Customer Service Manager, Senior - Billing Operations

City of Richmond•730 East Broad Street, VA

3d•Onsite

About The Position

The City of Richmond Department of Public Utilities is seeking a highly qualified Customer Service Manager, Senior - Billing Operations in the Customer Service Division. The ideal candidate will have strong supervisory and managerial experience, a comprehensive background in utility billing, residential and commercial metering equipment (water and gas preferred), Customer Care and Billing System (CCS) operations, and continuous process improvement. The ideal candidate will also be able to lead and support change management initiatives through critical thinking, innovation, and a strong customer focus. Advanced skills in Microsoft Office Suite, experience with utility rate structures, and experience managing or supporting CCS functionality, enhancements, and billing processes are also preferred. This position will report to the Deputy Director, Senior of Customer Service and will play a significant role in maintaining efficient, accurate, and customer-focused billing operations.

Requirements

Bachelor's degree in business administration, finance, accounting, or related field
Five years of professional revenue collection and customer service management experience with at least two years of supervisory experience
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.
High proficiency in Microsoft Excel and data processing software to analyze bulk meter data, generate insights, and audit billing exceptions.
Exceptional attention to detail with standard mathematical calculations, percentage changes, and fractional rate adjustments.
Computer programs such as Microsoft Office Suite (Word, Excel, Outlook)
Think critically
Be accountable
Exhibit fiscal responsibility
Analyze information
Problem solve
Manage time effectively

Nice To Haves

strong supervisory and managerial experience
comprehensive background in utility billing
residential and commercial metering equipment (water and gas preferred)
Customer Care and Billing System (CCS) operations
continuous process improvement
lead and support change management initiatives through critical thinking, innovation, and a strong customer focus
Advanced skills in Microsoft Office Suite
experience with utility rate structures
experience managing or supporting CCS functionality, enhancements, and billing processes
Mathematical Precision
Billing operations, trends, and supporting technology infrastructure.
Billing systems, Customer information system functionality, billing processes, and supporting technology
Utility ratemaking concepts
Operating concepts and organizational restructuring
Presentations, both creating and presenting
Written and verbal communication
Cognitive reasoning
Team building
Public speaking
Interpersonal communication
Customer relations

Responsibilities

Plans and executes strategic initiatives for the division.
Manages staff to review and resolve service issues; advises staff on the application of procedures, ordinances, and state law based on specific circumstances.
Recruits, trains, supervises, evaluates, and schedules billing and customer service staffing.
Aligns resources and training to support successful billing operations
Manages billing cycles, ensures accurate bill generation, and handles complex adjustments or rate changes.
Representing the Customer Service Division at meetings related to metrics and quality assurance initiatives.
Overseeing billing preparation; explains exceptions and variances.
Investigates and responds to high-level inquiries received from the Mayor's Office, CAO's Office, DCAO's Office, or Director's Office.
Develops and monitors operational controls to ensure key division measures and standards are developed, met, and develops corrective action plans as necessary.
Communicates directly with customers to resolve complex billing complaints and inquiries regarding utility policies.
Prepares financial reports, supports audits and ensures compliance with local and industry regulations