Manager Billing Services

MLGW; Memphis, Northern (TN, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

MLGW is seeking a Manager Billing Services to lead and optimize our customer billing operations, ensuring accurate, timely invoicing and strong revenue cycles across electricity, gas, and water accounts.

You will supervise billing staff, develop strategies, analyze data, and drive customer satisfaction while aligning with Finance, CS, and IT partners. Office-based role with leadership responsibilities and a focus on process improvements.

Qualifications

• Bachelor's degree in Business, Engineering or related field required. Master's degree preferred.
• Six (6) years of progressive experience in the utility industry or related.
• Data Analytics preferred.
• Experience planning and managing resources to deliver predetermined objectives as specified by more senior managers.
• Two years of supervisory required.
• Must successfully complete NIMS training within one (1) year of entering position.
• Work in office majority of the time.
• Flexible work environment; Subject to normal office conditions.
• Requires a professionally significant combination of excellent communications (verbal/written), proven analytical, problem-solving, decision-making, leadership, and skills.
• Possess a high level of integrity and resource management skills; Ability to build effective teams and collaborate amongst them while promoting safety work practices.
• Must have a valid driver's license from state of residence.

Responsibilities

• Manage and oversee all aspects of customer billing processes, ensuring accuracy and timeliness.
• Develop/ implement billing strategies optimizing revenue collection and customer satisfaction.
• Monitor billing systems & procedures, making recommendations for improvements as needed.
• Evaluates and provides recommendations regarding new technology and methods for possible utilization in MLGW's customer service and account management functions.
• Manage maintenance of customer accounts, including updates, adjustments, and corrections.
• Ensure compliance with billing regulations, polices, and procedures.
• Provide recommendations in the development and revision of policies, procedures, and strategic goals and objectives.
• Address escalated customer account issues and inquiries promptly effectively.
• Maintain and/or ensure maintenance of client records related to invoicing and bill payment.
• Lead and motivate billing specialist, provide guidance, training, and performance feedback.
• Foster a collaborative and positive work environment that promotes productivity and professional growth.
• Develops performance measures, evaluates performance, and recommends appropriate actions to correct performance deficiencies.
• Prioritize operations scheduling.
• Review work of billing staff to ensure accuracy, resolving inconsistencies as needed.
• Create and provide a prioritized list of clients to be invoiced to team members.
• Generate regular reports on billing activities, trends, and key performance indicators.
• Analyze billing data to identify opportunities for process improvements and cost efficiencies.
• Present findings and recommendations to senior management for strategic decision-making.
• Drafts and distributes weekly reports of invoicing and billing metrics.
• Collaborate with other departments such as Finance, Customer Service, and IT to ensure seamless billing operations.
• Participate in cross- functional projects and initiatives to improve overall customer experience.
• Provide customer support with disputes or inquiries concerning the billing process.
• Performs other duties as assigned.

Skills

Leadership

Communication

Analytical

Decision-making

Problem solving

Resource management

Education

Bachelor's degree in Business/Engineering

Master's degree preferred

Job description

MLGW is the nation’s largest three-service municipal utility, serving over 440,000 customers representing diverse backgrounds. Since 1939, MLGW has met the utility needs of Memphis and Shelby County residents by delivering reliable and affordable electricity, natural gas, and water service. We provide a full range of customer-oriented services, including a major role in the economic development for our customers. MLGW recognizes that our greatest assets are our employees and value diversity, equity, and inclusion. We are committed to providing opportunities for career growth, training, and development. MLGW offers competitive benefits including PTO, pension and 457B retirement plan. We are dedicated to corporate social responsibility through community volunteerism and giving. MLGW is an equal opportunity employer and does not discriminate because of race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability, protected veteran status, or any other status protected by law. No information obtained in this application is intended to be used for such discrimination.

Essential Responsibilities

The Manager Billing Services will report to the Director. The Manager Billing Services will manage and oversee the efficient management of customer billing processes while supporting the meter-to-cash process. This position is instrumental in ensuring accurate and timely billing, maintaining customer accounts, and driving initiatives to enhance customer satisfaction.

• Manage and oversee all aspects of customer billing processes, ensuring accuracy and timeliness.
• Develop/ implement billing strategies optimizing revenue collection and customer satisfaction.
• Monitor billing systems & procedures, making recommendations for improvements as needed.
• Evaluates and provides recommendations regarding new technology and methods for possible utilization in MLGW's customer service and account management functions.
• Manage maintenance of customer accounts, including updates, adjustments, and corrections.
• Ensure compliance with billing regulations, polices, and procedures.
• Provides recommendations in the development and revision of policies, procedures, and strategic goals and objectives.
• Address escalated customer account issues and inquiries promptly effectively.
• Maintains and/or ensures maintenance of client records related to invoicing and bill payment.
• Lead and motivate billing specialist, provide guidance, training, and performance feedback.
• Foster a collaborative and positive work environment that promotes productivity and professional growth.
• Develops performance measures, evaluates performance, and recommends appropriate actions to correct performance deficiencies.
• Prioritizes operations scheduling.
• Reviews work of billing staff to ensure accuracy, resolving inconsistencies as needed.
• Creates and provides a prioritized list of clients to be invoiced to team members.
• Generate regular reports on billing activities, trends, and key performance indicators.
• Analyze billing data to identify opportunities for process improvements and cost efficiencies.
• Present findings and recommendations to senior management for strategic decision-making.
• Drafts and distributes weekly reports of invoicing and billing metrics.
• Collaborate with other departments such as Finance, Customer Service, and IT to ensure seamless billing operations.
• Participate in cross- functional projects and initiatives to improve overall customer experience.
• Provides customer support with disputes or inquiries concerning the billing process.
• Performs other duties as assigned.

Qualification Requirements

• Bachelor's degree in Business, Engineering or related field required. Master's degree preferred.
• Must have six (6) years of progressive experience in the utility industry or related.
• Data Analytics preferred.
• Experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers.
• Two years of supervisory required.
• Must successfully complete NIMS training within one (1) year of entering position.
• Work in office majority of the time.
• Flexible work environment; Subject to normal office conditions.
• Requires a professionally significant combination of excellent communications (verbal/written), proven analytical, problem-solving, decision-making, leadership, and skills.
• Possess a high level of integrity and resource management skills; Ability to build effective teams and collaborate amongst them while promoting safety work practices.
• Must have a valid driver's license from state of residence.

Physical Working Conditions

Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis; and some dexterity in operating office equipment. Subject to 24-hour call.