The work involves responsibility for supervising the business and customer service operation of a public utility billing and payment office. Under general supervision, an employee in this class is responsible for the efficient and effective operation of the office, inclusive of supervising, scheduling, and assigning staff. Primary emphasis is given to establishing and maintaining effective plans, procedures and operations to insure proper customer service, effective response to customer complaints, meter reading, billing and payments, and, depending upon assignment, meter installation and/or meter repair. The employee is allowed the use of independent judgement and initiative in establishing systems to effect greater economy, accountability and efficiency through use of electronic data processing systems and equipment. Supervision is exercised over a large number of employees. Assignments are received from an administrative superior and work is reviewed through conference and the effective operation of the department. Does related work as required.
Supervises staff in an effective and efficient manner to include the following:
When assigned to the Onondaga County Water Authority – Supervises all staff in the meter repair unit, all meter reading and installation staff and all clerical and informational personnel engaged in customer service, water billing and payment.
When assigned to the City of Syracuse Water Department – Supervises all staff in the meter reading unit, and all clerical personnel engaged in customer service, water billing and payment.
Supervises, develops and insures the implementation of effective procedures for the clerical coding and keying of meter readings, preparation of water bills, their mailing to customers, and crediting payments to accounts.
Supervises and assists in balancing accounts receivable.
Develops and implements effective procedures to insure accurate and timely meter reading and installations.
Establishes billing schedule in conjunction with electronic data processing facility.
Insures that the customer service standards are adhered to by all staff within the assigned span of control; responds to and analyzes customer complaints; determines appropriate corrective measures, and insures follow through.
Establishes performance standards and customer relation standards.
Maintains records of all monies received from the sale of water and prepares monthly revenue reports as required; balances revenue records on a daily basis.
Establishes procedures for the maintenance of refund accounts, petty cash reports, credits and allowances found under accounts receivable.
Maintains and prepares monthly records indicating new services involving service size, meter sets and size, and services retired or shut off at connection.
Makes recommendations in the rate making process.
Develops or assists in the development of annual and capital improvement budgets for the department, including revenue projections; may monitor operating and capital improvement budgets and prepares budget reports as required.
May analyze requests for new service for compliance with established rules and regulations; may determine rate on new services.
FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Thorough knowledge of the principles and practices of office management, procedures, equipment and related terminology.
Good knowledge of the principles and practices of supervision.
Good knowledge of accounting principles and practices particularly as they relate to accounts receivable.
Good knowledge of business arithmetic.
Ability to plan, assign, evaluate and supervise the work of subordinates.
Ability to effectively and efficiently utilize electronic data processing equipment and processes in a business office
Ability to prepare both written and oral reports.
Ability to establish and maintain effective working relationships with customers and the general public.
Ability to deal courteously and effectively with the public, customers and other departmental officials.
Physical condition commensurate with the demands of the position.
A. Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regent to grant degrees with a baccalaureate degree in business administration, public administration or accounting, or a closely related field and one (1) year of work experience, or its part time equivalent in a position involving responsibility for maintaining a set of financial records including accounts receivable which must have included the supervision of staff; or,
B. Five (5) years of work experience, or its part-time equivalent, in a position involving responsibility for maintaining a set of financial records including accounts receivable, one (1) year of which must have been included the supervision of staff.
C. An equivalent combination of training and experience as defined by the limits of A and B.