Lead Utility Billing & Customer Service Manager

Hutchgov; Hutchinson (KS); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Flexible spending accounts

KPERS & 457 retirement savings

Life insurance

Disability insurance

Death benefit

Vacation and holidays

Employee assistance program

Job summary

The City of Hutchinson is seeking an experienced Utility Billing Office Manager to supervise staff, oversee billing operations, and manage the annual budget. The role focuses on accurate meter reading, policy development, and ensuring timely, compliant billing for water, sewer, and refuse services.

You will collaborate with engineers and Public Works to locate taps and establish rates, while maintaining the billing webpage and addressing customer disputes.

Qualifications

• High school diploma or equivalent.
• Additional coursework in business or related field.
• Bachelor's degree in business administration or related field preferred.
• Four years of responsible experience in billing or customer account management.
• Three years of supervisory experience preferred.

Responsibilities

• Selects, supervises, directs and evaluates assigned staff, processes employee concerns and problems, directs work, counsels, disciplines, and completes employee performance appraisals.
• Plans and directs the city's utility billing operations.
• Trains and evaluates staff, ensuring adequate coverage for operational needs.
• Prepares the annual Utility Billing budget and manages expenses to avoid overruns.
• Writes and maintains operational policies and procedures for the Utility Billing Office.
• Monitors adherence to accounting rules, regulations and internal controls.
• Ensures the functionality and accuracy of meter reading and computer equipment for timely billing.
• Enforces city ordinances and resolves customer service issues, including billing disputes and complaints.
• Analyzes customer accounts for excess usage, billing errors and aging receivables.
• Resolves escalated customer complaints or service issues.
• Identifies and recommends solutions for problem areas in utility billing processes.
• Develops office systems and procedures to improve customer service and streamline functions.
• Works with city engineers and Public Works staff on the location of taps for new or existing locations.
• Provides information to establish utility billing rates for water, sewer and refuses services.
• Maintains and updates the Utility Billing webpage.
• Provides timely communications to customers regarding utility services and announcements.
• Enforces and maintains compliance with all federal, state and local laws and ordinances.
• Performs other duties as assigned or deemed necessary.
• Complies with all organizational and departmental policies and procedures.
• Operates all job-related equipment, machinery, tools and other aids as required or needed.
• Protects and maintains any confidential information you have access to, whether oral, written, or electronic

Skills

Strong communication

Customer service

Computer skills

Education

High school diploma

Business coursework

Bachelor's degree in business administration

Tools

Billing software

Job description

The City of Hutchinson is seeking an experienced Utility Billing Office Manager to supervise staff, oversee billing operations, and manage the annual budget. The role focuses on accurate meter reading, policy development, and ensuring timely, compliant billing for water, sewer, and refuse services.

You will collaborate with engineers and Public Works to locate taps and establish rates, while maintaining the billing webpage and addressing customer disputes.