• Determines work procedures, work schedules, and workflow for office and field staff.

• Interviews, selects, and trains staff; performs annual job performance assessments.

• Assigns duties and examines work for accuracy, neatness and conformance to policies and procedures.

• Develops correspondence and instructions to inform the public of new policies and procedures.

• Evaluates and standardizes procedures to improve efficiency in use of the software application.

• Prepares composite reports for internal and external use.

• Reviews meter readings for accuracy.

• Coordinates meter readings and routing.

• Oversees daily tasks are performed to comply with work schedules established by City or department rules.

• Analyzes data of utility service codes and rates on a periodic basis to ensure proper billing.

• Maintains all locations that received the City’s water, sewer, solid waste, and stormwater service.

• Monitors and evaluates accounts sent to collection agency and prepares accounts for annual write off.

• Prepares appropriate information to legal for accounts that have filed for bankruptcy.

• Responds to citizen complaints that are technical or escalated regarding utility services.

• Prepares budget for the Utility Billing division.

• Uses advanced metering analytics to perform data extractions and data diagnostics.

• Knowledge of general office procedures and practices.

• Knowledge of computer systems pertaining to utility billing software and Microsoft products.

• Knowledge of daily operations and activities of customer service.

• Knowledge of utility rates, ordinances, billing practices, and procedures.

• Ability to analyze data and discern underlying problems.

• Ability to establish and maintain effective working relationships with employees, and the public.

• Ability to handle complaints from difficult customers and resolve conflicts.

• Ability to maintain, access, input, and retrieve information from a computer.

• Ability to communicate effectively both orally and in writing.

• Ability to analyze and solve problems that involve the receipt of monies.

• High school diploma or possession of an acceptable equivalency.

• Two years of college level training in Business Administration.

• Two years of experience in office management, including cashiering.

• Three years of experience in a supervisory capacity.

• A combination of education, training, and experience may be substituted at the City’s discretion.
  

• Valid Florida Driver’s License and must be insurable by the City’s current insurance provider.

• Manages, supervises, and evaluates utility billing personnel to ensure quality and timely completion of tasks.

• Plans, develops, oversees, directs, and coordinates all utility billing activities, administration, and services.

• Provides information and support to the City Departments.

Code: Constant = 2/3 or more of the time Frequent = from 1/3 to 2/3 of the time Occasional = up to 1/3 of the time N/A = Not applicable

Environmental Conditions:

Code: Constant = 2/3 or more of the time Frequent = from 1/3 to 2/3 of the time Occasional = up to 1/3 of the time N/A = Not applicable

Emergency Responsibilities:

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, Emergency Management or City Administration. Such assignments may be before, during or after the emergency/disaster.