Division Manager - Utility Billing

GENERAL DESCRIPTION
Under the direction of the Assistant Director of Finance, the Division Manager – Utility Office oversees the work of staff involved in water and public works utility billing, collections, customer assistance, customer service, and customer education. This role directly impacts utility revenue generation and customer relations, focusing on optimizing business and customer service functions.
SUPERVISION EXERCISED
This position exercises direct supervision over supervisory, professional, technical, and clerical staff.
IMPORTANT AND ESSENTIAL DUTIES
Direct, plan, schedule, assign, monitor, and supervise the work of employees engaged in direct and indirect day-to-day contact with utility customers and activities of billing and payment processes to ensure efficient and effective operations.
Ensure the supervision of accurate and timely processing of utility bills, payments, and collections.
Create, coordinate, and implement standardized written policies and procedures to maximize the effectiveness and efficiency of utilities billing, collections, and customer services processes.
Communicate and coordinate directly with other Divisions and Departments to resolve customer complaints and to improve processes and procedures.
Respond to escalated customer complaints, attempting to resolve problems while complying with City Ordinance policy and procedures.
Maintain detailed records of all activities for report creation and regulatory compliance.
Strategically evaluate Division needs and champion improvements to existing technologies, staffing, and operating practices based on measurable metrics.
Accomplish timely employee recruiting, selection, training, monitoring, and coaching to ensure Division performance objectives are met.
Develop and implement performance metrics to evaluate the efficiency and effectiveness of the Utility Billing division.
Conduct regular performance reviews and provide feedback to staff to promote continuous improvement and high performance.
Develop and oversee both current and future annual budgets to ensure effective financial management.
Offer and promote self-help options to empower customers to solve issues.
Report to and regularly communicate with the Assistant Director and Director on Division successes, issues, and projects.
Operate a City vehicle daily to travel to various water treatment plants, pump stations, storage tanks, lakes, and vendors.
Consistently demonstrate leadership qualities and cultivate leadership qualities in divisional staff members.
OTHER JOB-RELATED DUTIES
Perform other job-related duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:
City, state, and federal regulations pertaining to utility billing, collections, and customer service.
Industry-standard methods, policies, best practices, and technologies used in billing, collections, and customer services.
Basic principles of water flow metering, automated metering infrastructure (AMI), and how common residential plumbing issues affect utility billing.
Basic accounting and auditing principles.
Skill to:
Lead and manage a team of customer service professionals and billing and payment professionals.
Ensure accuracy and timeliness in billing and payment processing.
Analyze data and generate reports to inform decision-making.
Operate office equipment including phones and computer applications.
Demonstrate outstanding verbal and written communications.
Ability to:
Plan, direct, supervise, and review the work of assigned employees to achieve full performance and high morale.
Thrive in a fast-paced environment, multi-task, perform well under pressure, and effectively manage competing and/or changing priorities.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Experience and Training Guidelines:
For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:

Experience:
Five (5) years of experience in a high-volume call center or similar quality monitoring of customer service agents, billing, business, accounting, or a related field is preferred.
A minimum of three (3) years of supervisory or management experience is required.
Education/Training:
A bachelor's degree in Business Management