Starting Hiring Range: $59,701.82 - $73,134.73

The purpose of this position is to coordinate and monitor the operations of the Utility Billing Division, assist in the supervision of staff, and assist the Utility Billing Manager by providing excellent customer service and resolving customer issues.

Provides quality customer service in greeting the public, responding to inquiries, and answering the telephones.
Assist in the supervision, training, and development of Utility Billing Technicians.
Oversee and support daily revenue collection, providing guidance on procedures, customer service issues, and cash handling; monitor daily customer account transactions.
Ensure staff accuracy, timeliness, and quality in responding to customer inquiries, investigate and resolve complex billing concerns escalated by staff.
Review and approve leak adjustments.
Manage day-to-day utility billing processes.
Assist with meter reading imports, review variances, and manually input readings when necessary.
Oversee the setup of new customer accounts.
Process and review late notices, non-payment cut-offs, and penalty adjustments.
Collaborate with the Billing Manager to evaluate and implement policies and procedures to improve department efficiency and productivity.
Maintain internal controls to safeguard billing office assets.
Open and/or close the facility as needed.
Process overpayments and final account billings.
Serve as backup to Utility Billing Technicians during absences, including lunch breaks, vacations, or sick days.
Act as backup to the Billing Manager on contract water billing, fire hydrant rentals, bill calculations, and monthly billing processing.
Assist in balancing the daily work of billing technicians at the end of the day.
Perform other related duties as required.

High school diploma or GED equivalent, is required.

A minimum of three (3) years of customer service experience is required.

College course work in accounting and governmental accounting is strongly preferred.

Advanced knowledge of city and departmental practices, procedures, systems, and federal, state, and local laws, regulations, codes, ordinances, and best practices relating to utility billing.
Ability to effectively supervise staff in a proactive, appropriate, and productive manner.
Ability to regularly interact with others and exchange and receive of information, providing effective and tactful customer service, and work independently with a high level of discretion.
Advanced ability to learn and perform basic operational, technical, and office processes.
Knowledge, skill, and ability to utilize telephone, fax machines, computers and applicable software daily including, but not limited to Microsoft Office, Neptune, Master Meter software, Incode Billing Software, Excel, and spreadsheet management.
Advanced skill level in data entry and preparing accurate reports.
Advanced ability to communicate in a clear, effective, and concise manner, both orally and in writing.
Ability to follow instructions and perform work accurately and thoroughly which requires performing multiple tasks simultaneously under time pressures and deadlines.
Proficiency in business letter writing and basic report preparation.
Knowledge of basic mathematical principles.
Knowledge of record-keeping and retention procedures.
Skills in cash handling, balancing accounts, and preparing bank deposits.
Ability to be punctual and attend work regularly.
All other duties as assigned.

Special Requirements

Ability to work an occasional varied schedule as it relates to the opening and closing of the facility.

Licenses & Certifications

Must possess and maintain a valid driver’s license with acceptable driving record as established by the City of Midlothian driving standards.

Work Environment

Work primarily performed in climate-controlled office environment. The noise level in the work environment is usually quiet. Physical demands are primarily sedentary. Requires light lifting (up to 10 lbs.), sitting, walking, and standing. Work performed may cause fatigue of eyes and other faculties because of fairly continuous use of motor senses.

City of Midlothian

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