Supervisor, Billing Operations

Job Summary

A position is available in the Billing Department for a Billing Supervisor.  The Billing Supervisor reports to the Billing Manager and is responsible for the timely billing of all water and fire accounts and the daily operations of the Billing Department.  Advises management on matters related to billing and oversees the resolution of concerns.  Responsible for training, coaching and developing team of eight specialists within area of responsibility to ensure quality service delivery. 

Principal Responsibilities

• Provide day-to-day supervision, guidance, and support to Billing Department to ensure accurate and timely billing operations.
• Participate actively in the recruiting and hiring process, including interviewing and selecting qualified candidates.
• Oversee the onboarding and training of new employees to ensure they understand department processes, systems, and processes, systems, and performance expectations.
• Mentor and coach team members to foster professional growth, skill development and continuous improvement.
• Conduct regular performance evaluations, provide constructive feedback, and implement development plans as needed.
• Promote a positive, collaborative, and customer focused work environment aligned with organizational goals and values.
• Ensure team members comply with company policies, procedures, and regulatory requirements related to billing and customer data.
• Monitor daily performance, keeping them informed, and act as needed to align KPI’s.
• Ensure timely and accurate billing of 250,000+ water, fire and wastewater accounts.
• Manage meter reading and billing exceptions reports (i.e. Implausibles, Billing Outsorts, Invoicing Outsorts and EL31.
• Establish and maintain work standards for quality and quantity of work with an emphasis on billing accuracy.
• Create and deliver various reports including daily and weekly productivity report.
• Assign or handle customer escalations when customers request supervisory review.
• Work closely with Customer Advocate on non-compliant accounts. 
• Assign or handle customer escalations when customer requests supervisory review or those made in writing.
• Ensure zero usage and multiple estimate accounts are brought to a resolution.
• Conduct weekly reviews of large account consumptions scheduled for billing to verify accuracy.
• Work collaboratively with various departments to support and maintain the Large Meter Program.
• Manage vacation calendar and approve timesheets.
• Maintain familiarity and compliance with applicable DPUC regulations, state and local statutes and Company regulations and policy.
• Work with meter reading and service supervisors to ensure timely meter reading and completion of all notifications.
• Identify and implement opportunities for improving billing processes. 
• Other duties as assigned.

Preferred Requirements

• A minimum of five (5) years of billing experience in a leadership role.
• Excellent interpersonal communications skills, both oral and written, also required.
• Excellent knowledge of personal computer operations; Microsoft Office (Word, Excel).
• Proficient in SAP.
• Thorough understanding customer accounts receivable, billing processes, meter to cash processes.
• Independent decision making frequently required.
• Proven experience as a supervisor or in a similar management role.
• Experience overseeing daily operations, workflow, and productivity for a team.

Education/Certifications

• Applicant must possess a bachelor’s degree in finance, business, or related field.

Salary

• Job is classified as an exempt position with a salary range of $80,400 to $95,500.
• This role reports out of the Monroe, CT office.
• Hours for this role are 8:00AM to 4:30PM, Monday through Friday.
• After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote).