Utility Billing Supervisor

Hybrid position, remote work two days per week.

GENERAL SUMMARY: The Utility Billing Supervisor performs difficult work overseeing the city utility service account activities (water, sewer, garbage, and stormwater) including billing and related customer service functions. Work involves setting policies and goals under the direction of the Chief Financial Officer. Supervision is exercised over subordinate personnel. 

DISTINGUISHING FEATURES OF THE CLASS: Employee in this class is responsible for the day-to-day supervision and coordination of the utility billing employees; and for performing technical work involving utility billing operations and the parking system data base. Work requires the exercise of independent judgment and is performed with relative independence.

An important component of this position is to work as part of an internal team to create a more data-driven, high-performance organization focusing on outcomes, which includes cross-departmental cooperation and integration using performance measurement and evaluation which leads to an equitable community of choice.

While the Finance Department supports the work of all the City departments and divisions, it also plays a role in supporting external partnerships through the City departments and divisions and directly where appropriate. The Finance Department plays a role in educating and informing the public electronically and through public speaking and community involvement. The employee reports to the Chief Financial Officer. Work is reviewed by the Chief Financial Officer through oral and written reports, conferences and results achieved.

Job Duties

• Staff, train, supervise, evaluate, discipline, and direct positions tasked with billing customers, collecting payments, and resolving problems for utility accounts.
• Coordinate and assign work.
• Update accounts receivable and customer information tables.
• Collaborate with Information Technology and Finance Department to implement changes to the utility billing data base and utility billing procedures, and on work with Water, Engineering, Public Works, and Water & Resource Recovery Center departments.
• Ensure legal, administrative, and procedural policies are followed.
• Assist employees by taking requests, receiving, and recording payments, handling complaints and cashiering.
• Research information.
• Maintenance of the utility billing and parking databases.
• Prepare collection, property liens and utility shut-off lists.
• Mail out delinquent utility bills.
• Receive customers.
• Authorize utility turn-ons and shut offs.
• Process and record data electronically.
• Assist with bill corrections and account set up.
• Issue final bills.
• Reconcile receipt batches and prepare deposits.
• Assist with fiscal year-end audit work papers.
• Maintain and update the utility billing web pages.

KNOWLEDGE, SKILLS AND ABILITIES:

• Bookkeeping and Cash Collection Practices- Knowledge of basic mathematics, specialized computer accounting software, spreadsheets, and databases, attention to detail, and best practices for cash control.
• Administration and Management - Knowledge of business and management principles involved in strategic planning, organizational development concepts, techniques, and philosophies; safety requirements; resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Mathematical Reasoning - Knowledge of mathematical applications; and choosing the right type of math to solve a problem.
• Customer Service Orientation - Knowledge of principles and processes for providing customer service including looking for ways to help people, assessing customer needs, meeting quality standards for services, and evaluating customer satisfaction.
• Active Listening - Listening to others, not interrupting, and asking good questions.
• Monitoring and Idea Creation - Keeping track of how well people and/or groups are doing to make or create ideas and improvements.
• Critical Thinking, Judgment and Decision Making, Complex Problem Solving
• Learning Strategies - Using the best training or teaching strategies for learning new things.
• Deductive and Inductive Reasoning - Coming up with general rules and answers from lots of detailed information and using them to solve problems.
• Information Ordering - Ordering or arranging things.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job and that candidate may come from a variety of backgrounds and lived experiences. If you're interested in applying, we encourage you to think broadly about your background and skill set for the role, even if you believe you do not meet all of the hiring criteria described above.   

Qualifications

MINIMUM QUALIFICATIONS: 
 

• Five years of experience in billing operations or accounting.
• Three years of experience in management, a supervisory role, or team lead.
• Superior customer service skills and experience.
• Associate degree in business administration, accounting, or closely related field.
• Or any combination of experience and training equivalent to 5 years.

Supplemental Information

SUPERVISORY STATUS:  Administrative

FLSA STATUS: Exempt

RESIDENCY REQUIREMENT: Employee shall establish their principal place of residence within fifty (50) miles of their place of employment as soon as practicable after appointment, but within two years of appointment.

Selection Process
 

1. MQ Review: HR will screen applications for minimum qualifications after the posting closes.
2. SME Review:  Applications for candidates that meet minimum qualifications will be forwarded for an in-depth review of supplemental question responses.
3. Panel Interview(s): Our goal is to schedule panel interviews with candidates that pass the HR review as soon as possible.

Our Commitment to You:  We are committed to using a merit-based system in which recruiting, selecting, and advancing employees is based on their relative knowledge, skills, and abilities. The City of Dubuque values a culture of equity, diverse perspectives, and life experiences. Our organization embraces innovation, collaboration and work-life harmony. We offer job stability, a comprehensive benefits package, and an opportunity to serve and support our diverse community. We are an equal opportunity employer with a commitment to diversity and an inclusive workforce. Women, minorities, veterans, and people with disabilities are encouraged to apply.