Arlington, Virginia
Jun 09, 2017
Oct 11, 2017
Analyst, Management
Full Time
Job Title: UTILITIES BILLING MANAGER (MANAGEMENT ANALYST) Closing Date/Time: Continuous Salary: $62,358.40 - $95,284.80 Annually
Job Type: Full-Time Location: Utilities Services Office - 2100 Clarendon Blvd., Arlington, Virginia 22201, Virginia       Arlington County seeks an energetic and team focused Utilities Billing Manager to oversee the billing and collection of $110M from our 38,000 customers for water, sewer, and solid waste services. This position in the Utility Services Office (USO) supervises a staff of seven (7) employees and reports to the Utility Billing & Customer Service Manager.

The Utilities Services Office is responsible for issuing nearly 200,000 utility bills annually, identifying and resolving account discrepancies, identifying and tracking delinquent accounts, analyzing account and consumption data and trends, establishing and adhering to policies and industry best practices, and providing superior customer service. This unit must coordinate closely with several other County agencies in order to provide seamless service to our customers.

Specific duties include:
  • Managing the daily operations of the Utilities Billing unit;
  • Overseeing all customer accounts, meter to cash process, including generation of bills, leak adjustment and delinquency programs, payments and tracking payment status;
  • Working closely with managers of meter staff and daily meter reading activities;
  • Assisting the Utility Billing and Customer Service Manager with the implementation of a new billing system and assisting current staff through change management effort;
  • Managing the escalated customer service and billing disputes;
  • Leading quality control/quality assurance effort by monitoring accounts, analyzing data and trends, monitoring trends in the industry, and participating in audits;
  • Composing correspondence to customers and responding to inquiries using MS Office Suite;
  • Monitoring performance of key systems and coordinating with technology staff to ensure continuity of operations; and
  • Serving as a backup for Utility Billing and Customer Service Manager.
The ideal applicant will have experience in water or wastewater billing, be technologically savvy, will demonstrate a strong customer focus, and have the ability to manage an effective team while strengthening relationships with partner agencies.
 Selection Criteria: Minimum:  Bachelor's degree in financial management, business administration, accounting, information management or a related field, plus progressively responsible management experience in utility billing.

Substitution: Additional relevant experience may be substituted for the education requirement on a year for year basis.

Desirable: Preference may be given to applicants with experience in one or more of the following:
  • Developing, documenting and managing system program protocols, business processes and procedures;
  • Implementing a change management effort with a new business application, such as a utility billing system application;
  • Using State and Federal regulations and industry best practices in utility billing, customer rights and information security, and records retention and management; and
  • Working with customer information systems.

 Special Requirements: The applicant must possess, or obtain by the time of appointment, a valid motor vehicle operator's license from the applicant's place of residence or the applicant must have the ability and willingness to use alternative methods of transportation to perform assigned duties and responsibilities at locations other than the primary worksite. If the applicant possesses or acquires a license, the applicant must authorize Arlington County to obtain, or the applicant must provide a copy of the applicant's official state/district driving record. Any offer of employment may be contingent upon a favorable review of the applicant's driving record.
 Additional Information: Work Hours: Monday through Friday, 8:00 a.m. to 5:00 p.m.

Your responses to the supplemental questionnaire are considered part of the selection process and are required for this position. Please do not give "see resume" as a response to the questions. Incomplete applications will not be considered. In order to receive full credit for your experience, please ensure that you have included details of all relevant work experience on your application and have completed the Supplemental Questionnaire in its entirety.

NOTE: This position is listed as "open continuous." Interested applicants are advised to submit their applications as soon as possible. Applications will be reviewed and qualified applicants referred on a continuous basis. Interviews will be conducted on a regular basis throughout the recruitment with candidates whose qualifications best fit our needs. If your application is received later in the recruitment process, it may not be reviewed or considered. The application process will close when the position has been filled or when a sufficient number of qualified applications have been received.

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