Customer Solutions and Billing Assistant Division Manager

City of Tacoma; Tacoma (WA); On-site; USD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Solutions and Billing Assistant Division Manager to lead impactful programs aimed at enhancing community access to essential utility services. This role involves strategic oversight of customer support initiatives, managing a diverse team, and ensuring compliance with billing practices. The ideal candidate will have a strong background in customer service, program development, and regulatory compliance, making a significant difference in the lives of limited-income residents. Join a forward-thinking organization committed to equity and community empowerment, where your contributions will shape the future of utility services.

Qualifications

• 6+ years of customer service experience with supervisory roles.
• Proven experience in billing management and compliance.

Responsibilities

• Lead and oversee customer solutions and billing teams.
• Develop and implement utility assistance programs for low-income residents.

Skills

Customer Service

Billing Management

Program Development

Regulatory Compliance

Team Leadership

Education

Bachelor's Degree in Business or Public Administration

Tools

Billing Database Management Technology

Job description

Tacoma Public Utilities (TPU) is seeking an engaging and impactful Customer Solutions and Billing Assistant Division Manager to join our Customer Services leadership team. This pivotal role offers an exciting opportunity to lead and shape programs directly impacting our community, ensuring equitable access to essential utility services. Reporting to the Customer Services Division Manager, you will provide strategic leadership and operational oversight, driving excellence in customer support and program administration.
In this role, you will oversee and direct the Customer Solutions and Billing teams. Leading a team of 35 union and non-union represented staff, including 3 direct reports, you will support the pivotal functions of the Customer Service division, including utility assistance program development, utility assistance application processing, and ensuring accurate and efficient billing practices.

In this role, you will:

• Lead direct reports and guide billing teams to ensure accuracy and legal compliance.
• Champion and manage programs supporting limited-income residents per TPU's strategic goals.
• Oversee utility payment assistance administration and funding, reporting on program results.
• Establish and maintain key partnerships with community and government organizations.
• Engage with industry peers to adopt best practices for serving limited-income customers.

Responsibilities Include:

• Strategic Program Development and Oversight:
  • Develop, implement, and maintain innovative utility assistance programs, policies, budgets, and procedures tailored for income-eligible households.
  • Establish clear performance metrics and Key Performance Indicators (KPIs) for utility assistance and billing programs to measure success and proactively identify areas for continuous improvement.
  • Collaborate with internal utility teams and consultants to establish relevant benchmarks, evaluate program effectiveness, and ensure broad customer awareness of available support.
• Administration of Utility Assistance and Back-Office Billing Operation:
  • Oversee the administration of payment assistance programs for income-eligible customers, including regular updates to TPU executive leadership and the Public Utility Board on funding status, participation rates, and program impact.
  • Provide leadership and oversight to the back-office and advanced metering billing functions, adjustments, refunds, and escalations.
  • Develop and facilitate regular staff training on income certification processes, billing accuracy, and compliance with utility policies and regulations.
• Community Collaboration and Partnerships :
  • Cultivate and maintain strong, productive partnerships with community organizations, agencies, and faith-based institutions that serve limited-income populations within our service area.
  • Develop collaborative joint initiatives to strategically align resources, reduce redundancies, and provide enhanced support to our shared customer demographics.
• Industry Collaboration and Best Practices:
  • Build and sustain relationships with regional and national utilities to actively share best practices, stay informed on critical industry trends, and ensure TPU’s programs consistently align with evolving standards for serving limited-income customers.
  • Develop and maintain an awareness of best practices, tools, and processes developed by leading organizations both within and outside of the utility industry.
• Customer and Stakeholder Issue Resolution:
  • Serve as TPU’s subject matter expert for strategies and programs designed to support low-income, senior, and vulnerable population customers, as well as complex billing inquiries.
  • Expertly resolve escalated customer complaints and complex issues, including those brought forward by TPU executive leadership, the City Manager’s office, elected officials, and media inquiries.

Minimum Education*
Bachelor's degree in business or public administration, communications or directly related field

Minimum Experience*
6 years of progressively responsible customer service experience including 1 year prior as supervisor or manager

*Equivalency: 1 year of experience = 1 year of education

Desired Qualifications

• 3 years experiencemanaging supervisors
• Proven experience in billing management and process improvement
• Strong understanding of utility billing practices and regulatory compliance
• Experience collaborating with labor relations and union partners
• Metering and/or billing database management technology experience

This recruitment is being managed by Joanna Hambrick, if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn !

City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.

Apply
Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.

Applications will be reviewed as they are received for interview consideration.

Reference checks will be conducted on final candidates and appointment is subject to passing a background check.

Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.

If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 prior to 4pm on the date of this posting closing.