Preferred Qualifications:

• Government accounting experience; AND 
• Tyler Technologies Munis ERP experience; AND
• Utility billing experience with a municipality.

Union Representation: Not applicable for this position.
 
Schedule: 4 10-hour days (Monday-Thursday) Typically 7:30 a.m.-6:00 p.m. This position is required to be onsite.
 
 How to apply: Please apply online. We do not accept applications via email. Applications must be received by Human Resources by the closing time/date.

IMPORTANT (Please Read): In lieu of resumes and cover letters, the City of Tigard evaluates each applicant's work history and responses to supplemental questions. Please complete the application and answer the supplemental questions thoroughly to ensure our subject matter experts can appropriately evaluate your experience.

ATTENTION VETERANS: To receive veteran's preference, please upload your DD214/Separation documentation.

Salary : $76,924 - $100,578