Treasury - Utility Billing Supervisor

The City of Idaho Falls Municipal Services/Treasurer is currently looking for a Utility Billing Supervisor. This position supervises the activities and operations of the Utility Office. The incumbent is responsible for ensuring utility operations are conducted efficiently and that billing and collection procedures are completed accurately and in a timely manner. The position performs complex and varied computer-based work related to utility billing and collections.

Works under the general direction of the Treasury Operations Manager and the City Finance Manager/Treasurer.

Provides supervision, training, and performance evaluation of assigned City staff.

Supervises, plans, organizes, and manages the work of assigned Utility Office staff. Has responsibility for day-to-day office operations, including employee scheduling, workload distribution, workflow prioritization, and coverage planning. Provides direct supervision through hiring recommendations, training, performance evaluation, and corrective actions. Establishes office procedures, ensures compliance with City policies and labor standards, and maintains accountability for productivity, quality of work, and customer service outcomes.

Conducts staff meetings, communicates expectations, and ensures a consistent, well-organized, and efficient office environment. Serves on the Utility Coordination Team and present at the City Utility Board Meetings as requested.

Coordinates with Idaho Falls Power and Public Works to develop, implement, and train staff on changes and improvements to utility billing services. Ensures accurate billing for City utilities, including electric, sanitation, water, wastewater, and fiber services. Oversees all billing activities, including extracting and approving meter readings, correcting errors, scheduling batch billing processes, and coordinating with outsourced vendors for statement printing and mailing.

Supervises the printing and mailing of utility bills according to established schedules and resolves production issues as needed. Oversees billing adjustments and miscellaneous charges. Assists Idaho Falls Power, Public Works, and the Information Technology Division with automated meter reading software troubleshooting, updates, and performance issues.

Works with outside agencies to secure local, state, and federal funds to assist customers with non-payment and past-due balances, including compiling data and preparing required reports. Maintains monthly records of new services, meter installations and sizes, and services retired or disconnected. Oversees daily verification of service orders and new customer account setups to ensure accuracy and completeness.

Reviews and processes credit balances, including refunds and deposit refunds. Oversees collection efforts for delinquent utility accounts and monitors non-payment shutoffs. Reviews final pre-bill and exception reports to ensure billing errors are corrected prior to issuance. Processes bankruptcy accounts, final bills, and new account setups, including conducting research, preparing correspondence, and submitting claim documentation for amounts owed to the City. Recommends account changes and adjustments to the Treasury Operations Manager for review and approval.

Processes utility billing transactions and reconciles billing activity with the general ledger.

Addresses customer service concerns and complaints in a tactful, calm, and professional manner, including defusing tense interactions with customers. Works collaboratively with Idaho Falls Power and Public Works to deliver high-quality customer service. Answers phones, meets with customers in the Utility Office, and prepares, reviews, and approves customer correspondence. Ensures the Utility Office provides prompt, courteous service and that customer complaints are resolved in accordance with City ordinances and policies.

Maintains a thorough understanding of City ordinances, regulations, procedures, and policies related to utility operations. Coordinates assigned activities with other departments and external agencies. Prepares accurate and timely financial and operational reports related to utility operations. Assists the Treasury Operations Manager with reports and data necessary for Treasurer’s Office operations. Participates in budget preparation by collecting data, conducting research, organizing materials, and making recommendations.

Utilizes utility billing software to analyze system-generated service data and historical consumption patterns to identify billing irregularities. Assists Idaho Falls Power and Public Works in investigations involving meter tampering or power theft. Generates service orders for meter replacement when necessary. Identifies opportunities to improve efficiency through streamlined processes and enhanced work methods, communicating improvements to staff and the public. Works closely with Information Technology Business Intelligence Analysts on programs and…