Utilities Billing Supervisor

Utility Billing Supervisor

Franklin County is looking for a Utility Billing Supervisor to steer our Water Department's financial operations and lead a dedicated customer-first team. In this vital role, you will not just manage numbers—you will ensure the precision, fairness, and structural integrity of the water services that keep our families safe and our local economy thriving every single day. Compensation: $49,845-$52,337 To Be Determined Based on Experience and Qualifications Benefits:
Franklin County offers a competitive benefit package designed to encourage and support your health, well-being and productivity. Benefit options include medical and dental insurance; elective supplemental insurance options such as short-term disability, vision, and voluntary term life; local government retirement; 401(k) with a 4% employer contribution (no employee match required); generous paid leave that includes 13 county-observed paid holidays per year;

an employee wellness program inclusive of a county sponsored gym and an employee assistant program.

An employee in this class performs all activities associated with the performance of a utility billing program. This includes utilizing the computer and loading/downloading computer meter readings, preparing utility billing, checking for quality control, and mailing bills. Work includes supervising customer service representatives, dealing with the public on requests for services, adjustments, and disputes. Work involves being a backup to the front office as needed.

Work involves establishing computer and hard copy records and files, entering data and generating varied reports from the software system. The employee is expected to have thorough knowledge and understanding of the process to handle most situations in the process. Work assignments are performed in accordance with established procedures with unusual situations being referred to the director for guidance. The incumbent organizes and oversees the day-to-day billing, payment collection, customer relations and has supervisory responsibilities for all utility billing.

Some judgements are required in determining billing adjustments and payment requirements. Work is performed under regular supervision of the Utilities Business Officer and reviewed by observation, conference, and the reviewing records for adherence to operations standards, instructions, and safety practices.

Essential Duties and Tasks Supervises customer service activities which are responsible for collecting monies, generating service orders, and updating customer account information;
Staffs, trains, supervises, and directs responsible positions tasked with billing customers, collecting payments, and customer service;
Communicates directly with customers to resolve issues by providing detailed explanations regarding policies, procedures, ordinances, billing issues, and collection processes. Oversees the processing of utility payments and counting of cash drawers and bank deposits for accuracy. Identifies issues and prepares adjustments to utility accounts, researches and prepares recommendations to resolve incorrect billing, and, upon approval, enters adjustments into computerized billing system.

Maintains and reviews credit card accounts, online bill pay, and PCI compliance status. Directs the processing of non-sufficient fund checks, reviews records and documentation for accuracy, verifies insufficient funds and makes arrangements for disconnection if appropriate. Identifies delinquent customer accounts and prepares claims for collection through the NC Debt Set Off Program. Coordinates the water meter reading process, prepares read sheets and data collectors for meter reading, and performs quality control checks after meter reading to prepare for billing Directs the process for door hangers and correspondence concerning service turn-offs and termination of services, coordinates action with field personnel;
Serves as liaison with third party vendor for printing and mailing the bills, revising layouts, processing download files and reconciling monthly invoices;
Enters fee schedule changes into the software. Entries must be accurate…