SUMMARY Supervises and coordinates activities of all staff in the utility billing and collections section, engaged in setting up new customer accounts, billing customers, receiving and posting deposits and payments, handling in-person, telephone, and e-mail complaints of customers. Ensures all utility bill rates and billing procedures are accurate by performing the following duties. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Reporting relationships, work assignments, and work schedules may be subject to change in order to meet City needs or operational requirements. Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position. Other duties may be assigned. Maintains time and production records, including evaluation and coaching of all ten (10) positions mentioned above. Determines work procedures, prepares work schedules, and expedites workflow. Issues written and oral instructions. Studies and standardizes procedures to improve efficiency of subordinates. Analyzes and resolves work problems, or assists workers in solving work problems. Maintains harmony among workers and resolves grievances. Initiates or suggests plans to motivate workers to achieve work goals. Reviews production orders or schedules to plan department operations. Interprets City policies to workers and enforces safety regulations. Monitors service calls to observe employee's demeanor, technical accuracy, and conformity to City policies. Assigns duties and examines work for accuracy, neatness, and conformance to policies and procedures. Advises subordinates on handling difficult customer complaints, or handles complaint personally. Adjusts errors and complaints. Reviews customer complaint correspondence, notes any suggestions, and assigns complaint to Staff for action. Confers with other supervisory or managerial personnel to recommend changes in order to avoid recurring customer complaints. Explains to customer in-person, by telephone, by written correspondence, and by e-mail the action(s) taken on a complaint. Follows up with customer to see that complaint was satisfactorily resolved. Recommend and implement goals, objectives, policies and procedures for the department. Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints. Audits all billing rate data and billing rate adjustments to ensure accuracy. Audits all purchase and usage records to ensure services purchased by the City match services used by the customers. Demonstrates proficiency and skill in financial and data analysis. Demonstrates good written and oral communication skills. Reviews "utility shut off" orders. Performs or assists subordinates in performing duties. Performs cashiering and other clerical duties to relieve subordinates during peak work periods. Searches records to assist subordinates in locating and reconciling posting errors on customers' bills and compares computer system totals with receipts in drawer to verify accuracy of transactions. Proposes the department's Capital Improvement Program (CIP) and budget expenditures. Monitors and ensures satisfactory customer service from all staff. SUPERVISORY RESPONSIBILITIES Directly supervises two (2) full-time team leads including a Lead Billing Representative who supervises three (3) Billing Representatives, one (1) Key Account Representative and a Lead Customer Service Representative who supervises five (5) Customer Service Representatives, one (1) Online Account Representative and one (1) Credit Representative. Coordinates with the Field Supervisor and eight (8) Meter group staff as needed providing supervision in the Manager's absence. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. LEVELS OF RESPONSIBILITY In addition to the supervisory responsibilities above, this position also has responsibility over annual billing & payments of $120,000,000.00+, 28,000+ Accounts, and 54,000+ Meters. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Associate's Degree from a two year college or technical school with an emphasis in finance-related field; six (6) + years related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the community. Ability to effectively present information to management, public groups, and/or boards of directors. MATHEMATICAL SKILLS Possess basic business math skills and the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical business situations. REASONING ABILITY Able to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables. COMPUTER SKILLS Ability to read, understand, explain, create, and modify spreadsheets. Ability to convert written and spoken ideas into useable, functional documents to be read and used inside and outside the department. Must have demonstrated skills in Microsoft Windows, Word, Excel, Power Point or other similar software and have the ability to learn and operate in a variety of software programs. Familiarity with the current utility billing software used by the City of Bentonville or similar software is desired. CERTIFICATES, LICENSES, REGISTRATIONS Ability to be "Bonded" in the State of Arkansas. Must possess a valid drivers license. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. HEALTH BENEFITS The City of Bentonville is proud to offer a comprehensive benefits package to eligible, full-time employees who work 30 hours per week. This year's benefits package can be viewed here: https://www.bentonvillear.com/DocumentCenter/View/15032/City-of-Bentonville-2024-Benefits-Guide WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.