Strategic Billing Operations Leader - Customer Service

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

Job summary

City of Richmond is seeking a Customer Service Manager, Senior - Billing Operations in the Customer Service Division. The role requires strong supervisory and managerial experience, a comprehensive background in utility billing, residential and commercial metering equipment (water and gas preferred), CCS operations, and process improvement.

The position reports to the Deputy Director, Senior of Customer Service and will drive accurate, customer-focused billing operations while overseeing staff,

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.
• Equivalent combination of training and experience may be used to meet qualifications.

Responsibilities

• Plans and executes strategic initiatives for the division.
• Manages staff to review and resolve service issues; advises staff on procedures and laws.
• Recruits, trains, supervises, evaluates, and schedules billing and customer service staffing.
• Aligns resources and training to support successful billing operations.
• Manages billing cycles, ensures accurate bill generation, and handles adjustments or rate changes.
• Represents the Division at meetings related to metrics and quality assurance.
• Overseeing billing preparation; explains exceptions and variances.
• Investigates high-level inquiries from Mayor's Office, CAO's Office, DCAO's Office, or Director's Office.
• Develops and monitors controls to meet division measures and take corrective action.
• Communicates with customers to resolve complex billing inquiries and policy questions.
• Prepares financial reports, supports audits and ensures regulatory compliance

Skills

Public speaking

Interpersonal communication

Team building

Cognitive reasoning

Problem solving

Time management

Education

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

Tools

Microsoft Excel

Microsoft Office Suite

Data processing software

Billing systems (CCS)

Job description

City of Richmond is seeking a Customer Service Manager, Senior - Billing Operations in the Customer Service Division. The role requires strong supervisory and managerial experience, a comprehensive background in utility billing, residential and commercial metering equipment (water and gas preferred), CCS operations, and process improvement.

The position reports to the Deputy Director, Senior of Customer Service and will drive accurate, customer-focused billing operations while overseeing staff,