Senior Billing & Customer Service Leader

City of Richmond, Virginia; Richmond (VA); On-site; USD 101,000 - 127,000; Full time

Benefits offered by this job

Language Incentive

Referral Bonus

Tuition Assistance Program

Virginia Retirement System (VRS)

Job summary

The City of Richmond Department of Public Utilities seeks a Customer Service Manager, Senior - Billing Operations to lead and optimize billing operations for water and gas services. You will supervise billing staff, review processes, and drive continuous improvement in CCS functionality and rate handling.

Required are a bachelor’s degree and 5 years of revenue collection/customer service management with at least 2 years in supervision, plus strong Excel and data analysis skills.

Qualifications

• Bachelor's degree in business administration, finance, accounting, or related field.
• Five years of revenue collection and customer service management experience with at least two years in supervision.
• Equivalent combination of training and experience may be accepted by the department.

Responsibilities

• Plan and execute strategic initiatives for the billing division.
• Supervise staff handling billing and customer service operations.
• Recruit, train, and schedule billing and customer service personnel.
• Oversee billing cycles, ensure accurate bill generation, and manage adjustments or rate changes.
• Represent the division at meetings on metrics and quality assurance.
• Prepare financial reports and support audits and regulatory compliance.

Skills

Excel

Data analysis

Billing operations

Customer service management

Supervisory leadership

Education

Bachelor's degree in business administration, finance, accounting, or related field

Tools

CCS (Customer Care and Billing System)

Billing systems

Microsoft Office Suite

Job description

The City of Richmond Department of Public Utilities seeks a Customer Service Manager, Senior - Billing Operations to lead and optimize billing operations for water and gas services. You will supervise billing staff, review processes, and drive continuous improvement in CCS functionality and rate handling.

Required are a bachelor’s degree and 5 years of revenue collection/customer service management with at least 2 years in supervision, plus strong Excel and data analysis skills.