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City of Georgetown JOB DESCRIPTION
Job Title: Utility Customer Operations Supervisor Effective Date: 10/01/2012
FLSA Category: Exempt Revision Date: XX/XX/XXXX
SUMMARY:
Manages the operation for the support channel of the Customer Service Organization, by managing customer billing and collections services, Automatic Meter Infrastructure (AMI) operations, billing “edit” process (drive by and manual meter
reading), IT systems including AMI, AMR, MVRS, and MDM, as well as, providing input to departments on various other systems including IVR, ACR, My Permit Now, and other desktop systems. Establishes, reviews, and maintains business
processes and performance metrics and measures to ensure compliance with established policies.
ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of
the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties
performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is
subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to,
the following:
• Maintains an understanding of the overall Utility Rate Structures.
• Ensures the accurate and time maintenance of the CIS utility master file data on all customer accounts.
• Updates utility billing rate tables and service codes to maintain current rate structures and service charges; utilizes good internal controls to verify the accuracy of the changes.
• Oversees the transfer of meter reading information to the CIS for billing; ensures the accuracy and integrity of the
data.
• Reviews, edits, and processes billing data in a timely manner and transfers billing data to vendor for bill presentment.
• Verifies that billing data is captured in the appropriate utility and general ledger accounts;
• Maintains an understanding of utility transactions’ impact to the general ledger in order to accurately verify the posting of all revenue received through the department’s cash collection system; generates bank deposits and
reconciles the general ledger to the utility sub-ledger after all payments are posted; maintains good internal cash controls.
• Coordinates the activities of assigned staff to initiate the timely transfer of meter data between the metering
system and the CIS billing system.
• Maintains a general understanding of department policies and processes, billing rate structures, and GUS
operations and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns.
• Proactively resolves potential customer account issues and problems by analyzing and interpreting consumption
data and recommending a solution.
• Advises management on inconsistent administration of policies with the goal of providing consistent service to the
customer.
• Maintains authority to provide solutions to customer issues based on department policies and guidelines.
• Performs other duties as assigned.
MINIMUM QUALIFICATIONS:
Education, Training and Experience Guidelines Associates degree from an accredited college or university. Three years of full-time work experience in an automated
utility billing system. One year of the required experience must have been in a lead or supervisory capacity. OR Any combination of experience, education and/or training that provides the required knowledge, skills and abilities.
Knowledge of:
• Various IT support systems, customer classes, consumption profiles, billing structure and geography
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• Applicable City ordinances, policies and procedures
• Computer software; customer service procedures
• Electric and water industry standards and innovations;
• Personnel procedures; supervisory management and problem solving techniques
• Utility system operations, policies and rate structures and tariffs.
Skill in:
• Reading and comprehending office memos, manuals, reports; educational and leadership materials, ordinances,
policies, and customer correspondence.
• Composing letters, memos, procedures, policies, office forms, designs mail-outs, reports, and other
correspondence.
• Calculating utility bills, rate formulas,
• Clarifying office policy; interpret ordinances and impacts, analyzes and interprets meter reading and consumption patterns. Examines utility bills and makes decisions as to their validity; analyzes data; uses professional
judgment.
• Establishing and maintaining effective working relationships; communicate effectively, both orally and in writing.
LICENSES AND CERTIFICATION REQUIREMENTS None PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, crouching, bending, vision, hearing, talking, use of foot controls.