Billing and Meter Manager

City-of-Gainesville,-Ga; Gainesville (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

City of Gainesville is seeking a manager to direct the meter services and billing operations within the Department of Water Resources. You will supervise staff, hire and review, and ensure accurate customer billing through meters, reads, maintenance, and timely billing.

The role requires knowledge of customer information systems, PC-based office tools, and city ordinances. You will lead process improvements and coordinate with software providers.

Qualifications

• Bachelor's degree in business administration or related field from an accredited college or university.
• Three years of progressively responsible experience in customer service, billing and/or meter services including direct supervisory experience.
• Any combination of education and experience which provides the required knowledge, skills, and abilities.
• Valid Class C Driver’s License and satisfactory MVR.

Responsibilities

• Directs, plans, and supervises the meter services and billing functions of the Department of Water Resources.
• Evaluates the work of subordinate employees and conducts staff meetings; interviews and hiring decisions; annual reviews; disciplinary actions.
• Reviews, monitors, and revises policies and procedures pertaining to billing and meter services.
• Ensures new billing rates are updated in the customer information system.
• Prepares the meter replacement plan and manages the meter replacement project.
• Maintains the billing and reading schedule and transmits bills to the third-party vendor.

Skills

Customer service

Leadership

Communication

Planning

Procedures writing

Microsoft Office

CRM systems

GIS

AMIS

Education

Bachelor's degree in business administration

Tools

Microsoft Office

CSS

Mobile Work Order Systems

GIS

AMIS

Job description

Directs, plans, and supervises the meter services and billing functions of the Department of Water Resources.Directs a staff of employees to ensure the department's billing and meter services functions are managed effectively and in accordance with applicable city ordinances; determines appropriate workloads for subordinate employees; conducts staff meetings.

Evaluates the work of subordinate employees engaged in billing and meter services; interviews and makes hiring decisions; performs annual reviews; administers appropriate disciplinary action as necessary; schedules and approves employee leave; develops training program for staff; maintains division’s training manual.

Reviews, monitors, and revises policies and procedures pertaining to billing and meter services.

Ensures new billing rates are updated in the customer information system each time there is a rate change by the city or other municipalities that we bill for.

Ensures all customers are treated in a fair and courteous manner; ensures customer complaints are addressed and resolved; problem-solves customer accounts and request; approves adjustments to accounts.

Prepares the meter replacement plan and manages the meter replacement project.

Ensures that all functions are performed to ensure accurate customer billing which includes installation, reading, maintenance, repairs of meters and MXUs; maintaining the billing and reading schedule; processing of meter reading data to create the customer’s bill; reviewing exceptions; and transmitting the bill to the third-party vendor for printing.

Ensures the meter services group’s fleet and equipment is maintained to ensure safety for both employees and citizens.

Prepares the budget for the billing and meter services group. Processes and approves accounts payable for the billing and meter services group.

Serves as a liaison to software provider; recommends improvements to software; trains staff to utilize hardware/software capabilities to improve productivity and effectiveness.

Performs and supervises other related duties as required.

Education and Experience:

• Bachelor's degree in business administration or a related field from an accredited college or university.
• Three years of progressively responsible experience in customer service, billing and/or meter services including direct supervisory experience.
• Any combination of education and experience which provides the required knowledge, skills, and abilities.

Licenses and Certifications:

• Valid Class C Driver’s License and satisfactory Motor Vehicle Record (MVR).

Knowledge, Skills and Abilities:

• Knowledge of customer service principles.
• Intermediate knowledge of Microsoft office products.
• Knowledge of Customer information systems, Customer Self-Service Portals (CSS), Mobile Work Order Systems, Geographic Information System (GIS), and Advanced metering infrastructure systems.
• Knowledge of local and state laws and ordinances.
• Ability to plan and direct the work of subordinate employees.
• Ability to effectively interact with the general public and to resolve difficult problems.
• Ability to write detailed procedures.
• Ability to communicate effectively both orally and written.
• Ability to handle multiple priorities effectively and efficiently.

Maximum of 15% in incentive pay.

This class specification should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this job. The incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification.