ASSISTANT OFFICE MANAGER - WATER

City of East Providence•East Providence, RI

8d•$59,628 - $70,832•Onsite

About The Position

Under the supervision of the Director of Utilities and the Water Utilities Division (WUD) Office Manager, the Assistant Water Utilities Office Manager performs administrative and technical work in support of the City’s water & sewer billing and customer service operations. The position administers meter reading, billing, and customer service functions while assisting in the coordination of office administration, operations and staff activities. The Assistant Office Manager may oversee operations and direct staff in the absence of the Office Manager and supports compliance with City policies, procedures, and applicable regulatory requirements. The Assistant Water Utilities Office Manager performs related work as required.

Requirements

High school diploma or equivalent (Associate’s degree or post-secondary education preferred).
Three year’s experience in utility billing and customer service.
Ability to coordinate and direct the work of others.
Ability to work accurately with figures and perform detailed data entry.
Ability to review invoices, verify charges, and ensure proper allocation of water utility expenses within enterprise fund accounts.
Ability to operate municipal financial management systems & accounting software used for vendor payments, invoicing & expense tracking.
Ability to handle customer inquiries & complaints.
Ability to communicate effectively and professionally with the public, co‑workers and supervisors by email, by phone and in-person.
Ability to understand and carry out complex oral and written instructions.
Ability to exercise discretion and maintain confidentiality of sensitive information.
Knowledge and ability to operate computer terminals in a Windows operating system.
Able to perform intermittent light to moderate physical effort in carrying, lifting or moving office supplies or equipment (10 to 15 lbs).
Must obtain and maintain any existing or future licenses required by law.
Selected candidate will be required to pass a BCI (Background Criminal Investigation) and a pre-employment physical, back and drug screening (as applicable).

Nice To Haves

Knowledge of utility billing practices, regulatory requirements and municipal accounting procedures.
Knowledge of practices related to reading, installation, testing & maintenance of water meters sufficient to support billing and customer service operations.
Experience in office administration.
Proficiency in computer applications, including utility billing systems and Microsoft Office or similar software and other office productivity tools.
Bilingual skills (Portuguese/English) desirable.

Responsibilities

Performs various operational & administrative duties.
Billing of domestic, commercial, and industrial water users while ensuring accuracy of all billing processes and related record keeping.
Administers meter reading, billing and customer service functions.
Assists in the administration and coordination of office operations.
Administers, schedules & coordinates Utility Meter Mechanics and field & office work to support billing & customer service operations to ensure timely & accurate billing cycles.
Enters and maintains data for billing & recordkeeping processes.
Assists with payroll preparation and processing for Water Utility employees, including review of timekeeping records.
Provides direct customer service, including handling & investigation of complex and/or escalated complaints.
Maintains and administers meter reading software programs, customer service records, customer accounts & meter inventory systems.
Assists in training staff on billing systems, customer service procedures and office operations.
Coordinates shut-off procedures and collection activities for unpaid accounts in accordance with City policies and assists in ensuring proper documentation and communication with relevant departments.
Supports the supervision and coordination of billing and customer service staff; may assign & review work and help oversee customer service office scheduling and workload distribution in the absence of the Office Manager.
Coordinates customer service and billing activities with other City departments, including Finance, Treasury, and Public Works.
Assists with maintaining office procedures, workflow improvements, and implementation of system upgrades.
Prepares and maintains reports and supports administrative functions of the division.
Assists with monitoring and maintaining compliance with applicable policies, procedures and regulatory requirements including support for water quality, lead, copper and various sampling reporting requirements.
Performs tasks which develop as WUD work and duties evolve.