The City of Gresham is seeking a customer service focused Utility Billing Supervisor who thrives in a fast-paced environment. Reporting to the Financial Operations Manager and part of the Budget & Finance Department, the non-represented Supervisor will be responsible for leading and supervising the operations of the Utility Billing Department. Working with staff, ensure accurate billing of customers, determine ways to improve or automate utility bill functions, including automated meter infrastructure (AMI) system data, and guide, coordinate and implement the City’s utility assistance program.
As the Utility Billing Supervisor, you will oversee staff who provide assistance to over 27,000 utility accounts including residential, commercial, and multi-family accounts. Utility Billing assists customers daily in person, over the phone, and via email with their Utility account questions. In addition, this role will work closely with other City departments, specifically Public Works. If you enjoy working with the public, empowering staff, process improvement, and providing quality customer service, then this job is for you.
The Utility Billing staff work from Monday through Friday, ranging from 7:00 am to 5:15 pm. Work location for this position is in office at Gresham City Hall (1333 NW Eastman Parkway).
As Oregon's fourth-largest city, Gresham is a welcoming community of hard-working people where tradition and heritage meet innovation and opportunity. Gresham is a dynamic and rapidly growing city where families and businesses have a mutual desire and drive to thrive. City of Gresham employees care deeply about the community they serve, and go 'one step beyond' to deliver services in collaborative, inventive, practical, and nimble ways. Our work is challenging, fast-paced and rewarding.
We believe that to deliver the highest level of service to all Gresham community members, it is crucial we employ a diverse workforce, foster an inclusive working environment, and ensure our policies and systems result in equitable outcomes. The City seeks candidates who will support these values by continuously incorporating equity in their daily work and actively contributing to a workplace culture that respects unique viewpoints, life experiences and cultural perspectives. Come build the future with us.
Program Supervision & Processing Oversight: Plans, organizes and supervises the City’s utility billing program; recommends and establishes necessary administrative controls and improvements; develops procedures to implement new and/or changing requirements; reviews and audits regular billing processing for accuracy and consistent application of City policies and procedures, and collective bargaining agreements. Lead & Administerthe City's utility billing departmentto include daily operations: efficient meter read processing, customer account billing,customer assistance, accounts receivable, and penalties; takes an active role in the testing and training of any new utility billing software; works to resolve billing system issues in a timely manner. Informs Management when there are system issues and provides recommendations on quick resolutions.
Hire, evaluate, counsel, discipline –supervises staff including Utility Customer Service Representatives, Utility Program Techs and Water Services Field Representative. With appropriate managerial review: document performance including recruitment, hiring, evaluating, promoting, and assigning duties; corrects inappropriate actions or behavior through communication and coaching; initiates discipline or termination as needed.
Develop, Coordinate, Implement, Coach – train and assign workloads, set priorities, deadlines and standards of performance to ensure consistent quality delivery of utility services. Create and maintain training documents. Ensure processes completed accurately and on time including annual processes such as winter water average calculation and rate changes.
Represent Utility Billing Program –serveas the subjectmatter expert on utility billing matters and AMI systems. Build and maintain positive and cooperative relationships with employees, as well as with internal and external contacts including suppliers, vendors, and other jurisdictions.Attend and conduct meetings to support utility billing efforts, promote goals, and address issues or concerns.
Manage Customer Interactions and Day to Day Operations– receive, investigate and resolve escalated inquiries and complaints from the public. Ensures safety of personnel; monitor call and email volume; maintaining billing envelope and stock inventory, postage monitoring, scheduling of bill inserts, tracking of statistics, and resolving any other bill print or layout issues that may arise.
Compliance and Internal Controls–maintains a system of internal controls to ensure the security of confidential customer data, protect public funds, adherence to code, ensure consistency with red flag policy requirements, maintain compliance with the Payment Card Industry Data Security Standard (PCI DSS), archiving, and consistency with utility billing best practices.
Qualities we are looking for:
Collaborative: A self-directed leader who promotesa harmonious and inclusive work environment. A strong communicator wholeads by example, coachesto success, gives and receives constructive feedback, with the ability to articulate thoughts and express ideas effectively using verbal, written, visual and nonverbal communication skills, as well as listening skills to gain understanding.
Strategic: An analytical thinker, with hands on technical experience of Utility Billing and AMI software systems and proven process improvement approaches. Relies upon a variety of approaches to manage and resolve concerns, disagreement, and conflict.
Nimble: A quick learner with ability to manage multiple projects,with strong change management skills, and able to reprioritize tasks as circumstances change and make sure that key deadlines and deliverables are properly addressed.
Attention to Detail:Someone who places accuracy as a priority in accomplishing tasks with consideration for all areas involved, monitors and checks work, data, and other information regularly; plans and organizes time and resources efficiently.
Customer Service Focused: Create a learning environment dedicated tocontinuous improvement with a customer centric focus. Coach and lead by example to provide excellence in customer relations.
Diversity, Equity, Inclusion, and Belonging: Ability to understand a set of values, behaviors, attitudes and practices of others that allows one to work effectively, cross culturally. Additionally, ability to honor, and respect the beliefs, language, interpersonal styles and behaviors of individuals. Promotes justice, impartiality and fairness within the procedures, processes, and distribution of resources. Someone willing to tackle equity issues andunderstand the root causes of outcome disparities within our society.
Five (5) years of accounting, billing, collections, financial operations, and/or customer service experience including minimumof one (1)year of supervisor or manager of peopleexperience.
Three (3) years of accounting, billing, collections, financial operations, and/or customer service experience including minimum of one (1) year of supervisor or manager of people experience.
Any combination of qualifying education, training and/or experience equivalent to 7-10 years will be considered.
Preferred Qualifications:
Intermediate to Advanced skills in Microsoft Office Suite (Excel)
An intermediateunderstanding and application of accounting concepts including cash handling, monetary reconciliations, cashiering, statistical research and analysis
To apply for this position, click 'Apply' at the top of this job posting.
Required application materials:
The City of Gresham offers a comprehensive and equitable base salary within the listed range based on your experience, skills, and education verified in your application. We encourage you to clearly describe how you meet the minimum and preferred qualifications and essential attributes in your application materials. Learn more about Oregon Equal Pay.
If you desire a modification of this process to accommodate a disability, please provide your request in writing to HRRecruiting@GreshamOregon.gov, or by phone to 503-618-2800, upon submitting the required documents.
A review of application materials submitted will determine which candidates will be invited to an interview.Communication with candidates will be done primarily through e-mail. Sometimes these messages may land in a spam or junk mail folder. We encourage you to monitor your inbox as well as the inbox within the governmentjobs.com portal for important updates related to this process.
Veteran's Preference
The City of Gresham provides qualifying veterans and disabled veterans with preference in employment in accordance with state law. Any candidate wishing to have their qualifying veteran's preference applied to the process must submit a qualifying document (DD Form 214 or 215) at the time of application providing proof of eligibility that includes discharge status. Disabled veterans must also submit a copy of their Veteran's disability preference letter from the US Department of Veteran Affairs at the time of application, unless the information is included in the DD Form 214 or 215.
Our Commitment
The City of Gresham is committed to providing equal employment opportunity to all qualified employees and applicants without unlawful regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, mental or physical disability, genetic information, veteran status, marital status, familial status, or any other status protected by applicable federal, Oregon, or local law.
Please direct questions about this position to 503-618-2800 or HRRecruiting@GreshamOregon.gov.
If you need assistance with the online application, please contact NEOGOV directly at 1-855- 524-5627.
