The Utility Billing Manager is responsible for the supervision, billing, accounts receivable and collections of the Utility Billing department. Participates in the operations and activities of the Utility Billing Department by providing any customer service, clerical or administrative support necessary to ensure the success of the department. Oversee the development and implementation of policies and procedures that ensure timely and accurate billing of customers. This position involves significant decision-making responsibilities and a high level of customer contact.

Plans, prioritizes, assigns, supervises, reviews and participates in the work of staff responsible for performing duties in support of the Utility Billing Department.
Responsible for supervision of employees, conduct performance reviews and imposition of corrective discipline when necessary. Works with employees to correct deficiencies.
Responsible for the advertisement of vacancies and participation in the selection of Utility Billing employees.
Establishes staff schedules and methods for providing services; identifies department needs; reviews needs with Finance Director; allocates resources accordingly.
Develops and implements departmental goals and objectives.
Make recommendations for changes and improvements to existing standards policies and procedures.
Monitors work activities to ensure compliance with established policies and procedures.
Responsible for the research and recommendations of possible revisions to municipal code related to utility billing; oversee and participates in the development of forms and processes utilized to address various issues.
Oversee the balancing of cash drawers daily and ensure accuracy before monies are taken to the financial institution. Acts as point of contact with bank to correct inconsistencies.
ACH file processing including bank uploads and posting for each billing cycle.
Participate in resolving customer service inquiries and complaints, involving upset and dissatisfied customers; takes actions to resolve complaints where appropriate. Participates and oversees collections and credit arrangement activities including setting up customer payment plans.
Provides oversight and participates in the preparation of monthly customer billings and non-pay notices as necessary.
Provides or coordinates staff training(s) as needed
Review and approve Customer refunds as needed.
Submits budget recommendations to Finance Director.
Revises account records, approving adjustments to customer accounts to correct errors or resolve escalated disputes.
Acts as primary contact for water meter reading software and billing software with outside vendors.
Coordinates work with various divisions and other users in making system modifications.
Organizes and maintains office files.
Prepares a variety of written reports, memorandum and correspondence related to Department activities.
Conduct special studies and recommend organizational, procedural or other changes.
Other duties as assigned by the Finance Director.

Bachelor’s degree in business management, public administration, accounting or closely related field with five (5) years of office experience with a minimum of three (3) years’ upper-level customer service experience.
Or any equivalent combination of education and experience.
Prior supervisory experience preferred.
Strong computer skills including Microsoft Suite, Database Management and advanced Excel skills to include Lookup functions and Pivot tables.
Knowledge of Principals of Budget administration.
Ability to interpret policies and procedures, analyze complex problems and adopt an effective course of action.
Spanish language skills a plus.

Starting range for this position is $55,000 to $65,000 annually DOQ. This position comes with an excellent benefit package that includes health, dental, vision, & life insurance, paid time off, plus an IMRF pension.

The City of Freeport is an equal opportunity employer and does not discriminate based upon any status protected under local, state or federal laws. We welcome a diverse workforce.

Freeport, City of (IL)

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Utility Billing Manager