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Title

Manager-Billing & Customer Accounts 

Open Date 1/6/2020  
Close Date Until filled  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
Bargaining / Non-Bargaining Non-Bargaining  
Division Public Works  
Location Division of Utilities - Office of Water Works - Customer Service & Billing  
Reports To Director of Customer Service & Billing Office  
Schedule Monday-Friday, 8:00 am-5:00 pm. Schedule may vary depending on departmental need.  
Pay Rate $53,000-59,000/yr.  
Description

SUMMARY
Assist the Director of Customer Service and Billing with all areas relating to billing and customer accounts. Manage the Data Processing, Billing and Accounts Specialist Team (3 Teamsters, 3 non-bargaining).

SUPERVISION EXERCISED
Supervise customer service, billing and collections staff including approximately 10 Teamster employees and 10 non-bargaining full and part-time employees located in two separate facilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES
This list represents the types of duties required by the position. Other duties may be assigned as reasonably expected.
• Enforce the Rules and Regulations pertaining to billing, customer accounts and the delinquency process.
• Assists the Director of Customer Service & Billing with implementation of rate, account setup, and software changes. Also, assists with budget preparation and outsourced bill printing.
• Assists with customer account resolution, response to customer inquiries, auditing of billing and customer accounts.
• Supervises and coaches employees, handling personnel issues relating to staff conflicts, absenteeism, performance issues, etc, as necessary according to City and Department policy. Prepares and delivers performance reviews.
• Makes recommendations and assists with development and implementation of new procedures and workflow enhancements. Ensures the necessary resources are available to staff to comply with the policies and procedures to deliver customer bills correctly the first time and on time.
• Responsible for assignment of data processing workflow with expectations of accuracy for timely billing.
• Works with Meter Department Supervisor ensuring all work orders, meter download/upload and all meter readings are performed/completed in a timely manner to ensure accuracy in billing.
• Reviews and approves all exceptional account concerns for additional billing or customer account changes.
• Prepare all calendars used in the billing and delinquency process.

NON-ESSENTIAL FUNCTIONS
• Assume additional responsibilities as requested or assigned.

QUALIFICATIONS
To perform this position successfully, an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 
Position Requirements

REQUIREMENTS
• High School Diploma or equivalent education required. Advanced education in Business, Accounting, or related field preferred.
• At least five years Utility Billing experience required. Two years supervisory experience, preferred.

KNOWLEDGE, SKILLS AND ABILITIES PREFERRED
• Knowledge of billing and customer service activities.
• Knowledge of practices to ensure confidentiality of sensitive information.
• Ability to communicate professionally and compassionately with customers, and to provide excellent customer service while also adhering to utility policies.
• Ability to analyze complex account and billing information.
• Ability to organize and supervise several highly complex activities and competing priorities.
• Ability to use sound administrative judgment, particularly in matters of finance and efficiency.
• Ability to use billing and account management software.
• Ability to communicate with tact and diplomacy and effectively with other administrators, subordinates, and the general public.

CERTIFICATES, LICENSE, REGISTRATION
• Valid Driver’s License required.

EQUIPMENT
Telephone, computer including customer and account management software, scanner, copier.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and walk, and talk or hear. The employee is occasionally required to walk; use hands to fingers, handle or feel objects, tools or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required in this job include vision and the ability to adjust focus.

WORK ENVIRONMENT
Work is performed primarily in the office. The noise level in the work environment is usually quiet to moderate in the office. Entire office is smoke free.

 
About the Organization South Bend is the economic, educational, media, and cultural hub of a multi-county region spanning the Michigan-Indiana border. It's the fourth-largest city in Indiana with over 100,000 residents. South Bend's flourishing collegiate community and burgeoning tech industry have built upon the foundation of the city's industrial past to create a vibrant present and a promising future. The city's 14 institutions of higher learning, including the internationally renowned University of Notre Dame, infuse South Bend with creative energy in the arts, business, and technology. Combined with recent economic growth, strong neighborhoods, an affordable cost of living, exciting recreational opportunities, and thriving arts venues make South Bend a fabulous place to live, work, and, play.


***AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.***  
EOE Statement EOE/ADA Statement

The City of South Bend provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application/hiring process should contact the Legal Department's ADA Compliance Officer at aderose@southbendin.gov and Office of Human Resources at humanresources@southbendin.gov to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

The City of South Bend seeks to attract, develop, and retain the highest quality public safety officers, staff and administration. The City of South Bend is an Equal Opportunity Employer, and is committed to building a culturally diverse workplace. We strongly encourage applications from underrepresented candidates and others that will enhance our community in compliance with EO No. 1-2016 Section 1. Moreover, the City of South Bend prohibits discrimination against veterans or disabled qualified individuals, and requires affirmative action by covered contractors to employ and advance veterans and qualified individuals with disabilities in compliance with 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a).  

This position is currently accepting applications.

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