UTILITY CUSTOMER SERVICE & BILLING MANAGER (MONROE TOWNSHIP UTILITY DEPARTMENT)

GENERAL DESCRIPTION:

Under direction of the Utilities Director, position oversees the daily operations of utility billing, customer service, account management and revenue collection. This role manages and trains staff, develops administrative procedures for account management, generates reports, performs data analysis and handles complex billing and customer service issues. Performs other related duties as required.

NOTE: The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.

DUTIES MAY INCLUDE BUT ARE NOT LIMITED TO:

· Billing & Revenue: Manage the full cycle of utility billing, including data validation, usage checks, and reconciliation of customer accounts. Generates receivable/aging reports and ensures timely/accurate invoices for all accounts. Develops revenue reports based on an Increasing Block Rate structure to ensure compliance with NJSA 40A2-45 (Self Liquidating Utility) and support any changes to Monroe Township Municipal Code Chapter 39;

· Customer Service: Oversee the Department's call center, counter services, and online customer service functions, ensuring efficient handling of all customer inquiries. Manage front office staff to handle and resolve a high-volume of customer service/billing questions and service issues via phone, email, or in-person. May involve occasional field work to investigate meter and/or assist in resolving customer service issues;

· Operations & Accounts: Manage new service/account setups, closures, refunds, and deposits. Directs all meter change out functions including setting up appointments and issuing work orders (via Edmunds Utility Billing software system) to operations field staff. Enter all meter reading data into Edmunds billing system and analyze all meter readings for anomalies such as high or low usage, and work with field staff to investigate / resolve;

· Supervision: Train, coach, and evaluate performance for customer service and billing staff. Direct staff in processing account payments via cash, check or online and updating same in the Utility Billing (Edmunds) System;

· Compliance and Reporting: Ensure billing activities comply with Township ordinances, state regulations, and internal controls. Create, analyze, and present reports regarding revenue, meter accuracy, and key customer service metrics. Handle all Customer Service and Billing related OPRA requests;

· System Administration: Assist with managing utility meter reading software, troubleshoot issues, and ensure data integrity;

· Performs other related duties as required.

QUALIFICATIONS:

KNOWLEDGE AND ABILITIES:

· Superior customer service and communication skills with the ability to successfully deescalate conflicts or intense situations;

· Strong analytical, mathematical, and interpersonal skills;

· Ability to be entrusted with and maintain confidential and / or sensitive information;

· Ability to adhere to prescribed rules and regulations and other prescribed routines and practices;

· Ability to plan, organize, coordinate and evaluate the work of an organization in situations where there are numerous and diverse demands;

· Superior ability to identify and solve problems and to conduct analyses for services;

· Ability to analyze information and develop effective solutions based on data analysis process improvement;

· Deep understanding of utility billing principles, general accounting and relevant state or municipal regulations;

· Excellent interpersonal, leadership, coaching, verbal and written communication skills with the ability to prioritize, multi-task, be self-motivated, detail-oriented and able to function efficiently within a fast paced and sometimes stressful environment;

· Knowledge and proficiency with data management utilizing software such as, MS Office (i.e., Excel, Word, Outlook, Publisher, PowerPoint) and Edmunds Financial Software;

· Ability to deal effectively and patiently with the general public, other Township employees including management and municipal officials in a pleasant, tactful, professional and efficient manner;

· Ability to work in a team-oriented environment with the ability to develop and maintain cooperative working relationships;

· Ability to read, write, speak, understand or communicate in English sufficiently to perform duties of this position.

PHYSICAL REQUIRMENT:

· Ability to lift up to twenty (20) pounds;

· Prolonged periods of sitting at a desk, working at computer;

· Physical ability to conduct field work when required;

· Position may require walking or standing for long periods; climbing and bending, kneeling, reaching, holding, grasping and turning objects.

LICENSE, EXPERIENCE AND EDUCATION/CERTIFICATION:

· Associates/Bachelor’s* degree in an administrative, business, financial or accounting discipline preferred; *May substitute equivalent years of experience

· Must have minimum five (5) to seven (7) years of experience in utility billing and front office/customer service management with three plus (3+) years in a billing / customer service supervisory role;

· Must have valid NJ Driver’s License in good standing.

Successful candidate must be eighteen (18) years of age or older and reside in New Jersey unless otherwise exempted by law. Will be required to pass a pre-employment physical, drug screen, background / reference check and motor vehicle record check.

Persons with mental or physical disabilities are eligible as long as they can perform the essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the Township undue hardship, such persons may not be eligible.

WAGES / BENEFITS:

$90,000.00 - $115,000.00 / Depending on qualifications (DOQ). Benefits are pursuant to Township Policy.

APPLICATION PROCEDURE:

Interested parties may obtain applications from the Division of Health & Human Resources located at Monroe Township Municipal Complex, 1 Municipal Plaza, Monroe Township, NJ 08831 or by visiting www.monroetwp.com. Completed applications should include a cover letter with resume attached and submitted to the Division of Health & Human Resources. Application Deadline: Will be posted until position has been filled. Target start is September.

THE TOWNSHIP OF MONROE IS AN EQUAL OPPORTUNITY EMPLOYER (EOE)