Utility Customer Service Mgr.

An island community rich in history and opportunity, Galveston is the ideal place to live, work and raise a family!

Job Description

SUMMARY

Responsible for the Utility Billing & Customer Service Division to ensure accuracy and efficiency in the billing and collection of utility services, while providing excellent customer service to new and existing customers, responding to inquiries, and promptly posting payments.

Manages the Utility Billing daily operations and activities and is responsible for the maintenance of utility billing records and revenue collections for all water, wastewater and garage services. Ensures billing and revenue collections are compliant with City Ordinances and administrative policies. Responds to customer inquiries.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

Supports the executive management team, manages, directs, plans, organizes and evaluates the activities of the Utility Customer Service Division involving as many as 9-13 people including the Customer Service Specialists, Utility Billing Specialists and the City Cashiers (occasionally) under the direction of the City Controller.

Develops, reviews and implements new or improved administrative procedures for the efficient administration of City Ordinances and contracts related to the billing and collecting of water, wastewater and garbage charges for services as approved by department management leadership.

Oversees all customer service activities related to utility billing and delinquent collections.

Provides ongoing process improvement efforts to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Establishes priorities, assigns workloads and reviews the more difficult and complex assignments.

Supervises and participates in the preparation of written financial and administrative reports, including communications and recommendations to City Council.

Responsible for the maintenance of the Utility Billing software and works with the software support team to resolve system issues. Recommends enhancements to the system to provide a more effective mechanism for processing utility bills and associated payments.

Manages departmental budget.

Provide information to department management for reports to and review by the City Manager, finance committee of the City, other city departments or external agencies.

Assist the City Controller with special projects, as requested.

Communicate with City staff, outside auditors, contractors, vendors and others regarding City utility services financial matters.

Other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of management principles and practices.

Ability to complete work tasks using computerized budgetary, financial and spreadsheet applications.

Ability to demonstrate high level of service, to be proactive and to provide excellent time management and organizational skills with high attention to detail.

Demonstrated ability to communicate effectively in both verbal (in-person and by telephone) and written form including but not limited to writing correspondences, policies and procedures, and other reports.

Ability to maintain effective working relationships with employees and the general public.

Effectively manage multiple projects and priorities.


Ability to read various publications, contracts, correspondence, newsletters, reports, technical manuals and computer software.

Ability to operate modern office equipment such as a computer, calculator, and copy machine.

Skilled in the use of spreadsheets, mainframe financial systems, and personal computer technology.

PHYSICAL REQUIREMENTS:

Ability to sit for extended periods while performing various job functions such as operation of a personal computer, reading and writing.

Ability to occasionally stand, walk, kneel, crouch/stoop, squat and twist upper body while performing tasks such as working with files and moving around office.

Ability to occasionally push, shove and move furniture and boxes of records.

Ability to grasp with hands and manipulate office equipment such as computer keyboard, calculator, and telephone and supplies such as diskettes, books, paper and pencils.

ENVIRONMENTAL CONDITIONS:

Work is conducted primarily indoors but occasionally outdoors as well.

Work involves performing job duties under tight deadlines.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Office environment, the noise level is usually moderate.

EDUCATION, CERTIFICATION AND EXPERIENCE REQUIREMENTS:

Minimum Qualifications

• Five (5) years of experience in Billing, Accounting, Finance or related field required.

• Five (5) years customer service required.

• Five (5) years Public service experience desired.

• Bachelor's degree in Accounting, Finance or related field desired.

• Relevant experience and education may substitute for educational requirement.

NOTE : The above statements are intended to describe the general nature and level of work being performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills and physical demands required of personnel so classified.

Compensation Range

DOQ

The City of Galveston is an equal opportunity employer and will consider only the qualifications of the applicants. The City does not tolerate any form of discrimination based on race, color, religion, sex, age, national origin, or physical/mental disability in employment or provision services.