Job Description

City of Columbia, Missouri, Human Resource Department
P.O. Box 6015, Howard Building, 600 East Broadway
Columbia, Missouri 65205-6015    573.874.7235

    DEPARTMENT / DIVISION:      Finance
Work is performed under the managerial direction of the Director of Finance. This is supervisory and managerial work providing utilities customer billing and service.

    SUPERVISION RESPONSIBILITIES:
Supervision is exercised over all operations personnel in Utility Customer Services.

    WORK PERFORMED:
Administers the City's Utility Billing Operations for electric, water, refuse, sewer and storm water. Plans, organizes, assigns, trains, and evaluates the work of subordinate employees. Conducts high-quality performance evaluations of subordinate employees in a timely fashion. Researches, develops, recommends changes to and implements City of Columbia Ordinances with regard to Utility Billing Operations; late fees, deposit changes, fee increases, landlord reversion. Researches, develops, recommends and implements policies and procedures that apply the City of Columbia Ordinances to daily Utility Billing Operations handling customer complaints and problems in a professional manner resolving issues and explaining resolutions. Demonstrates ability to provide professional customer service to utility customers as well as city departments and outside agencies; frequently under adverse situations. Serves as liaison with outside agencies, public works and water & light and works to resolve and improve processes related to the utility and billing operations and the creation of the utility bill. Provides oversight on all customer activity including billing, inquiries, delinquent disconnects, new services and customer complaints. Prepares and administers budget for Utility Customer Service division. Maintains and oversees all system internal controls, accuracy of customer records and system files. Approves adjustments to accounts; authorizes and signs release of deposits; determines amount of security deposit on commercial accounts. Directs collections on inactive accounts; responsible for write-offs. Works with bankruptcy trustees in collecting from bankrupt businesses. Conducts research and analysis related to Utility Billing practices; uses contacts with HTE and HTE electronic forum, MPUA, APPA, and peers at Local Electric Co-op. Monitors utility billing practices industry wide. Must be available by phone evenings and weekends to answer inquiries and settle disputes referred by City's after hour answering service and power plant to customer issues after the office is closed. Performs related duties as needed or assigned.

    PARTIAL LISTING OF MINIMUM QUALIFICATIONS:
Bachelor's degree in business management, administration or accounting and four years of experience in account management, customer billing, conflict management and customer relations experience with a minimum of two years supervisory experience; or any combination of education and experience which would provide the following knowledge, skills, and abilities. Considerable knowledge of financial record keeping in an automated environment, with problem solving and research techniques. Considerable knowledge of customer relations practices, procedures and techniques. Considerable knowledge of utility and City policies regarding payment of utility bills. Knowledge of effective supervisory practices and techniques. Ability to tactfully and professionally answer inquiries and complaints under pressure and sometimes in extreme hostile situations resolving problems for customers. Ability to perform work with a high degree of accuracy. Ability to operate a personal computer and related software, calculator, and other office equipment quickly and accurately. Ability to plan, organize, assign, and evaluate the work of subordinate employees. Ability to organize and maintain an effective and efficient work flow. Excellent work history and attendance record. Must maintain working telephone at residence at all times.

PLEASE CONTACT HUMAN RESOURCES FOR COPY OF COMPLETE POSITION DESCRIPTION

Individuals needing accommodation to apply may call 573.874.7235
TTY Users call 573.874.6395
THE CITY OF COLUMBIA IS A MERIT, AFFIRMATIVE ACTION, EQUAL OPPORTUNITY EMPLOYER:    MALE / FEMALE

THE CITY OF COLUMBIA REQUIRES PRE-EMPLOYMENT DRUG TESTING