Senior Billing & Customer Service Manager

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

Benefits offered by this job

Virginia Retirement System (VRS)

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

The City of Richmond's Department of Public Utilities seeks a skilled Customer Service Manager, Senior - Billing Operations to lead billing and customer service teams. You will oversee billing cycles, monitor CCS operations, and drive process improvements with a strong focus on accuracy and customer satisfaction.

Ideal candidates have a Bachelor’s in business/finance and at least five years in revenue collection with two in a supervisory role; proficiency in Excel and billing systems is

Qualifications

• Bachelor’s degree in business administration, finance, accounting, or related field
• Five years of professional revenue collection and customer service management experience with at least two years of supervisory experience
• An equivalent combination of training and experience may be used to meet the minimum qualifications of the classification

Responsibilities

• Plans and executes strategic initiatives for the division.
• Manages staff to review and resolve service issues; advises staff on procedures, ordinances, and state law.
• Recruits, trains, supervises, evaluates, and schedules billing and customer service staff.
• Aligns resources and training to support successful billing operations
• Manages billing cycles, ensures accurate bill generation, and handles complex adjustments or rate changes.
• Represents the Customer Service Division at meetings related to metrics and quality assurance.

Skills

Customer service leadership

Excel proficiency

Data analysis

Billing knowledge

Public speaking

Education

Bachelor’s degree in business administration/finance/accounting

Equivalent combination of training and experience

Tools

Microsoft Office Suite

Billing system CCS

Job description

The City of Richmond's Department of Public Utilities seeks a skilled Customer Service Manager, Senior - Billing Operations to lead billing and customer service teams. You will oversee billing cycles, monitor CCS operations, and drive process improvements with a strong focus on accuracy and customer satisfaction.

Ideal candidates have a Bachelor’s in business/finance and at least five years in revenue collection with two in a supervisory role; proficiency in Excel and billing systems is