Billing Systems Manager jobs in Virginia Beach, VA

The City of Virginia Beach Department of Public Utilities has an exciting leadership opportunity in our Business Division’s billing operation as a Utility Billing Systems Supervisor. 

This position oversees a workgroup providing coordination and facilitation of the monthly billing process for more than 135,000,000 customer accounts, ensuring proper billing and collection of charges for 4 city services (water, sanitary sewer, storm water and solid waste collection), generating over 1.6 million bills annually, and collecting $195 million on behalf of Public Works and Public Utilities.

The duties of this mission-critical role include:

• Fostering and emulating a culture of customer service excellence.
• Coordinating the work of approximately 25 employees in five workgroups (account management, billing exceptions, delinquent collections, storm water management, and adjustments).
• Performing supervisory tasks such as hiring, performance management to include conducting coaching and feedback sessions and completing performance appraisals; addressing issues related to behavior, performance, attendance, and punctuality; approving leave requests and biweekly payroll; and conducting staff meetings.
• Mentoring, coaching, and training subordinate staff to ensure they have the requisite knowledge and skills to perform assigned tasks.
• Overall management and coordination of the meter-to-cash process for the utility, including oversight of the meter reading contract.
• Coordinating reconciliation of accounts receivables for customer accounts.
• Coordinating application of payments to customer accounts.
• Coordinating the initiation and termination of service and ensuring accurate and timely billing of customer accounts.
• Coordinating with the technical support team to troubleshoot CIS issues.
• Performing routine and non-routine data analysis and providing associated recommendations.
• Maintaining working relationships with the Treasurer’s Office, Public Utilities management staff, liaisons in all Public Utilities divisions and other agencies both inside and outside the City to ensure issues are promptly addressed.
• Performing account investigations and communicating with customers about complex or escalated billing issues.
• Establishing priorities, delegating work, coordinating work assignments, ensuring accurate and timely completion of work. 
• Actively participating in the leadership and management of the Business Division and Department of Public Utilities.
• Participating in technological enhancements and system upgrades/migrations, including recommendations for refining business processes.
• Consistent application of City and State Code to customer accounts related to water, sanitary sewer, storm water, and solid waste collection.
• Consistent application of city and departmental policies and procedures related to the management of utility accounts.
• Familiarity with a multitude of legal documents and the implications for customer accounts.
• Applying knowledge of mapping and real estate information to customer accounts.

 We are looking for someone who:

• Has a proven track record of effectively leading multiple workgroups and performing supervisory tasks. 
• Is able to effectively work with subordinate staff, other supervisors, managers, and contacts both inside and outside the City.
• Is able to communicate with customers in a professional and diplomatic manner while consistently providing exceptional customer service.
• Is able to communicate well, both orally and in writing.
• Is able to establish work priorities based on the challenges of any given day and dynamically manage resources to meet demand.
• Is detail-oriented and able to perform work with a high degree of accuracy.
• Is analytical.
• Is organized and able to work independently.
• Is able to attain extensive knowledge of city, departmental, and divisional policies, procedures, and practices; as well as keep abreast of policy and procedural changes, fee, and rate changes. 
• Is able to make decisions within established guidelines and authorities, exercise good judgment, effectively problem solve, and institute decision-making processes which are supported by facts and data.
• Is able to learn and recall a variety of complex and interrelated business processes that form the foundation of the billing operation.
• Is able to work adeptly with a CIS and a variety of other computer applications needed to conduct routine work and perform research.
• Is able to maintain confidentiality in handling customer and employee issues.
• Is self-motivated and has a desire to excel.
• Is able to manage deadlines and work overtime when needed.

The City offers a generous benefits package such as health, dental and life insurance, retirement and savings plans. Other key benefits include:

• 11 holidays plus 3 flexible personal holidays each year
• Paid Time Off (PTO) monthly accruals
• Maternity/paternity and parental leave
• Leave donation program
• Tuition Reimbursement
• Employee Assistant Program
• Professional Development