Billing Systems Lead

ARIZONA WATER COMPANY•Phoenix, AZ

5d•Onsite

About The Position

The Billing Systems Lead is a working lead for Billing Operations and Business Systems, responsible for leading the Billing team’s day-to-day operations, analyzing business processes, collaborating with the Rates team on newly implemented rates, supporting Customer Information System (CIS) business platforms, triaging core business application issues, and helping implement technology solutions that improve operational efficiency, service delivery, and decision-making across the Company. Under the direction of the Customer Systems Manager, the role evaluates business needs and translates operational requirements into practical Customer Systems solutions, working independently and collaboratively. The incumbent is expected to maintain a professional image, prepare clear and accurate documentation, protect confidential information, and be available for overtime when needed for emergencies, system issues, implementations, or planned assignments. The position supports billing operations, CIS users, the Meter Reading team, and Customer Service Representatives. It includes maintaining billing schedules and rate structures, providing software and troubleshooting support, conducting quality-control reviews, and participating in system testing and implementation activities. Other duties may be assigned by management.

Requirements

High school diploma or equivalent.
At least 3 years of experience in utility billing, operations analysis, or a related field.
Demonstrated leadership, professionalism, dependability, flexibility, punctuality, integrity, and a collaborative team approach.
Strong computer skills, including knowledge of Microsoft Office and Microsoft 365 functionality and document conversion.
Knowledge of business process mapping, requirements gathering, testing, troubleshooting, and end-user support practices.
Ability to prepare clear written procedures, technical documentation, and business correspondence.
Strong analytical, organizational, and problem-solving skills, with close attention to detail and accuracy.
Ability to communicate effectively and maintain productive working relationships with employees at all levels, management, vendors, external stakeholders, and the public.
Strong written and verbal communication skills and sound judgment.
Must possess and maintain a valid, appropriate Arizona driver’s license with an acceptable driving record.

Nice To Haves

Experience in a regulated or high-volume customer service environment.
Experience with accounting principles.
Experience supporting CRM or CIS integrations, including reporting and data synchronization.

Responsibilities

Provide day-to-day leadership and operational support for the Billing team.
Analyze business processes, identify workflow inefficiencies, and recommend system or process improvements to increase accuracy, consistency, and productivity.
Maintain meter-read and billing schedules in the CIS system by updating and importing data files.
Maintain the integrity of billing rate structures and their components.
Develop documentation and tools to support billing operations.
Research and resolve system-user inquiries related to CIS.
Cover billing operations when Billing System Analysts are absent.
Provide Sensus software support to the Meter Reading team.
Support Customer Service Representatives with payment research, refund requests, bill adjustment requests, and billing analysis.
Perform quality-control reviews of billing and tax rates.
Participate in system testing, validate results, and document outcomes before implementing changes or enhancements.
Provide user support and troubleshooting for assigned software applications, reporting tools, and operational processes, including CIS issues reported through the Company’s trouble ticket system.
Perform other duties as assigned by management.