Utility Billing Supervisor
Utility Billing Supervisor
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$ 83570 - 120336
1 Vacancy
Job Description
Overview
Join the City of Gresham as our Utility Billing Supervisor!
Do you have a passion for customer service and leadership
The City of Gresham is seeking a customer service focused Utility Billing Supervisor who thrives in a fastpaced environment. Leading and supervising the operations of the Utility Billing team includes working with staff to ensure accurate billing of customers evaluating and implementing process improvement for utility billing functions including the automated meter system and overseeing and coordinating the Citys utility customer assistance program. The Utility Billing team is part of the Budget & Finance Department and this position reports to the Financial Operations Manager.
Our Utility Billing team is made up of customer service field and program staff that manage and assist over 27000 utility accounts. This team assists customers in person on the phone and via email with their utility account questions and concerns. This position also works closely with other City departments including the Public Works Department which is responsible for operating the municipal utilities of Water Stormwater and Wastewater. If you enjoy working with the public empowering staff process improvement and providing highquality customer service then this job is for you.
As Oregons fourthlargest city Gresham is a welcoming community of hardworking people where tradition and heritage meet innovation and opportunity. Gresham is a dynamic and rapidly growing city where families and businesses have a mutual desire and drive to thrive. City of Gresham employees care deeply about the community they serve and go one step beyond to deliver services in collaborative inventive practical and nimble ways. Our work is challenging fastpaced and rewarding.
We believe that to deliver the highest level of service to all Gresham community members it is crucial we employ a diverse workforce foster an inclusive working environment and ensure our policies and systems result in equitable outcomes. The City seeks candidates who will support these values by continuously incorporating equity in their daily work and actively contributing to a workplace culture that respects unique viewpoints life experiences and cultural perspectives.Come build the future with us.
Position Description
What you will get to do: As the Utility Billing Supervisor you will:
Supervise and Develop a HighQuality Team Lead a team of 7 utility billing team members (including Utility Customer Service Representatives Utility Program Techs and Water Services Field Representative) providing mentorship performance evaluations setting performance standards setting priorities assigning tasks training and fostering a positive and collaborative workplace culture. The supervisor will work with department management on recruitment/hiring coaching and disciplinary responsibilities for their team.
Customer Service Deliver highquality customer service by responding to customer inquiries and concerns via phone email or in person including when escalated from front line staff. Provide accurate information about City services policies and procedures to the community. Monitor overall team productivity such as call and email volume.
Program Oversight Lead the daily operations of the Utility Billing Team including customer assistance account billing accounts receivable meter read processing ensure data input integrity testing and training of software updates reviewing and auditing bill processing and quickly and effectively identifying and resolving issues when they arise. Maintain internal controls to ensure information security equity and fiscal responsibility.
Process Improvement Plans and organizes the Citys Utility Billing program including developing procedures to implement new and/or changing requirements and recommending and establishing administrative controls and improvements as necessary.
Qualities we are looking for: Collaborative: A selfdirected leader who promotes a harmonious and inclusive work environment. A strong communicator who leads by examples coaches to success gives and receives constructive feedback with the ability to articulate thoughts and express ideas effectively using verbal written visual and nonverbal communication skills as well as listening skills to gain understanding.
Strategic: An analytical thinker with proven process improvement approaches. Rely upon a variety of approaches to manage and resolve concerns disagreement and conflict.
Nimble: A quick learner with ability to manage multiple projects with strong change management skills and able to reprioritize tasks as circumstances change and make sure that key deadlines and deliverables are property addressed.
Attention to Detail: Someone who places accuracy as a priority in accomplishing tasks with consideration for all areas involved monitors and check work data and other information regularly; plans and organizes time and resources efficiently.
Customer Service Focused: Create a learning environment dedicated to continuous improvement with a customer centric focus. Coach and lead by example to provide excellence in customer relations.
Diversity Equity Inclusion and Belonging: Ability to understand a set of values behaviors attitudes and practices of others that allows one to work effectively and cross culturally. Ability to honor and respect the beliefs language interpersonal styles and behaviors of individuals. Promotes justice impartiality and fairness within the procedures processes and distribution of resources. Someone willing to tackle equity issues and understand the root causes of outcome disparities within our society.
Qualifications
Minimum Qualifications: Associates degree
Five 5 years of billing collections and or customer service experience with two 2 years of supervisory experience.
OR
Bachelors degree
Three 3 years of billing collections and or customer service experience with two 2 years of supervisory experience.
Any combination of a qualifying education training and/or experience equivalent to 710 years will be considered.
Preferred Qualifications: Intermediate to Advanced skills in Microsoft Office Suite (Excel)
Experience analyzing and interpreting large sets of data
An intermediate understanding and application of accounting concepts such as cash handling monetary reconciliations cashiering statistical research and analysis.
Experience managing a diverse workforce
Experience leading teams within a unionized work environment under a collective bargaining agreement
Experience working in utility financial operations
Selection Process
Required application materials: - Complete online application Do not type see resume in any fields or leave work experience fields blank in the application template.
- Answers to supplemental questions
- Resume
The City of Gresham offers a comprehensive and equitable base salary within the listed range based on your experience skills and education verified in your application. We encourage you to clearly describe how you meet the minimum and preferred qualifications and essential attributes in your application materials. Learnmore about Oregon Equal Pay.
If you desire a modification of this process to accommodate a disability please provide your request in writing to or by phone toupon submitting the required application documents.
A review of application materials including your response to supplemental questions submitted will determine which candidates will be invited to an interview. Communication with candidates will be done primarily through email. Sometimes these messages may land in a spam or junk mail folder. We encourage you to monitor your inbox as well as the inbox within the portal for important updates related to this process.
Veterans Preference
The City of Gresham provides qualifying veterans and disabled veterans with preference in employment in accordance with state law. Any candidate wishing to have their qualifying veterans preference applied to the process must submit a qualifying document (DD Form 214 or 215 at the time of application providing proof of eligibility that includes discharge status. Disabled veterans must also submit a copy of their Veterans disability preference letter from the US Department of Veteran Affairs at the time of application unless the information is included in the DD Form 214 or 215.
Our Commitment
The City of Gresham is committed to providing equal employment opportunity to all qualified employees and applicants without unlawful regard to race color religion sex (including pregnancy childbirth and related medical conditions) sexual orientation gender identity national origin age mental or physical disability genetic information veteran status marital status familial status or any other status protected by applicable federal Oregon or local law.
Please direct questions about this position toor
If you need assistance with the online application please contact NEOGOV directly at.
Any offer of employment is contingent upon successful completion of a criminal background check
Required Experience:
Manager
Employment Type
Full-Time
