Utility Billing and Customer Service Supervisor - City of Brooksville, FL

STARTING PAY: $43,888/yr (commensurate with experience)

BENEFITS OF WORKING FOR THE CITY OF BROOKSVILLE:

20 days of PTO for the first year (unutilized hours roll over) and accrual increases with years of service

12 paid holidays and 2 floating holidays

Flexible scheduling for participating departments

Florida Retirement System Pension and Investment Plan

Employer paid health coverage

Tuition reimbursement up to $5,250 a year!

JOB SUMMARY/OVERVIEW OF THE POSITION: This is an Administrative and Supervisory position that requires extensive knowledge of Utility billing processes and procedures. This position is responsible for organizing, directing and coordinating activities involving utility accounts payable and receivable, billing and/or financial reporting, and quality customer service. Position is supervised by the Finance Director or designee.

ESSENTIAL JOB FUNCTIONS:

• Oversees and manages the accounting transactions and customer account activity of the City Utility services.
• Performs administrative, support and management assignments in the Customer Service Division of the Finance Department in accordance with the authority delegated by supervisor.
• Exercises general supervision over the assignments and performance of Customer Service personnel as directed by supervisor.
• Designs and maintains task work flow for all billing functions in accordance with good standards of internal control and maximum efficiency.
• Handles difficult customer situation involving account disputes, collections, and water turn-offs for delinquent accounts. Communicates effectively with others.
• Ensures timely reconciliations of accounts related to billing including but not limited to accounts receivable balances, cash reconciliation, incoming credit card balances, credit card processor charges, and delinquent accounts.
• Responsible for Utility Billing Software which includes selection of vendor, coordination with Information Technology on upgrades and problems, and decisions regarding software selection, implementation, and security.
• Participates as a member of the Finance Department in a variety of projects to include Finance Department strategic planning, department training plans, reconciliations and various accounting projects not directly related to Utility Billing.
• Negotiate and manage contracts with several third party service providers to include solid waste franchisee, credit card processing companies, banking partners, and software vendors, etc.
• Prepares and designs reports of a complex nature. Provides reports on activities, expenditures, compliance and analysis of measurable objectives of the department’s achievement of goals to the Customer Service Division of the Finance Department.
• Prepares analytical and statistical reports as requested and prepares and updates public informational materials related to utility billing.
• Prepares various complex and specialized correspondence, letters, emails, reports, etc.
• May review or prepare reconciliation of subsidiary ledgers to the general ledger.
• Facilitates a good working relationship between the Public Works department, Utility customers, third-party vendors, co-workers, subordinates, and the general public.
• Work safely, diligently and responsibly at completing assigned duties.

KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of accounting principles, practices and procedures. Knowledge of credit card processing and reconciliation. Knowledge of composition and grammar, business English and arithmetic. Must have considerable knowledge of computerized accounting systems and experience using personal computers to enter, retrieve, and edit spreadsheets of billing transactions/activity. Advance knowledge ability to use Microsoft Office programs, including Word, Excel, PowerPoint, and Outlook, and other Windows-based software for finances/reporting database, etc. Considerable knowledge of local government organization and procedures. Must have proven skill in conflict resolution and dealing with irate or difficult customers. Ability to analyze and interpret financial data, draw conclusions and prepare clear and concise reports and recommendations. Ability to assist in the development of long-term plans and programs, and objectively evaluate work accomplishments. Ability to communicate and deal with the public and co-workers in a professional and positive manner. Ability to handle customer complaints skillfully and respectfully. Ability to work and deal with a wide range of individuals, dealing with situations in which the individual may be upset with an issue involving the Customer Services Division. Ability to work effectively with frequent interruptions in a team environment as a team player/supervisor. Ability to present facts and maintain effective relations with City officials, employees, and the general public. Ability to supervise personnel. Ability to read, comprehend, implement and complete written and/or oral directions in English. Ability to plan, organize, and supervise the implementation of Utility Billing systems and procedures. Ability to maintain acceptable attendance record. Ability to perform assigned duties effectively, follow directions and complete assignments accurately and on time while working carefully and complying with safety rules. Ability to prepare and write correspondence to customers and citizens in a professional and timely manner. Ability to work independently and confidentially without close supervision. Ability to project a good public image and maintain effective customer relations. Ability to use and operate a personal computer and office equipment. Ability to accurately type 45 wpm. Interact courteously with the public, officials, supervisors and co-workers and subordinates. Skills to function in the use of a personal computer and database oriented software and financial systems. Skills in completing work with a high degree of accuracy. Ability and willingness to understand and comply with the City’s policies, regulations and procedures; exercise sound judgment; perform at an acceptable level of efficiency and productivity as determined by the City’s management; and support the departments and the City’s mission, goals and objectives. Must be insurable by the City’s insurance carrier.

MINIMUM REQUIREMENTS LISTED AS FOLLOWS:

PHYSICAL SKILLS: Sitting, standing, use of fingers, arms, hands and legs and voice/talking are constant. Good eyesight (correctable) and hearing (correctable) are essential. Stretching/reaching, bending at waist, squatting, walking, handling, grasping, driving, light lifting and/or carrying (up to 15 lbs) are frequent. Pushing, pulling, kneeling, climbing, balancing, turning, feeling, medium lifting and/or carrying (up to 30 lbs.) are occasional.

EDUCATION, TRAINING AND EXPERIENCE: Associates Degree in Business or Finance/Accounting or related from an accredited college or university or equivalent acceptable to the City.

LICENSES, CERTIFICATIONS OR REGISTRATIONS: Valid Florida driver's license and must be insurable by City's current insurance carrier.

ADA STATEMENT: A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.

DRUG-FREE WORKPLACE: City of Brooksville is a drug-free workplace in accordance with Federal and Florida law.

VETERANS' PREFERENCE: Under Section 295.07, F.S., Chapter SSA-7, City of Brooksville provides to Veterans, that preference in appointment will be given to preference-eligible applicants.