Utility Billing Manager

Freeport, City of (IL); Moline (IL); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

IMRF pension

Job summary

The City of Freeport seeks a experienced Utility Billing Manager to supervise the billing, accounts receivable and collections for the Utility Billing Department. You will oversee staff, develop policies, handle ACH processing and resolve complex customer inquiries with a high level of service.

Starting range for this position is $55,000 to $65,000 annually, with excellent benefits including health, dental, vision, life insurance, PTO and an IMRF pension.

Qualifications

• Bachelor’s degree in business management, public administration, accounting or closely related field with five years of office experience.
• Minimum of three years’ upper-level customer service experience.
• Prior supervisory experience preferred.
• Strong computer skills including Microsoft Suite, Database Management and advanced Excel.

Responsibilities

• Supervise staff in support of the Utility Billing Department, including planning, assigning and reviewing work.
• Oversee billing, accounts receivable and collections; participate in customer service and issue resolution.
• Balance cash drawers daily and coordinate with banks; process ACH file uploads and postings.
• Develop and implement departmental goals; revise policies and procedures as needed.
• Prepare monthly billings, notices and related reports; coordinate staff training as needed.
• Review refunds, budget recommendations and adjustments to customer accounts as needed.
• Act as liaison for water meter and billing software with outside vendors.

Skills

Supervisory experience

Customer service

Budget administration

Problem solving

Spanish language (plus)

Education

Bachelor’s degree in business management, public administration, accounting

Tools

Microsoft Office

Database Management

Excel (Pivot tables)

Job description

The Utility Billing Manager is responsible for the supervision, billing, accounts receivable and collections of the Utility Billing department. Participates in the operations and activities of the Utility Billing Department by providing any customer service, clerical or administrative support necessary to ensure the success of the department. Oversee the development and implementation of policies and procedures that ensure timely and accurate billing of customers. This position involves significant decision-making responsibilities and a high level of customer contact.

• Plans, prioritizes, assigns, supervises, reviews and participates in the work of staff responsible for performing duties in support of the Utility Billing Department.
• Responsible for supervision of employees, conduct performance reviews and imposition of corrective discipline when necessary. Works with employees to correct deficiencies.
• Responsible for the advertisement of vacancies and participation in the selection of Utility Billing employees.
• Establishes staff schedules and methods for providing services; identifies department needs; reviews needs with Finance Director; allocates resources accordingly.
• Develops and implements departmental goals and objectives.
• Make recommendations for changes and improvements to existing standards policies and procedures.
• Monitors work activities to ensure compliance with established policies and procedures.
• Responsible for the research and recommendations of possible revisions to municipal code related to utility billing; oversee and participates in the development of forms and processes utilized to address various issues.
• Oversee the balancing of cash drawers daily and ensure accuracy before monies are taken to the financial institution. Acts as point of contact with bank to correct inconsistencies.
• ACH file processing including bank uploads and posting for each billing cycle.
• Participate in resolving customer service inquiries and complaints, involving upset and dissatisfied customers; takes actions to resolve complaints where appropriate. Participates and oversees collections and credit arrangement activities including setting up customer payment plans.
• Provides oversight and participates in the preparation of monthly customer billings and non-pay notices as necessary.
• Provides or coordinates staff training(s) as needed
• Review and approve Customer refunds as needed.
• Submits budget recommendations to Finance Director.
• Revises account records, approving adjustments to customer accounts to correct errors or resolve escalated disputes.
• Acts as primary contact for water meter reading software and billing software with outside vendors.
• Coordinates work with various divisions and other users in making system modifications.
• Organizes and maintains office files.
• Prepares a variety of written reports, memorandum and correspondence related to Department activities.
• Conduct special studies and recommend organizational, procedural or other changes.
• Other duties as assigned by the Finance Director.

• Bachelor’s degree in business management, public administration, accounting or closely related field with five (5) years of office experience with a minimum of three (3) years’ upper-level customer service experience.
• Or any equivalent combination of education and experience.
• Prior supervisory experience preferred.
• Strong computer skills including Microsoft Suite, Database Management and advanced Excel skills to include Lookup functions and Pivot tables.
• Knowledge of Principals of Budget administration.
• Ability to interpret policies and procedures, analyze complex problems and adopt an effective course of action.
• Spanish language skills a plus.

Starting range for this position is $55,000 to $65,000 annually DOQ. This position comes with an excellent benefit package that includes health, dental, vision, & life insurance, paid time off, plus an IMRF pension.

The City of Freeport is an equal opportunity employer and does not discriminate based upon any status protected under local, state or federal laws. We welcome a diverse workforce.