Utility Billing Manager

City of Somerville•Somerville, MA

2d•$100,000

About The Position

The Utility Billing Manager is responsible for overseeing the utility billing functions for the Water and Sewer Department, including the development, management, and execution of billing processes, meter operations, and customer service. This position also involves ensuring accurate billing and financial reporting, developing procedures, overseeing staff, and maintaining effective communication with customers. The Utility Billing Manager will work collaboratively with other City departments, such as the Treasurer/Collector’s Office, Auditing, and Information Technology.

Requirements

Bachelor’s degree in business administration, finance, public administration, or a related field is preferred, and seven to ten (7-10) years' experience with municipal utility billing systems, with at least three (3) in a supervisory position; or any equivalent combination of education, training and experience which provides the required knowledge, skills and abilities to perform the essential functions of the job.
A strong understanding of utility rates, financial management, and customer service operations is essential.
Thorough knowledge of municipal utility operations, billing systems, and financial management.
Understanding of automated meter reading systems, meter operations, and the integration of technology in billing practices.
Knowledge of applicable federal, state, and local regulations and guidelines related to utility billing.
Strong knowledge of accounting principles and practices related to municipal enterprise funds.
Ability to develop and implement effective billing procedures and operational improvements; ability to analyze complex data, prepare reports, and make recommendations for improvements.
Ability to communicate effectively both orally and in writing with staff, customers, and stakeholders; ability to handle a high volume of customer inquiries and resolve issues efficiently.
Ability to manage and supervise staff, ensuring productivity and compliance with policies.
Excellent organizational skills with the ability to prioritize tasks and meet deadlines.
Skilled in the use of Microsoft Office Suite (Word, Excel, Outlook) and utility billing software (e.g., Munis or similar product).
Strong problem-solving skills and the ability to apply judgment in addressing billing issues and discrepancies.

Nice To Haves

Munis (municipal finance/billing software) experience preferred.
Relevant certifications in water meter systems or billing management are preferred.

Responsibilities

Oversee and manage all aspects of water and sewer billing operations, including meter reading, billing cycles, adjustments, abatements, and payment processing.
Collaborate with Department leadership to maintain and update an automated meter reading system, ensuring accurate collection and transmission of data.
Provide guidance to the Water Meter Technicians to ensure timely and accurate meter installation, maintenance, and readings.
Develop and recommend policies and procedures to improve utility billing operations, ensuring compliance with relevant regulations and laws.
Analyze billing data to identify discrepancies, troubleshoot issues, and ensure customer bills are accurate.
Coordinate with the City Finance Departments to ensure smooth utility billing and financial processes.
Prepare detailed reports for management, including billing summaries, account status, usage trends, and financial analyses.
Supervise Billing Analysts; assign special projects, focus on learning & development in industry trends, professional certifications, and leverage technology to enhance accessibility and engagement.
Respond to customer inquiries, complaints, and requests in a professional and courteous manner; address elevated constituent issues in a timely manner.
Maintain accurate and up-to-date customer account information and documentation for utility billing purposes.
Manage the preparation of budgets for billing operations and ensure the efficient use of resources.
Perform other related duties as required.

Benefits

4 weeks annual vacation for non-union positions.
Medical insurance through the Group Insurance Commission (GIC) - 80% of premium costs paid by City
Dental coverage low and high plans through Cigna
Vision care through Vision Service Plan (VSP)
Long term disability through Sun Life Group and voluntary life insurance through Boston Mutual
Health Care and Dependent Care flexible spending through Benefit Strategies
Deferred compensation plans through a choice of three vendors
Free, confidential services through the Employee Assistance Program (EAP) provided by E4Health
Annual cancer screening & wellness release
Somerville Retirement Pension System
Tuition reimbursement
MBTA pass program
FREE Blue Bikes membership
Eligible employer for the Public Service Loan Forgiveness Program (PSLF)