ESSENTIAL DUTIES AND RESPONSIBILITIES:

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

· Manages the general operation of the Utility Division Office, including provision of meter reading, billing, collection, water disconnection, late fees and customer service.

· Individually bills contractors for fire hydrant meter rentals.

· Track and maintain Performance Measures and fast facts for the Department

· Monitor Cash Receipts and application of adjustments to customer accounts

· Process all NSF Checks and maintain subsidiary ledger;

· Assist in writing and preparation of policies and procedures

· Assist Division Director with the annual audit by preparing work papers, schedule and analyzing account balances;

· Maintains the daily operation of the electronic meter reading system. Coordinates meter routes to ensure timely reading of water meters re-sequences current routes and adds new meter installations to the route database as needed.

· Responds to customer inquiries and complaints, conducts on-site inspections, advises customers of water business policies, operating procedures, and charges.

· Process and maintain new construction meters

· Maintain and oversee meter replacement program

· Monitors current utility accounts on and on-going basis to spot fluctuations that may warrant further attention.

· Resolves serious or complex customer complaints or inquiries not resolved by customer service staff; recommends action to the Division Manager as needed.

· Maintain and manage time and attendance

· Assist in the preparation of the City’s Annual Comprehensive Financial Report (ACFR)

· Manages all sanitation customers’ accounts, and coordinate and direct all work performed by the out-sourced contracted vendor for residential and commercial garbage customers.

· Orders and maintains all new meter installations.

· Create and maintain meter replacement program

· Assists Accounting Technicians with initiating new water service, terminating existing service, and reinstating service following delinquent payments and all other collection activities.

· Makes corrections to customer accounts due to posting errors.

· Process and maintain refund check reports

· Monitor account balance for Apartment complexes ad businesses

· Reviews various vendor billing statements for accuracy/request adjustments for inconsistencies.

· Assists Meter Readers in locating meters. Assigns sequence numbers to new accounts. Prints and reviews all route reports. Coordinates new meter installations and meter repairs with Public Service Water and Sewer Division staff.

· Processes work orders for various meter conditions. Reviews customer requests for leak adjustments to determine whether request meets guidelines in ordinance.

· Maintain and monitor division daily call logs

· Process monthly penalties and notification calls as it adheres to monthly billing

· Arranges payment plans and/or contracts with customers as needed; performs follow-up to ensure customer compliance with agreement.

· Sets up and maintains system controls in Utility billing.

· Sets up and maintains new rates changes in Utility billing.

· Prepares statistical reports regarding actual and/or anticipated revenues.

· Prepares monthly report for submission to Executive Administration, Mayor, and City Council.

· Prepares year end reports for external audits.

· Develops and implements operating policies and procedures for the Utility Billing Office.

· Answers escalated calls; Provides information, advice and guidance. Takes and relays messages to appropriate personnel. Returns calls as necessary.

· Receives and/or prepares letters, spreadsheets, reports, correspondence, forms and other documentation reviews, processes, and/or forwards as appropriate. Maintains files and logs. Performs other clerical duties.

· Responds to routine requests for information from city officials, City Manager, Division Director, employees, members of the staff, the public or other individuals.