City of Gainesville · 20 hours ago
Billing and Customer Solutions Supervisor for Utilities
Gainesville, Fl
Full-time
Onsite
Senior Level
$29.04/hr - $46.93/hr
7+ years expThe City of Gainesville is looking for a Billing and Customer Solutions Supervisor to lead a team in managing utility billing and customer service operations. This role involves directing employees, ensuring billing accuracy, and enhancing customer solutions through analytics and process improvements.
Government Administration
Responsibilities
Plans and coordinates activities and operations of the applicable billing and customer solutions work section
Implements timely, accurate, and actionable metrics and reporting related to the applicable billing and customer solutions work section
Works with Department technology and Information Technology staff to resolve questions of program intent, input, and output
Develops, implements, monitors, and controls policies and procedures related to billing and customer solutions for the applicable work sector
Assists other divisions on procedures and data processing system problems pertaining to billing and records
Assists internal and external auditors in auditing the utility billing system
Audits and corrects billing errors
Researches and analyzes various financial billing summaries and reports
Maintains customer account records in accordance with laws, policies and regulations
Prepares detailed records and reports in a timely manner
Analyzes and resolves escalated customer complaints
Recommends selection, promotion, discharge, and other appropriate personnel actions
Insures fair and equitable enforcement and application of all City rules, policies and regulations
Initiates or recommends discipline of employees in accordance with applicable bargaining agreements and City policies
Provides training and instruction to subordinates
Performs timely, fair and non-discriminatory evaluation of performance of employees under their supervision
Prepares, submits and monitors annual division budget
Assists in emergency storm situations for service restoration
Attends work on a continuous and regular basis
Supervises all aspects of GRUCom billing and customer service operations
Conducts needs assessments with regards to the front-end use of the GRUCom billing and customer service software systems
Determines best practices and implementing guidelines with regards to the front-end use of the GRUCom billing and customer service software systems, in accordance with with laws, policies and regulations
Monitors GRUCom billing system inputs/outputs for alarms, errors, inaccuracies or omissions
Qualification
Required
Graduation from an accredited high school or possession of an acceptable equivalency diploma; and seven (7) years of progressively responsible experience in utility billing and public contact or customer service relations (consistent with the needs of the hiring department), including one (1) year of supervisory or lead worker experience
An Associate degree from an accredited college or university with major course work in business administration, public administration, public relations, accounting, finance, or related field; and five (5) years of progressively responsible experience in utility billing and public contact or customer service relations (consistent with the needs of the hiring department), including one (1) year of supervisory or lead worker experience
A Bachelor degree from an accredited college or university with major course work in business administration, public administration, public relations, accounting, finance, or related field, and three (3) years of progressively responsible experience in utility billing and public contact or customer service relations (consistent with the needs of the hiring department), including one (1) year of supervisory or lead worker experience
Thorough knowledge of utility rates, collection work, billing and utility terminology
Thorough knowledge of related laws, ordinances, rules, and departmental policies and procedures related to utilities
Thorough knowledge of principles and practices of effective administration and supervision
Knowledge of governmental budget procedures
Working knowledge of computers and relevant software including, but not limited to, Microsoft Word, Excel, Outlook, Internet Explorer and SAP
Ability to plan, schedule, organize, and supervise assigned staff
Ability to work effectively with elected officials, co-workers, charter officers, department heads, and representatives of other agencies, other city employees, and the general public in a team environment
Ability to use excellent interpersonal skills through written communications and through oral communications on the telephone and in person
Ability and willingness to remain flexible, positive and productive in a changing environment
Ability to effectively manage flexible work schedules
Excellent communication, teamwork, and conflict resolution skills
Ability to interact effectively, professionally and calmly with critical or escalated customers in difficult, stressful situations
Ability to quickly assess the critical elements of a situation and decide upon appropriate remedial methods
Ability to creatively resolve complex problems in accordance with ordinances, rules and departmental policies
Ability to express ideas clearly and concisely, both orally and in writing
Ability to work independently
Skilled in demonstrating strong organizational and motivational training efforts
Benefits
Health insurance
Life insurance
Paid leave
11 paid a holidays a year
A pension plan
A deferred compensation plan
On-site fitness centers
Tuition reimbursement
On-site medical staff
A wellness program to keep you healthy and happy
Company
City of Gainesville
Gainesville is defining a new kind of city - a new American city - that aspires to become a model for other communities
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Bonita Delatorre
Talent Acquisition Specialist
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