Utility Billing Office Manager

City of Hutchinson•Hutchinson, KS

6d•$27 - $40

About The Position

The Utility Billing Office Manager oversees the City of Hutchinson Utility Billing Department, including billing and collections, meter reading, and utility-related databases. The role manages staff and daily operations, plans the department’s work and budget, maintains policies and procedures, and monitors accounting rules and internal controls. It also supports accurate and timely billing, enforces ordinances and applicable laws, handles customer service issues and escalated disputes, and works with city engineers and Public Works staff on utility tap locations. The manager helps establish utility billing rates, maintains the department webpage, and communicates utility-service information to customers. The position protects confidential information, operates job-related equipment as needed, and performs other assigned or necessary duties while following organizational and departmental policies.

Requirements

High school diploma or equivalent.
Additional coursework in business or a closely related field.
Four years of responsible experience in billing or customer account management.
Valid Kansas Driver's License with an acceptable driving record.

Nice To Haves

Bachelor's degree in business administration or a related field.
Three years of supervisory experience.

Responsibilities

Select, supervise, direct, and evaluate assigned staff; address employee concerns, direct work, counsel and discipline employees, and complete performance appraisals.
Plan and direct the city's utility billing operations.
Train and evaluate staff and ensure adequate staffing coverage for operational needs.
Prepare the annual Utility Billing budget and manage expenses to avoid overruns.
Write and maintain operational policies and procedures for the Utility Billing Office.
Monitor adherence to accounting rules, regulations, and internal controls.
Ensure the functionality and accuracy of meter-reading and computer equipment to support timely billing.
Enforce city ordinances and resolve customer service issues, including billing disputes and complaints.
Analyze customer accounts for excess usage, billing errors, and aging receivables.
Resolve escalated customer complaints or service issues.
Identify and recommend solutions to problem areas in utility billing processes.
Develop office systems and procedures to improve customer service and streamline functions.
Work with city engineers and Public Works staff on the location of taps for new or existing locations.
Provide information to establish water, sewer, and refuse-service billing rates.
Maintain and update the Utility Billing webpage.
Provide timely communications to customers regarding utility services and announcements.
Enforce and maintain compliance with federal, state, and local laws and ordinances.
Perform other duties as assigned or deemed necessary.
Comply with organizational and departmental policies and procedures.
Operate job-related equipment, machinery, tools, and other aids as required or needed.
Protect and maintain confidential information accessed in oral, written, or electronic form.