CITY OF BANNING Customer Service and Billing Manager Salary in the United States

Job Purpose/Summary
Under general direction, performs a variety of duties associated with managing the City's utility billing and customer services, including account system operations, utility billing and collections, personnel and customer service, and ensuring accuracy of accounts, timely processing, and efficiency through implementation of various technology solutions.

Performance Expectations

• Leadership: Contributes to a positive work culture consistent with the City of Banning Leadership Philosophy, actively welcomes new approaches to public service and supports change and process improvements at all levels within the organization.
• Management: Able to independently assess and organize personal work performance while contributing to the overall organization.
• Teamwork: Demonstrates ability and willingness to work collaboratively with a team.
• Communication: Communicates effectively with peers, supervisors, subordinates, and individuals to who service is provided.

Essential Functions

• Performs grant research and preparation of grant applications, administers grant programs, tracks and processes grant reimbursements.
• Manages electric and water meter services.
• Oversees billing of electric, water, wastewater and solid waste services.
• Develops, interprets and implements Department policies, goals and objectives. 
• Researches, resolves and responds to customer inquiries and operational or procedural problems.
• Supervises the maintenance of customer account records and files.
• Initiates programs that improve customer service.
• Prepares a variety of reports.
• Monitors balances and billing accounts, credit related issues, deposit requests, disconnections of water or electric services and disputes of residential or commercial accounts.
• Authorizes purchases, approves invoices and write and maintains reports.
• Monitors and manages collection of monies and meter installations.
• Assists in revenue and expense projections.
• Selects, assigns, evaluates and manages utility billing and customer service personnel work activities.
• Prioritizes, schedules and delegates work assignments of utility billing and customer service staff.
• Identifies and implements new employee and on-going staff training programs. 
• Performs other duties as assigned or required.

 
Knowledge of:

• City organization, operations, policies and procedures.
• Structure, organization and interrelationships of City departments, agencies and related governmental agencies and offices affecting assigned functions.
• Grant proposal writing, application and monitoring techniques, policies and procedures
• County, State and Federal government general administrative structures and processes
• Principles of business and public administration
• Accounting and budgetary controls, basic analysis and research techniques
• Computer applications pertaining to procurement and business requirements
• Principles and practices of management and supervision
• Principles and practices of budget administration
• File and records management principles
• Research methods and procedures.
• Water and electric account system maintenance.
• Local, State and Federal regulations related to electric, water and wastewater utilities.

 
Ability to:

• Read, understand, interpret and apply relevant City, County, State and Federal statutes, rules, regulations, ordinances, codes, administrative orders, policies and procedures and other operational guidelines and directives
• Assess and prioritize multiple tasks, projects and/or demands; working within deadlines to complete projects and assignments
• Assess, analyze, identify and implement solutions to complex problems
• Establish and maintain effective working relations with co-workers, staff, vendors, contractors, visitors, the general public and others having business with the City of Banning (e.g. internal and external customer service skills)
• Operate a personal computer, utilizing a variety of software applications, including Microsoft Excel and Word.

Minimum Qualifications
A Bachelor's or Associate's Degree in Business Administration, Accounting, Finance, or a related field AND ten (10) years of experience in computerized billing and accounting customer service functions for a governmental agency, of which at least five (5) years at a lead or supervisory capacity. Experience with a municipal water or electric utility is highly desirable.
 
License and Certification Requirements

• Valid California Driver License and an acceptable driving record.
• Successful completion of a pre-employment background check.

Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
 
The regular work schedule is generally Monday through Friday, 8 am to 5 pm, but may include some weekends for special events. Work is primarily performed in an office which is busy, oriented to public service and subject to occasional work interruptions. Noise level in the work environment is usually quiet while in the office and moderately loud when in the field. Occasional attendance at meetings before or after regular work hours is required.
 
Physical Requirements
The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this job, the employee is frequently required to walk, sit, talk, and hear. The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms. The employee is occasionally required to climb, balance, stoop, kneel, crouch, or crawl.
 
The employee must regularly lift and/or move up to ten (10) pounds, frequently lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus

APPLICANT INFORMATION AND BENEFITS
 
APPLICATIONS:  Applications must be thoroughly completed. Resumes may be attached, but will not be accepted in lieu of a City application form. Applicants will be subjected to a background investigation.
 
MEDICAL REQUIREMENTS:  Individuals selected for employment will be required to take a medical exam and drug screening test at City expense and conducted by a physician designated by the City.
 
FINGERPRINTING/SOCIAL SECURITY NO: Applicants who are hired will be fingerprinted during the processing period.  All fingerprints are verified with the Department of Justice. All employees must furnish a Social Security Number. 
 
PROBATION PERIOD:  All new employees must serve a one year probationary period prior to obtaining regular status.
 
IMMIGRATION REFORM & CONTROL ACT OF 1986:  All new employees must verify identity and entitlement to work in the United States by providing required documentation.
 
NEPOTISM POLICY:  Recruitment shall be conducted consistent with the City's nepotism policy.
 
RETIREMENT: New employees with recent service with CalPERS pay up to 7% of the employee rate with the 2% @ 60 Plan and 3 Year Average formula.  New hires with no CalPERS service as of January 1, 2013, will pay 6.2% of the employee rate and will be subject to the  2% @ 62 Plan, with 3 Year Average formula and a mandatory contribution of normal costs as established by the new Pension Reform Act Law. The City also participates in Social Security.
 
CAFETERIA PLAN/BENEFITS:  The City contributes $1,400 per month to each employee for health insurance, dental, vision, life or a deferred compensation program. City reimburses employee a maximum of $300 for eyewear every two years. Employees who reside within City limits shall receive $150 per month as a discount against the cost of electric and water service during the period of such residency.
 
LIFE/DISABILITY INSURANCE:  The City pays for a basic life insurance policy in the amount of $150,000.  Employees pay for short and long term disability plans with a 30-day elimination period.
 
HOLIDAYS/VACATION/SICK/BEREAVEMENT LEAVE: City employees receive twelve (12) paid holidays per year. After completion of probation period: Ten (10) days annual vacation, additional vacation after five (5) years up to a maximum of twenty (20) days.  Twelve (12) days of sick leave per year. Three (3) days of bereavement leave for immediate family not subject to waiting period.
 
OTHER BENEFITS:  $275/mo. for possession of a Master's Degree. $250/mo. vehicle allowance.
 
AGENCY SHOP/DUES DEDUCTIONS:  Management employees can voluntarily choose to join the Teamsters Local 1932, or pay them a service fee in an amount not to exceed the standard initiation fee, periodic dues and general assessments of Teamsters Local 1932.
 
COMPUTER LOAN PROGRAM:  Interest free loan program for the purchase of a computer available, after completion of probationary period.

ADDITIONAL INFORMATION CAN BE FOUND IN Management MOU