Job description

Position: Utilities Customer Service & Billing Supervisor

Position Summary

This is administrative work overseeing the Utilities billing and customer service function of the Utilities Department. Responsible for the delivery of top-notch customer service to the community while performing the billing, reporting, and work order issuance pursuant to the Town of Fort Myers Beach ordinances. This position supervises a Utilities Customer Service Clerk and a Utilities Billing Clerk and works under the direct supervision of the Utilities Director. The work requires the exercise of considerable discretion and independent judgement and is evaluated through observation, feedback and results obtained.

EXAMPLES OF ESSENTIAL DUTIES

· Plan, organize, schedule and monitor the customer service and billing tasks of the department.

· Supervise subordinate staff; performance evaluations, daily direction, training…

· Assist and perform customer billing and collection, cash handling and financial reporting.

· Assists the public with inquiries and billing information regarding customer accounts, respond to customer questions, concerns, or complaints regarding water bills, meters, water quality, leaks and construction issues.

· Administers the customer complaint process and service order requisitions.

· Oversees monies received, receipting process and the recording of payments.

· Oversees and assists in the receipt and processing of cash collections, i.e.: for other departments, deposits, fees.

· Assists with the posts and balances of the cash drawer, completes billing software reconciliation and prepares the bank deposit in conjunction with Town procedures.

· Oversight of customer billing and collection, cash handling and financial reporting.

· Coordinates daily cash deposits, processes returned checks, bank drafts.

· Creates, maintains, codes purchase orders, receipts and invoices according to Town's purchasing policies and procedures.

· Assist with the preparation of the annual water department capital improvements program and operating budget for water and stormwater.

· When directed, creates proposals and obtains quotes for miscellaneous services as approved in the budget.

· Review and approve invoices for payments in a timely manner.

· Prepares blue sheets and executed documents for Town Council meetings.

· Oversees the establishment of new customer accounts and maintenance of existing accounts.

· Prepares all final billings and returns of security deposit refunds after final billing.

· Prepares miscellaneous operating and maintenance reports.

· Prepare monthly report for Department Director and Town Council regarding updates on department achievements, compliance status, water main and stormwater project status, boil water notices, and water usage.

· Prepare end of month reporting on water usage and compliance relating to average CL2.

· Processes paperwork necessary for the maintenance and repairs of vehicles and equipment.

· Coordinate with vendors and contractors to obtain quotes and pricing information for projects.

· Coordinate with contract and other agencies to execute change orders, loan documents, grants and any additional documents related to water main and stormwater improvement projects.

· Assist the Director with all engineer invoices related to water main and stormwater improvement projects.

· Assists with collection of delinquent billings per Town policy. Follows through on proper disconnection and reconnection procedures.

· Prepare and coordinates all meter reading and re-reads; Edits and corrects meter reading reports.

· Prepares leak credits bulk water and adjustments for review andapprovals.

· When applicable, coo dinate with any outside organizations such as FEMA or Tidal Basin n damage assessments, project forms, ICS 214s, ICS 213s and other documentation for reimbursement due t natural disasters.

· Ensure proper record keeping and documentation of all Utility inventory, including vehicles, meters, equipment, tools, etc.

· Assists with recordkeeping including Sunshine locates, applications, receipts, invoices, packing slips, EOM information, etc.

· Confer with contract rs and builders regarding meter locations, metering requirements, size of mains, and cost of installation.

· Attend meetings as directed.

Performs other duties assigned as related to the job class.

NOTE: The examples of essential duties are not all-inclusive. The omission of an essential function of work does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

REQUIREMENTS

Education and Experience:

Associate's degree from an accredited college or university in Finance, Accounting, Customer Service or related field and three (3) years of Utility supervisory experience or five (5) years experience in a related industry supervising customer service and billing operations. Related experience as related to this job classification may substitute on a year for year basis for the required education.

Knowledge, Skills and Abilities:

• Knowledge of the principles and practices of effective supervision, organizational structures, administration, budget preparation and leadership.
• Knowledge of the laws and ordinances governing the utilities operation.
• Knowledge of principles and operational methods of utility account maintenance.
• Skill in written, verbal and electronic communications.
• Skill in the operation of various computer or other electronic devices, computer software programs and databases.
• Skill in time management, planning, organization, prioritization and attention to detail.
• Basic skill in accounting principles and practice.
• Ability to learn Council's adopted rules, Town Charter, Town administrative regulations and policy required to complete tasks and assignments.
• Ability to learn utility billing and loan software, procedures, forms and documentation; and tax billing and delinquent collection protocol.
• Ability to assemble, organize and present, in written and oral form, statistical, financial or factual information derived from a variety of sources.
• Ability to establish and maintain effective working relationships with support staff, staff from other departments and other local, state and federal government agencies.
• Ability to give and receive instructions and apply consistent courtesy and tact in public contact and/or confrontational situations.
• Ability to adapt to performing under frequent deadlines, re-prioritization of tasks and assignments, and in response to emergencies.
• Ability to read and interpret various materials, ranging from moderate to complex terminology, associated with job functions.
• Ability to understand and perform advanced mathematical skills, i.e., formulas, graphs, and charting principles.
• Ability to create and maintain spreadsheets with moderate to complex formulas and graphs, presentations, and databases.
• Ability to exercise high level of discretion due to the sensitive and confidential nature of information processed.
• Ability to work independently with minimal supervision and review with emphasis in achieving results.
• Ability to analyze and interpret problems and draw conclusions.

Physical Requirements:

Task involves some physical effort in standing, bending, stooping, stretching and walking, or frequent moderate lifting (30 pounds); and standard dexterity in the use of fingers, limbs, or body in the operation of shop or office equipment. Task may involve extended periods of time at a keyboard.

Environmental Requirements:

Task is regularly performed without exposure to adverse environmental conditions.

Sensory Requirements:

Task requires sound perception and discrimination.

Task requires visual perception and discrimination.

Task requires oral communications ability.

Job Type: Full-time

Pay: $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Physical setting:

• Office

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Fort Myers Beach, FL 33931: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Experience:

• Utility supervisory: 3 years (Required)

Work Location: One location

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