Utility Customer Service Supervisor

An employee in this position performs responsible supervisory and administrative work in support of the utility billing, cashiering, and customer service functions of Public Utilities for Harnett County. This includes: managing and directing the activities which involve the utility billing and collections function; handling customer inquiries related to utility billings; directing heavy public contact functions; coordinating with other departments and divisions within the County organizational structure;

troubleshooting problems; generating computer records and reports; and making recommendations for computer programming and software changes.

$65,901.00

• Supervises the collection of money for payment of utility billings, account deposits, tap fees, etc., including the receipting, posting, and balancing process associated with this responsibility; collects for other districts or municipalities.
• Participates in hiring of assigned staff; trains, assigns, and monitors work of employees; delegates duties appropriately; provides backup when employees are absent; cross trains employees in several functions; provides performance coaching and evaluation; and coordinates the work of meter readers in reading, service connections, and disconnections.
• Answers complaints from citizens, researches problems, and renders decisions or answers to their questions; refers precedent setting issues to higher level management for advice and consultation; provides information to mortgage companies regarding water and sewer availability for new home construction.
• Prepares bulk, water sample, septic hauler, and hydrant meter billings.
• Prepares service orders, account maintenance, deposit processing, billing reports, payments, and funds request for other municipalities.
• Organizes, supervises, and participates in processes for billing and/or collections for municipalities.
• Supervises billing processes and handles any special problems associated with the utility billing cycles; monitors the appropriate billing cycles; assures that all records are submitted on a timely basis in order that established deadlines will be met; and reviews and approves disconnection reports.
• Participates in the review, coordination of installation, testing, use, and training for new software programs and/or applications; serves as liaison to vendor for problems.
• Performs and coordinates utility revenue accounting including transferring balances, adjustment entries, payment entries for special accounts, etc.; performs special billings.
• Approves customer bill adjustments; makes arrangements for payments; and works with community agencies for customer emergency or destitution problems.
• Performs credit balance refunds to customers and/or transfers balances to customer accounts; activates owner accounts vacant one year; and performs account status maintenance.
• Performs financial duties; submits cashier reports to Finance; request checks for shortages or deposits for overages; approves bank drafts; researches wire payments in bank accounts, processes interdepartmental payments; and makes daily deposits as needed.
• Organizes, supervises, and participates in the AMI meter process including monitoring AMI meter software for alarms, alerts, orphans, key reports, meter reading files and the generation and uploading of VFLEX files. Corrects problems or discrepancies; performs edits, issues service orders for potential problems such as high readings, misreadings, etc.; communicates potentially high bills to customers and fixes problems.
• Organizes, supervises, and participates in the entering and reviewing of utility readings from AMI reading files and handheld water meter reading computers.
• Participates in…