Supervisor, Billing Services

LUMA Energy

23h

About The Position

Accountable for the day-to-day billing operations and resource allocation to analyze and resolve exceptions across all customer segments, ensuring accurate, timely bills and achievement of key performance metrics. Manages a team of Customer Care Representatives to identify, analyze, and process billing exceptions promptly, ensuring accurate billing and improved customer satisfaction Manages vendors relationship and leverages technology solutions to optimize printing, enveloping, and shipping processes, ensuring timely delivery of accurate customer bills and achievement of performance targets Develops and prioritize improvement opportunities into actionable gap-closure plans linked to key Customer Experience metrics, enhanced satisfaction scores and operational efficiency (e.g., J.D. Power Customer Satisfaction (Residential/Commercial), delayed bills, returned mail as a % of overall mail, etc.). Supervises and prepares daily team operations by assigning tasks, setting priorities, monitoring performance, and providing feedback to ensure timely completion of work and continuous improvement. Trains new employees, provides ongoing coaching, and identifies skill gaps to support development and resolve issues impacting productivity or quality. Applies strong interpersonal and problem-solving skills to resolve employee concerns and conflicts, fostering a positive, respectful, and collaborative work environment Tracks team expenses, payroll and ensures adherence to budget guidelines to support cost control. Monitors and guides team compliance with organizational standards and legal requirements to minimize risk and ensure operational integrity. Participates in and ensures team participation in critical restoration tasks and drills following storms and/or emergencies to maintain service continuity and operational safety. Executes and delegates additional responsibilities based on team and business needs to ensure continuity and responsiveness in operational responsiveness.

Requirements

Bachelor’s degree in business administration or related field.
4 years' experience in a similar functional role, with at least 2 years in a lead role, overseeing employees directly or indirectly.
Experience in key account relationship management and stakeholder engagement.
Experience with Billing applications and technology systems.
Experience in developing and delivering training for billing exception related skills and processes.
Experience in process improvement and process improvement methodologies.
Strong ability to develop and deliver effective presentations and facilitate meetings as related to strategy, training, and collaborating with various stakeholders.
Excellent interpersonal and communication (both written and oral) skills.
Exceptional analytical, decision making, and problem-solving skills.
Exceptional attention to detail.
Strong ability to be resourceful and make prudent decisions in a fast-paced environment.
Proficient in the use of common computer applications (e.g., Microsoft Office and CC&B).
Organizational planning and development skills.
Valid Driver’s License

Responsibilities

Manages a team of Customer Care Representatives to identify, analyze, and process billing exceptions promptly, ensuring accurate billing and improved customer satisfaction
Manages vendors relationship and leverages technology solutions to optimize printing, enveloping, and shipping processes, ensuring timely delivery of accurate customer bills and achievement of performance targets
Develops and prioritize improvement opportunities into actionable gap-closure plans linked to key Customer Experience metrics, enhanced satisfaction scores and operational efficiency (e.g., J.D. Power Customer Satisfaction (Residential/Commercial), delayed bills, returned mail as a % of overall mail, etc.)
Supervises and prepares daily team operations by assigning tasks, setting priorities, monitoring performance, and providing feedback to ensure timely completion of work and continuous improvement.
Trains new employees, provides ongoing coaching, and identifies skill gaps to support development and resolve issues impacting productivity or quality.
Applies strong interpersonal and problem-solving skills to resolve employee concerns and conflicts, fostering a positive, respectful, and collaborative work environment
Tracks team expenses, payroll and ensures adherence to budget guidelines to support cost control.
Monitors and guides team compliance with organizational standards and legal requirements to minimize risk and ensure operational integrity.
Participates in and ensures team participation in critical restoration tasks and drills following storms and/or emergencies to maintain service continuity and operational safety.
Executes and delegates additional responsibilities based on team and business needs to ensure continuity and responsiveness in operational responsiveness.