Job Description

Posting number: 35M00000064

Department: Public Utilities

Job classification: Customer Service Manager, Senior*

Posting type: Open

Categories: Utilities

Summary

The anticipated hiring range is $101,260 - $127,070

This position is Unclassified and serves at the will of the Appointing Authority.

The City of Richmond Department of Public Utilities is seeking a highly qualified Customer Service Manager, Senior - Billing Operations in the Customer Service Division. The ideal candidate will have strong supervisory and managerial experience, a comprehensive background in utility billing, residential and commercial metering equipment (water and gas preferred), Customer Care and Billing System (CCS) operations, and continuous process improvement. The ideal candidate will also be able to lead and support change management initiatives through critical thinking, innovation, and a strong customer focus. Advanced skills in Microsoft Office Suite, experience with utility rate structures, and experience managing or supporting CCS functionality, enhancements, and billing processes are also preferred. This position will report to the Deputy Director, Senior of Customer Service and will play a significant role in maintaining efficient, accurate, and customer-focused billing operations.

Examples of duties

• Plans and executes strategic initiatives for the division.
• Manages staff to review and resolve service issues; advises staff on the application of procedures, ordinances, and state law based on specific circumstances.
• Recruits, trains, supervises, evaluates, and schedules billing and customer service staffing.
• Aligns resources and training to support successful billing operations
• Manages billing cycles, ensures accurate bill generation, and handles complex adjustments or rate changes.
• Representing the Customer Service Division at meetings related to metrics and quality assurance initiatives.
• Overseeing billing preparation; explains exceptions and variances.
• Investigates and responds to high-level inquiries received from the Mayor's Office, CAO's Office, DCAO's Office, or Director's Office.
• Develops and monitors operational controls to ensure key division measures and standards are developed, met, and develops corrective action plans as necessary.
• Communicates directly with customers to resolve complex billing complaints and inquiries regarding utility policies.
• Prepares financial reports, supports audits and ensures compliance with local and industry regulations

Qualifications

MINIMUM TRAINING AND EXPERIENCE:

• Bachelor's degree in business administration, finance, accounting, or related field
• Five years of professional revenue collection and customer service management experience with at least 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.

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• None required

KNOWLEDGE, SKILLS, AND ABILITIES:

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

• High proficiency in Microsoft Excel and data processing software to analyze bulk meter data, generate insights, and audit billing exceptions.
• Mathematical Precision: Exceptional attention to detail with standard mathematical calculations, percentage changes, and fractional rate adjustments.
• Billing operations, trends, and supporting technology infrastructure.
• Billing systems, Customer information system functionality, billing processes, and supporting technology
• Utility ratemaking concepts
• Operating concepts and organizational restructuring

Skills (some combination of the following):

• Computer programs such as Microsoft Office Suite (Word, Excel, Outlook)
• Presentations, both creating and presenting
• Written and verbal communication
• Cognitive reasoning
• Team building
• Public speaking
• Interpersonal communication
• Customer relations

Abilities (some combination of the following):

• Think critically
• Be accountable
• Exhibit fiscal responsibility
• Analyze information
• Problem solve
• Manage time effectively

Supplemental information

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. The essential duties of this classification may require the ability to regularly finger, talk, hear, and see; frequently grasp, walk, and perform repetitive motions; and occasionally stoop, kneel, crouch, reach, stand, push, pull, lift, and feel. The working conditions may not contain environmental hazards. 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.

• Internal use: HR Generalist to review.