Customer Service Manager - Revenue Recovery

Customer Service Manager

The anticipated hiring range is $73,672 - $94,749. The City of Richmond Department of Public Utilities is seeking a qualified Customer Service Manager for revenue recovery in the customer service division. This position is responsible for safeguarding the financial health of the utilities by identifying, investigating, and recovering lost revenue due to billing inaccuracies, metering issues, unauthorized consumption, and process inefficiencies. This role ensures accurate revenue capture while maintaining compliance with regulatory standards and delivering fair outcomes for customers.

Duties include but are not limited to:

• Manage the day-to-day operations of the revenue recovery office which consist of 9 account investigators.
• Lead initiatives to detect fraud and recover lost revenue related failure to pay, write-offs, and unauthorized usage
• Manage the bankruptcy process and acts as a liaison between the City of Richmond and U.S. Bankruptcy court; assures that claims are file timely, trustee payments trustee are processed and monitor pre-petition and post-petition debts
• Work closely with customer service and billing departments to resolve disputes and correct account discrepancies
• Analyze financial data to identify accounts receivables, billing discrepancies, and underpayments
• Develop and implement revenue recovery strategies and processes
• Collaborate with finance, billing, operations, and MIS teams to resolve discrepancies
• Monitor accounts receivable and ensure timely follow-up on outstanding balances
• Prepare reports on recovery performance, trends, and key metrics
• Ensure adherence to local, state, and federal regulatory requirements governing utility billing and collections
• Prepare detailed reports and present findings to senior management

Qualifications, Special Certifications and Licenses:

Minimum training and experience:

• Bachelor's degree in business administration, finance, accounting, or a related field
• Four years of journey-level professional revenue collection and customer service management experience and two years of supervisory experience
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

Preferred qualifications:

• 5 years experience supervising a team of 7 or more
• Extensive knowledge in bankruptcies and liens
• 5 or more years of experience in utility billing, revenue recovery, or financial analysis
• Strong understanding of utility operations, including metering, billing cycles, and field services
• Proficiency in data analysis and utility billing systems
• Solid knowledge of regulatory and compliance requirements in the utility sector
• Strong analytical, investigative, and problem-solving skills

Licensing, certifications, and/or other special requirements:

• None required

Knowledge, skills, and abilities:

Knowledge (some combination of the following):

• General Accepted Accounting Principles (GAAP)
• Collection management principles, practices, and activities
• Foundational leadership principles and theories
• Large-scale call center operational standards and processes
• Customer service complaint management techniques
• Best practices in call centers and customer service policies and procedures
• Account reconciliation
• Research and auditing practices as it relates to customer service activities
• Correct money handling processes
• Banking/financial and credit transactions, including pulling credit card reports
• Correct tools to recognize counterfeit money
• Cash management practices and procedures
• Standard office equipment
• City's services or products and who performs them
• Related City databases
• Strategic planning

Skills (some combination of the following):

• Computer proficiency including Microsoft Office Suite, Oracle based systems, CIS system, etc.
• Oral and written communication
• Interpersonal communication
• Problem and complaint resolution
• Negotiation
• Conflict management
• Research and evaluation
• Customer service
• People management
• Business development
• Budgeting and planning
• Team building and collaboration

Abilities (some combination of the following):

• Multi-task
• Analyze information
• Manage time effectively
• Lead others
• Organize
• Maintain the integrity of time sensitive processes and documentation
• Write, speak, plan, and organize effectively
• Supervise, motivate, and develop staff
• Listen and understand issues
• Make sound decisions
• Monitor and evaluate quality and accuracy in area of assignment
• Review and analyze data
• Create, analyze, assess, and compile statistical reports

Americans with Disabilities Act Requirements:

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

Environmental hazards: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

Physical requirements and working environment: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. While performing the essential duties of this job, the employee is regularly required to talk, see, hear, finger (pick, pinch, type or otherwise work primarily with fingers), and use substantial repetitive motions of the wrists, hands, and fingers. The employee is occasionally required to stoop, stand, reach extending hands and arms in any direction, walk, lift, feel, and grasp. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

Equal Employment Opportunity Statement:

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner, by email at View email address on click.appcast.io.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

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