Oversees the Utility Billing system implementation and upgrades, responsible for interpreting and explaining policies and procedures, dealing with difficult customer inquiries and problems; Oversees account management and incoming calls; Maintains customer communications through phone, mail, the City’s website, billing portals and IVR systems. Manages monthly Utility Billing along with delinquency accounts and shut-offs for non-payment. Oversees and maintains the billing systems to include data ... more details
Introduction
THE CITY OF OCEANSIDE IS AN EQUAL OPPORTUNITY EMPLOYER.
The City of Oceanside is accepting applications for the position of Revenue Operations Supervisor. There is currently one vacancy in the Financial Services Department. This position will report to the Financial Services Division Manager.
Examples of Duties
Oversees the Utility Billing system implementation and upgrades, responsible for interpreting and explaining policies and procedures, dealing with difficult customer inquiries and problems; Oversees account management and incoming calls; Maintains customer communications through phone, mail, the City’s website, billing portals and IVR systems. Manages monthly Utility Billing along with delinquency accounts and shut-offs for non-payment. Oversees and maintains the billing systems to include data integrity, user setup and security, rate configuration setup and system functionality; Prepares, runs, provides and analyzes a variety of report filters, queries and SQL scripts to validate data and ensure accuracy and integrity of billing, track/monitor trends and provide ad hoc information to management upon request; acts as vendor liaison and authorizes vendor payments; plans prioritizes, assigns, supervises, reviews and participates in the work of staff responsible for customer service and revenue activities. Manages system integrations and interfaces; responsible for general ledger reconciliation and batch approval processes; performs complex analysis for corrective action and submits accurate journal entry requests. Manages the Accounts Receivable billing process for various City services and fees, monitors customer accounts and prepares appropriate fee adjustments; contacts customers regarding delinquent accounts; Manages and organizes staff training, assigning duties, conducting performance reviews and personnel action plan, implements discipline procedures; participates in the selection of customer service staff.
Minimum Qualifications
Knowledge of:
Accounting setup in billing and cashiering systems, payment processing, and reconciliation processes;
Technical systems setup, user setup and security, capabilities, interfaces, and integrations;
Intermediate to advanced knowledge of data analytics, which includes running SQL scripts, analyzing queries, and determining the validity of data;
Accounting principles and practices, including general ledger structure;
Operations, services, and activities of a customer service program;
Principles of supervision, training, and performance evaluation;
Modern and complex principles and practices of cash handling;
Basic mathematical principles;
Principles and procedures of financial record keeping and reporting; and
Pertinent Federal, State, and local laws, codes, and regulations.
Ability to:
Troubleshoot and resolve complex issues related to cashiering systems, billing software systems, and payment platforms;
Assess situations, engage appropriate staff of all levels from multiple departments, identify causes/needs/corrective action, and independently resolve issues quickly and effectively;
Create and provide a variety of reports, filters, scripts, and data analysis to ensure the integrity of billing, track/monitor trends, pay vendors, and provide ad hoc information to management upon request;
Select, supervise, organize, train, evaluate, and review the work of lower-level staff;
Provide responsible and effective customer services to the public;
Perform a variety of mathematical calculations quickly and accurately;
Oversee City cashiering and reporting functions;
Ensure compliance with appropriate City codes and ordinances;
Interpret and explain City policies and procedures;
Communicate clearly and concisely, both orally and in writing; and
Establish and maintain effective working relationships with those contacted.
Experience and Training
Experience: Five years of increasingly responsible customer service and billing experience. Cash handling experience, including one year of lead supervisory responsibility.
Training: Equivalent to the completion of the twelfth grade supplemented by specialized training in business administration or a related field.
License/Certificate: Possession of, or the ability to obtain and maintain, a current, valid California driver’s license.
Working Conditions and Selection Process
Environmental Conditions: Office environment; exposure to computer screens; extensive public contact.
Physical Conditions: Essential functions may require maintaining physical condition necessary for walking, standing, or sitting for prolonged periods of time.
Selection Process:All properly completed applications and supplemental questionnaires will be reviewed and the most appropriately qualified individuals will be invited to continue in the selection process. The selection process may include any combination of a written examination, oral board interview, and/or skills assessment to evaluate job-related qualifications. Candidates who successfully complete the selection process will be placed on an eligibility list which will remain valid for a minimum of six months.
Note: Prospective employees will undergo, and must successfully pass, a background reference check (including fingerprinting) and a medical examination. Drug screening may be required.
RÉSUMÉS WILL NOT BE ACCEPTED IN LIEU OF COMPLETED APPLICATION FORMS.
CANDIDATES WHO REQUIRE A REASONABLE ACCOMMODATION IN THE SELECTION PROCESS, SHOULD STATE THEIRNEEDS IN WRITING WHEN SUBMITTING AN APPLICATION.
THE PROVISIONS OF THIS BULLETIN DO NOT CONSTITUTE AN EXPRESSED OR IMPLIED CONTRACT. ANY PROVISIONCONTAINED IN THIS BULLETIN MAY BE MODIFIED OR REVOKED WITHOUT NOTICE.
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