NEOGOV · 4 months ago
Utility Billing Operations Manager (Mon-Thurs)
Coconut Creek, FL
Full-time
Onsite
Mid Level
$81K/yr - $104K/yr
4+ years expThe City of Coconut Creek is a well-regarded municipality known for its vibrant community and employee-centric culture. They are seeking a Utility Billing Operations Manager to oversee the Utility Billing Division's functions, including billing processes, customer service, and collections, while managing a team and ensuring compliance with regulations.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Manages and maintains responsibility for the integrity and effective operation of all utility billing functions and associated information technology systems, including billing, meter reading, cashiering, customer service, account maintenance, and collections functions
Manages the utility billing process, including but not limited to, generating bills and statements, editing and verifying the billing register, updating journals and other system reports for each cycle, compiling, inputting, and analyzing data for billing activities, adjusting accounts as appropriate, and negotiating and managing contracts with several third party service providers to include printing and mailing contractor, credit card processing companies, banking partners, and software vendors
Manages the meter services process, including but not limited to, overseeing timely entry of meter readings, data upload and download of meter reading devices, overseeing the contract for meter reading functions for billing, analyzing meter reading input for accuracy, and coordinating with the Utilities and Engineering Department as necessary to resolve issues
Manages the payment collection process, including but not limited to, the collection of payments from customers through all mediums, the depositing and cashiering functions, and monitoring internal control systems for all cash receipting
Establishes and maintains a customer service focus within the Utility Billing Division and the City, including but not limited to, explaining City policies and procedures related to utility services and billing procedures to customers, addressing customer complaints or requests, receiving and verifying data about customers and accounts, and handling extremely difficult customer situations involving account disputes, collections, and water turn-offs for delinquent accounts
Ensures proper maintenance of account and service records, ensures proper system maintenance for utility accounts, and performs General Ledger reconciliations and audits
Manages the collections process to ensure past due balances are paid in a timely manner, and oversees the lien inquiry process and negotiates and manages the collections contract
Develops, implements and manages priorities, goals and objectives for all utility billing functions
Develops, documents, administers and updates internal policies and procedures related to utility billing to ensure proper internal control and efficient processes that emphasizes data and procedural accuracy, integrity and security
Develops methods to ensure compliance with all laws, regulations, policies, and procedures
Stays abreast of new trends, innovations, and technological advancements in the utility billing field, analyzes all utility billing functions and processes, and designs and implements process improvement strategies for enhancing effectiveness and efficiency
Oversees major utility billing projects, including implementing innovations in the areas of meter reading (for example, implementing Advanced Metering Infrastructure, or AMI), interactive online systems, etc
Maintains related technology, including but not limited to, coordinating with the Information Technology Department to upgrade, enhance, and troubleshoot the Utility Billing software (including work order system); works directly with the software vendor and other departments to resolve issues; revises procedures to conform to computer program changes; maintains and updates system reference tables and rules as needed; maintains the Utility Billing web page on the City’s website, and recommends and implements automation opportunities
Manages and/or directs utility billing staff, including evaluating, managing performance and scheduling of personnel; gives input on hiring; and recommends disciplinary actions as needed
Participates on the department leadership team in a variety of projects (not limited to Utility Billing), including but not limited to, strategic planning, budget administration, department training plans, reconciliations and various accounting projects, recommending and implementing goals and objectives, policies and procedures, and process improvements, preparing operational, analytical, statistical, and financial reports and reconciliations and performing operational audits as needed
Serves as the subject matter expert for all Utility Billing functions
Performs periodic audits and analyses of the Utility Billing System to ensure system integrity and to minimize any potential revenue loss
Develops and works with staff to perform periodic audits of meters in the field to ensure accuracy of meter reads
Works closely with the Utilities & Engineering Department to analyze water usage and identify any potential water loss
Serves as the lead in coordinating any changes or updates to the entities and locations database
Performs other duties as assigned and/or required
Qualification
Required
Bachelor's degree in accounting, business administration, public administration, or closely related field, supplemented by a minimum of four (4) years of verifiable work experience in utility billing or related activities, preferably with a governmental agency or with an agency that provides governmental utility services; at least two (2) years of supervisory experience is preferred
Working knowledge of principles and practices of billing operations, meter reading, customer service, collections, accounting and reporting
Working knowledge of Enterprise Resource Planning (ERP) systems specifically in the area of billing, cash receipts, and work orders
Knowledge of supervisory principles and practices, and the ability to coordinate technical and clerical staff activities effectively, including ability to motivate staff
Exceptional skill in time management and organization
Intermediate or advanced skill in Microsoft Office products (Word, Outlook, PowerPoint, and Excel) and the ability to learn new software quickly
Intermediate or advanced skill in billing systems implementation and management
Ability to independently analyze and interpret a significant amount of data in complex scenarios and apply procedures in accordance with regulatory guidance
Ability to apply effective methods and techniques of excellent customer service
Ability to draft, analyze, interpret, apply, and enforce applicable Federal, State, and local policies, procedures, laws, and regulations, including City and Finance Department policies and procedures
Ability to independently identify issues, errors, and discrepancies and use critical thinking skills to arrive at solutions and process improvements
Ability to prepare accurate utility billing related reports and analyses, with attention to details
Ability to multi-task and manage multiple projects concurrently while working with tight deadlines and shifting priorities
Ability to work independently on assignments with limited supervision, exercising personal initiative and making informed decisions based on established policies and procedures
Ability to clearly communicate and understand information in English, both orally and in writing
Ability to establish and maintain effective and cooperative working relationships with those contacted in the course of work, including dealing tactfully with the public in the resolution of difficult and contentious matters
Ability to perform strategic planning, implement and maintain performance management techniques, and priority setting for a Billing Department
Ability to regularly attend work and arrive punctually for designated work schedule
Preferred
Experience with independently undertaking and completing special projects
A can-do attitude with experience managing the daily operations of a $20+ million organization
A blend of proven technical and analytical skills
Ability to motivate a team and understand customer needs
At least two (2) years of supervisory experience is preferred
Benefits
10 paid full-day holidays and 2 paid half-day (Christmas Eve and New Year's Eve) holidays per year.
16 hours/year (prorated the first year of employment based on hire date); does not roll over.
40 hours/year (prorated the first year of employment based on hire date); does not roll over.
Employees earn vacation leave from the date of hire based on the following schedule: < 3 years of service: .0385 hours per each regular paid hour (80 hrs./yr.) 3+ years of service: .0577 hours per each regular paid hour (120 hrs./yr.) 6+ years of service: .0770 hours per each regular paid hour (160 hrs./yr.) 9+ years of service: .0962 hours per each regular paid hour (200 hrs./yr.) Maximum accumulation is 240 hours as of the last day of the pay period including November 1 each year, with up to 80 excess hours payable per year.
Employees earn 0.0462 hours of sick leave for each hour of regular paid service. Accumulations in excess of 520 hours are paid out annually at a 50%, 75%, or 100% conversion rate depending on years of service.
For each employee, the City pays the premiums for $20,000 Basic Life insurance, $20,000 AD&D, and Long and Short-Term Disability, and contributes towards the total premium for medical insurance.
The City participates in the Florida Retirement System (FRS), which offers a choice of either a Pension Plan (defined benefit) or an Investment Plan (defined contribution).
Employees are eligible for an annual lump sum longevity payment as follows: Upon completion of five (5) through nine (9) years of service: $500 Upon completion of ten (10) through fourteen (14) years of service: $1,000 Upon completion of fifteen (15) through nineteen (19) years of service: $1,500 Upon completion of twenty (20) years of service: $2,000
Employees who have completed their one (1) year probationary period are eligible to participate in the Tuition Reimbursement Program.
Employees are eligible for up to 5% in pay-for-performance compensation, based upon their annual evaluation, provided said compensation is approved and funded in the city’s adopted budget.
The City offers a variety of discount programs.
The City of Coconut Creek offers a wide variety of wellness initiatives and programs.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
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2025 (13)
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Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
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