What are the responsibilities and job description for the Billing Office Manager position at The City of Elkhart?
CITY OF ELKHART – JOB DESCRIPTION
DEPARTMENT
Public Works & Utilities
POSITION
Billing Office Manager
DIVISION
Billing Office
STATUS
Full-time
CATEGORY
Salaried, up to $57,400
FLSA
Exempt
REPORTS TO
Assistant Director of Public Works
DATE
2025
JOB SUMMARY
The Billing Office Manager is responsible for overseeing the daily operations of the Utility Billing Office. This role involves supervising staff, managing billing processes, maintaining accurate financial records, and ensuring excellent customer service. The position requires strong leadership, attention to detail, and problem-solving skills to improve efficiency and maintain compliance with city policies.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Supervise and train billing staff, assign tasks, and evaluate performance.
- Manage utility billing software (Incode), update records, and troubleshoot issues.
- Process payments, handle billing adjustments, and ensure account accuracy.
- Assist customers with billing inquiries and service-related concerns.
- Schedule and process service orders for utility technicians.
- Maintain organized financial records, run billing batches, and balance funds.
- Serve as a liaison with software vendors for system updates and troubleshooting.
- Act as a backup cashier and handle daily financial balancing.
- Testify in legal proceedings as needed.
OTHER DUTIES AND RESPONSIBILITIES
- Assist in department projects, system upgrades, and process improvements.
- Maintain organized records and documentation for audits and reporting.
- Perform additional duties assigned by the Assistant Director of Public Works.
EDUCATION AND EXPERIENCE
- High school diploma or GED required.
- Previous experience in billing, customer service, or administrative roles.
- Cash handling or financial transaction experience is beneficial.
KNOWLEDGE, SKILLS, AND ABILITIES
- Proficiency in Microsoft Office and billing software (Incode preferred).
- Strong understanding of utility billing processes and financial reconciliation.
- Excellent customer service and communication skills, both written and verbal.
- Ability to lead a team, delegate tasks, and maintain office efficiency.
- Strong attention to detail, problem-solving abilities, and organizational skills.
PHYSICAL, MENTAL, AND VISUAL SKILLS
- Ability to sit for extended periods while working on a computer.
- Must be able to lift 25 pounds occasionally.
- Ability to focus on detailed work in a fast-paced environment.
- Capacity to handle multiple tasks while responding to customer needs effectively.
WORKING CONDITIONS
- Standard office environment with frequent customer interactions.
- Occasional exposure to irate or upset customers.
- Requires extended periods of sitting, computer use, and detailed work.
- Some tasks may require extended hours during peak billing cycles or to resolve urgent matters.
- Interaction with multiple departments, vendors, and the public.
POST OFFER TESTING REQUIRED
- The City of Elkhart is a Drug Free Workplace. Therefore, successfully passing a post offer drug screen is required (random drug testing may be conducted after employment).
- Background checks producing acceptable BMV and criminal history reports required.
POLICY STATEMENT
- The incumbent is required to possess the knowledge, skills, and abilities, and the physical, mental, and visual skills described in this job description to perform the principal duties, responsibilities and essential job functions.
- This job description is intended to describe the general nature and level of work being performed by the incumbent. Principal duties and responsibilities are intended to describe those functions that are essential to the performance of this job and other duties and responsibilities include those that are considered incidental or secondary to the overall purpose of this job.
- This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by the mayor. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.
Salary : $57,400
