Utilities Billing Supervisor

Franklin County•Louisburg, NC

10h

About The Position

Franklin County is seeking a Utilities Billing Supervisor to oversee the Water Department’s utility billing operations and lead its customer service team. The role manages day-to-day billing, payment collection, and customer relations, including computer-based meter-reading processes, bill preparation, quality control, and mailing. The supervisor handles customer requests, service adjustments, and disputes, and provides backup front-office support as needed. The position maintains electronic and hard-copy records, enters data, and generates reports. It requires thorough understanding of utility billing processes, with unusual situations referred to the director. The employee works under the regular supervision of the Utilities Business Officer, with work reviewed through observation, conferences, and examination of records for adherence to standards, instructions, and safety practices. Compensation is $51,091–$53,646, determined based on experience and qualifications.

Requirements

High school graduation or GED equivalency.
At a minimum, an Associate’s Degree in Business Administration, Accounting, or a similar field, and/or five years of customer service experience working for a local government or utility, supplemented by accounting and computer-operations training and courses, and significant clerical and customer service experience; or an equivalent combination of education and experience.
Knowledge of County codes and ordinances related to billing operations, delinquent accounts, water, and sewer.
Thorough knowledge of cash handling and balancing procedures.
Thorough knowledge of effective customer service procedures and techniques.
Ability to evaluate customer needs and provide effective service; learn department functions and explain processes, procedures, and regulatory compliance issues.
Ability to maintain accurate records, prepare clear reports and written communications, research information, and perform mathematical calculations accurately.
Ability to multitask amid interruptions, maintain attention to detail, meet time-sensitive deadlines, and work under pressure.
Ability to respond courteously to customer inquiries, including controversial or adversarial matters.
Ability to operate standard office equipment and handle cash transactions.
Ability to maintain effective working relationships with County employees, supervisors, elected officials, and the public.
Ability to communicate effectively orally and in writing and develop solutions using logical and creative thought processes.

Nice To Haves

Supervisory experience in billing and customer service for a utility or local government.

Responsibilities

Supervise customer service activities involving payment collection, service orders, and customer account updates.
Staff, train, supervise, and direct employees responsible for billing, payment collection, and customer service.
Communicate with customers to explain policies, procedures, ordinances, billing issues, and collection processes and help resolve concerns.
Oversee utility payment processing and verify the accuracy of cash drawers and bank deposits.
Identify account issues, research incorrect billing, recommend resolutions, and enter approved adjustments into the computerized billing system.
Maintain and review credit card accounts, online bill pay, and PCI compliance status.
Direct processing of non-sufficient-funds checks, verify records and documentation, and arrange disconnection when appropriate.
Identify delinquent accounts and prepare claims for collection through the NC Debt Set Off Program.
Coordinate water meter reading, prepare read sheets and data collectors, and perform quality-control checks before billing.
Direct door-hanger and correspondence processes for service turn-offs and terminations and coordinate actions with field personnel.
Liaise with the third-party bill printing and mailing vendor, including revising layouts, processing download files, and reconciling monthly invoices.
Enter fee schedule changes into the software accurately.
Provide monthly, quarterly, and annual data to accounting staff as requested.
Provide general oversight and support to Customer Service Representatives and cross-train in one or more department functions.
Perform work in accordance with County policies and procedures and carry out other duties as required or assigned.