Utility Customer Service Mgr.

CITY OF GALVESTON • Galveston, TX

2d • Onsite

About The Position

Responsible for the Utility Billing & Customer Service Division to ensure accuracy and efficiency in the billing and collection of utility services, while providing excellent customer service to new and existing customers, responding to inquiries, and promptly posting payments. Manages the Utility Billing daily operations and activities and is responsible for the maintenance of utility billing records and revenue collections for all water, wastewater and garage services. Ensures billing and revenue collections are compliant with City Ordinances and administrative policies. Responds to customer inquiries.

Requirements

• Five (5) years of experience in Billing, Accounting, Finance or related field required.
• Five (5) years customer service required.
• Knowledge of management principles and practices.
• Ability to complete work tasks using computerized budgetary, financial and spreadsheet applications.
• Ability to demonstrate high level of service, to be proactive and to provide excellent time management and organizational skills with high attention to detail.
• Demonstrated ability to communicate effectively in both verbal (in-person and by telephone) and written form including but not limited to writing correspondences, policies and procedures, and other reports.
• Ability to maintain effective working relationships with employees and the general public.
• Effectively manage multiple projects and priorities.
• Ability to read various publications, contracts, correspondence, newsletters, reports, technical manuals and computer software.
• Ability to operate modern office equipment such as a computer, calculator, and copy machine.
• Skilled in the use of spreadsheets, mainframe financial systems, and personal computer technology.

Nice To Haves

• Five (5) years Public service experience desired.
• Bachelor's degree in Accounting, Finance or related field desired.
• Relevant experience and education may substitute for educational requirement.

Responsibilities

• Supports the executive management team, manages, directs, plans, organizes and evaluates the activities of the Utility Customer Service Division involving as many as 9-13 people including the Customer Service Specialists, Utility Billing Specialists and the City Cashiers (occasionally) under the direction of the City Controller.
• Develops, reviews and implements new or improved administrative procedures for the efficient administration of City Ordinances and contracts related to the billing and collecting of water, wastewater and garbage charges for services as approved by department management leadership.
• Oversees all customer service activities related to utility billing and delinquent collections.
• Provides ongoing process improvement efforts to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
• Establishes priorities, assigns workloads and reviews the more difficult and complex assignments.
• Supervises and participates in the preparation of written financial and administrative reports, including communications and recommendations to City Council.
• Responsible for the maintenance of the Utility Billing software and works with the software support team to resolve system issues.
• Recommends enhancements to the system to provide a more effective mechanism for processing utility bills and associated payments.
• Manages departmental budget.
• Provide information to department management for reports to and review by the City Manager, finance committee of the City, other city departments or external agencies.
• Assist the City Controller with special projects, as requested.
• Communicate with City staff, outside auditors, contractors, vendors and others regarding City utility services financial matters.
• Other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager