Under general direction of the Chief Financial Officer, this position manages the Utility Billing and Meter Services operations. The positon is responsible for monthly billing of the utility user fees (including water, wastewater, sanitation, and stormwater), customer service, cash management, revenue management, budgeting, strategic planning, complex analysis, contract management, technology implementations, and supervising personnel. Performs all other duties as assigned. Responsible for regular, on-time attendance.
Essential Job Functions:
Leads, manages and directs the operation and administration of the Revenue Office by updating and implementing policies and procedures, directing staff, managing programs, addressing complaints, preparing reports, assisting with budgets and attending City meetings as required.
• Monitors daily customer account transactions including new service, receipt of payments, transfers, cancellations of service and customer inquiries; reviews transactions to identify discrepancies • Monitors staff for accuracy, timeliness, and quality of response to ensure superior service to internal and external customers • Resolves complex billing inquiries and customer issues arising from meter reading, utility billing, complaints, and account collections • Reviews requests for adjustments, refunds and payment plans to customers' accounts and takes appropriate action; monitors collection of delinquent accounts; primary liaison to attorneys for account bankruptcies • Ensures meter reading accuracy and monitors monthly water usage and lost water ratio • Evaluates, implements and maintains modern meter reading, utility billing, and payment technologies • Solicits, reviews and manages contracts related to meter reading, utility services and revenue collections • Performs high level, complex analysis for revenue projections and utility rate studies; prepares statistical reports, participates in strategic plans, and completes special projects • Handles code enforcement lien filings, primary lien liaison to Dallas and Rockwall County Offices • Prepares and administers the division's budget, initiates purchase orders, approves and monitors expenditures, and presents division items to Council when necessary • Mentors and develops a knowledgeable team regarding utility, financial, and citywide matters by interviewing qualified applicants, selecting and hiring new employees, coordinating training for staff, observing and monitoring work tasks, evaluating work performance, assisting employees to correct deficiencies, and implementing disciplinary and termination procedures when necessary • Ensures compliance with City policies, plans and procedures
Bachelor's degree from an accredited college or university in business administration, accounting or related field. Five years experience in financial or business office. Two years of technical or administrative support staff supervision preferred. Or an equivalent combination of education and experience.
Advanced knowledge of common practices and procedures consistent with a typical business office environment; ability to follow instructions both written and verbal; ability to deal with the public requiring courtesy and tact; ability to effectively communicate with a wide variety of people giving and receiving information and answering questions, including co-workers, other departments/divisions and the public; ability to handle confidential information in a responsible manner; ability to perform advanced mathematical computations; and ability to analyze complex data and prepare operational and financial reports. Skill in the use of automated office equipment.
Ability to provide leadership; ability to assign responsibilities, coordinate, monitor and follow through on job assignments; and ability to build effective relationships with coworkers, supervisors and subordinates.
Supervisory experience required. Ability to handle multiple duties, deal with difficult people, and creatively seek solutions to problems. Additional knowledge, skills and abilities may be required for assigned areas of responsibility.
A valid Class “C” Driver's License is required and ability to maintain City driving standards in accordance with the driver standards as established by the City of Rowlett. Must report all traffic citations to his/her departmental Director or his/her designee pursuant to City policy.