Internal/External Job Posting #11262

Transcription

1 Position: Reports to: Work Week: Location: Supervisor Billing Manager Billing 40 hrs./wk. Allmond Avenue Recruiter: Michael Simon Date Open: Thursday, November 2, 2017 Apply By: Tuesday, November 21, 2017 Grade: M07 FLSA Status: Exempt JOB SUMMARY This position is responsible for the supervision of Louisville Water Company s bi-monthly billing of residential water accounts (approximately 246,000) and monthly billing of Commercial, Industrial, and Wholesale water accounts (approximately 30,000), to ensure Louisville Water s $170 million and MSD s $240 million revenue streams. Responsible for identifying and communicating system problems, determining extent of programming changes, and maintaining (approximately 2,000 to-do s daily) in Customer Care & Billing (CC&B); direct work activities, respond promptly to all unresolved billing/customer service customer complaints, and assess/provide training needs. ESSENTIAL JOB FUNCTIONS Responsible for approximately $700k of Operational budgets. Responsible for providing data for process analysis and assisting the Manager in developing and monitoring key measurement factors. Supervises the Billing department to ensure the daily work activities are produced on time and accurately. Provides assistance with troubleshooting, testing, and debugging of multiple software systems (i.e. CC&B, Itron MVRS, Mobile Workforce Management (MWM)). Plan, coordinate, document, and schedule, with appropriate vendor, implementation of program temporary fixes and custom modification changes. Maintain control files including meter reading, billing, field activity, MW, meter inventory, equipment sampling, and facility data management. Collaborates with software vendors, Information Technology, and management to identify and resolve problems. Maintain thorough knowledge of Metering Services policies, and procedures and Louisville Water s Service Rules and Regulations. Analyze operational data to ensure successful completion of work activities and provide recommendations for improvement. Monitor Top 20 and Wholesale Customers. Supervise, analyze and assist in the testing of software upgrades and program fixes

2 Create correspondence and written reports communicating the work load levels and/or changes effectively and timely to management and the following internal customers, Call Center, New Service Applications, Cashiering, etc. Conduct meetings with Billing Lead(s) to review Revenue Operations support staff activities in CCB to ensure controls are in place. Conduct meetings with Billing Associates to review productivity, departmental updates, and process improvements. Identify and coordinate appropriate cross training of Billing Leads and Billing Associates. Performs regular reporting on customer accounts, and presents information to superiors. Conducts interviews, makes recommendations for hiring, advancement of employees, disciplinary actions, and termination. Coach and counsel employees on work performance, attendance and/or behavioral issues. Provide proper equipment, materials and resources allowing them to effectively meet goal expectations. Support and encourage training i.e. career development, safety, and in house training. Provide leadership to employees and Natural Work Teams members (NWT) to achieve department goals, implement measurement systems, by creating System Operating Plans (SOPs), collecting and analyzing data and implementing process improvements in order to meet or exceed internal and external customer needs for quality, service and value (includes monthly & quarterly reports of measures regarding performance relating to quality, service and value). Perform work with constant attention to managing unit costs and overall project and budgets. Provide support for customer inquiries, complaints, and/or callbacks escalated by the Billing Lead(s) on a daily basis. Handle customer escalations and high profile customers; BBB complaints, Attorney General complaints, Mayor s Office complaints, Top 20/Wholesale Customers, and escalations from Business Operations (Call Center, Cash Remittance, and Collections) Schedules staff adequately to support business needs, including assignment of work, and monitoring of progress. Review and approve Payroll timesheets. Reconcile invoices for Billing, Metering, and temporary employees. Manage team PTO/Sick schedules. Develop training program(s) with manager to maximize employee knowledge, productivity, and quality of work life. Review and approve suggested revision to the Standard Operating Procedures/Policies (SOPP) manual. Keep abreast of changes in company policies and procedures to enhance employee awareness and increase customer satisfaction. Ability to work effectively with diverse groups of people. Perform other duties as assigned.

3 SUPERVISORY RESPONSIBILITY This position manages; non-exempt employees and is also responsible for the performance management of employees within the department. WORKING CONDITIONS Generally works 40 hours in an office environment with occasional field visits; involves mostly sedentary work using a computer and taking phone calls for the majority of hours worked. Travel between company locations is required. This position is considered essential during inclement weather/emergency situations. MINIMUM QUALIFICATIONS Bachelor s degree preferably in Business Management or Business Administration; and five (5) years of customer service or customer billing experience; and Valid Driver s License OR Associate s degree preferably in Business Management or Business Administration; and nine (9) years of customer service or customer billing experience; and Valid Driver s License PREFERRED QUALIFICATIONS Supervisory, team lead or experience coordinating the work of others Experience with CCB, or other customer information and billing system software Utilities experience KNOWLEDGE, SKILLS & ABILITIES Excellent customer service skills; Intermediate skill level in Microsoft Word, Excel, and Outlook; Basic skill level in Access, PowerPoint, Visio, SQL Developer, and Oracle; Ability to effectively lead and understand configuration and functionality of MWM and Meter Reading management system (MVRS); Ability to develop an understanding of CCB Billing, Meter Reading, and Field Activity and functionality; Detail oriented; Ability to work independently and in a team environment;

4 Ability to carry out tasks with minimal supervision; Good interpersonal and organizational skills; Demonstrates excellent problem solving and critical thinking skills Utilizes appropriate software programs to extract data, analyze and report billing information in order to support financial goals of the department. Ability to make basic mathematical calculations when compiling and computing data (e.g., sum, average, percent); Excellent written and verbal communication skills to interact with internal and external customers and make presentations to Managers, Directors, Vice-Presidents and others as required; Exceptional ability to coordinate multiple activities within and across processes/systems at one time and meet unique customer demands; Proven ability to manage multiple projects simultaneously; analyze and collect data, provide professional reports, and to make data-based decisions and process improvements; Ability to make timely and effective decisions, in order to diagnose problems and develop solutions; and Demonstrated leadership abilities to drive process improvements. MINIMUM SALARY: 51,834 Internal applicants - to apply for this position; please review the posted job description and the minimum requirements. Complete an Internal Application and submit it, along with a copy of your resume, to Human Resources/Labor Relations. All position will remain open until a candidate is selected, which means you can submit your application after the date listed above; however, we would like internal applicants to apply by the due date in order to make first round interviews, if qualified. NOTE: If you choose to send your application and resume via interoffice mail, you must also send copies by to the designated recruiter ensure your application is received by the deadline. External applicants Individuals interested in employment with Louisville Water Company are required to apply and submit their resume online through our website at to be considered.

5 Louisville Water Company is an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran status, and will not be discriminated against on the basis of disability.