Office Manager (Department of Public Utilities

Utility Billing And Customer Service Supervisor

The purpose of this classification is to supervise day-to-day operations and staff involved in utility billing and customer service functions for the City's Department of Public Utilities.

The following duties are normal for this position. The omission of specific statements of duties does not exclude the work from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Supervises, directs, and evaluates assigned staff: develops and oversees employee work schedules to ensure adequate coverage and control, including approving vacation and sick leave and overtime requests; compiles and reviews timesheets; approves/processes employee concerns and problems and counsels or disciplines, as appropriate; assists with or completes employee performance appraisals; recommends disciplinary actions, discharge and salary increases; acts as a liaison between employees and Department Director;

and trains staff in operations, policies, and procedures.

Organizes, prioritizes, and assigns work; prioritizes work activities to meet objectives; ensures subordinates have the proper resources needed to complete assigned work; monitors status of work in progress and inspects completed work; consults with assigned staff to assist with complex/problem situations and provide technical expertise; and provides progress and activity reports to supervisor, as requested.

Supervises utility billing and collections activities; processes and ensures proper preparation, posting and documentation of customer bills and payments, including online and electronic payments; reviews billing and collection data; oversees adjustments to accounts, delinquent accounts, and payment plans; counts and proofs cash drawers; ensures billing and collection activities comply with Departmental policies and procedures, as well as State and Federal rules and regulations;

and prepares and submits related reports.

Performs customer service functions for complex and escalated issues; conducts extensive research and review of customer accounts and interactions with department personnel; provides information and documentation regarding policies, procedures, and service protocols; provides resolution; and maintains related documentation.

Coordinates meter readings and work orders; creates work orders for re-reads, leak investigations, service connections and disconnections, etc.; communicates with Field Services staff regarding status of work orders; adjusts accounts as needed; and closes out completed work orders.

Prepares financial and regulatory reports; gathers and compiles information regarding revenue analysis, transaction registers, meter readings, usage reports, and other data; verifies accuracy and completeness of data; and generates, prepares, and submits reports to regulatory agencies, Department Director, or others, as required or requested.

Evaluates the efficiency and effectiveness of customer service and billing operations, including policies, procedures, service standards, computer programs, and equipment; assists in developing and implementing changes to policies and procedures to maintain and improve customer service operations; coordinates and communicates with counterparts of other municipal utility departments.

Maintains billing systems and data integrity; performs system updates; reviews and analyzes accuracy, effectiveness, and efficiency of existing systems; ensures accurate meter reading and billing data; and assists in testing and evaluating new applications/systems and enhancements to existing applications/systems.

Participates in departmental budget preparation; recommends budget allocations for staffing, equipment, and other outlays for utility billing; provides revenue projections and recommends rate adjustments as necessary; submits recommendations and analysis to Department Director and other Department administrators; monitors expenditures to ensure compliance with approved budget; and maintains related documentation.

Supervises and performs related duties in support of Department operations;…