Position Information

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Director of Billing & Customer Service
Lead the Customer Service and Billing organization to deliver third party billing, payment processing, and call center services for very busy utility services company. Must have 7+ years of experience working for municipal or investor-owned in billing and customer service. As a leader of this team, you will be developing, defining, recommending, and implementing processes to improve our Client Utility’s customer experience while growing Company margins. The team consists of multiple work groups comprised of highly skilled and knowledgeable exempt and non-exempt employees whose core work entails delivery of third-party outsourced billing services and 24/7 call center services nationwide.
The third-party billing includes working with multiple client utilities’ rules, rates, local regulations, and our billing software for multiple commodities including but not limited to electric, natural gas, water, and wastewater with to calculate utility bills, work billing exceptions, handle complex billing issues, and escalated customer and third-party billing disputes. The third-party call center services is led by a senior manager who will report to you. You will be responsible for ensuring that the teams and workgroups within this organization address issues in a timely and accurate manner and that decisions/actions taken by the team and/or organization are in alignment with Company and Client utility’s approved policies, processes, and procedures. You will be responsible for maintaining a very close relationship with our municipal full-service customers and participate on their operations team as a full member of that team.  You will be responsible for the utilization of effective work distribution and management practices; strategic resource planning; and continuous employee development. You will leverage automation and remote labor when possible to achieve results and reduce Company overhead costs. You will maintain working relationship and collaboration with client utility decision makers and Company stakeholders and service personnel.
Position: Director of Billing & Customer Service
Organization: ENCO Utility Services LLC
Location: Hemet,  CA 
United States
Salary: $90,000 to $115,00
Posting Start Date: 10/6/2021
Date Posted: 10/6/2021
Requirements Preferred Education and Experience
Seven (7) or more years of progressively responsible experience in municipal or investor-owned utilities preferably dealing with large volume customer service work; and a minimum of five (5) years supervisory experience. Supervisory experience is preferred to include bargain unit employees. Two or more years working in a utility field services or O&M capacity. The preferred bachelor’s degree in applicable profession, business, or technical discipline or an equivalent combination of education, training, and experience.
In depth knowledge of application of utility rates, rules, and tariffs. High level understanding and management of usage and billing core processes and sub-processes.
 FLSA Classification: Exempt
Necessary Knowledge, Skills, And Abilities:
  • Considerable knowledge of principles and practices of quality customer service.
  • Knowledgeable in and ability to interpret Federal, State and local laws, regulations and departmental procedures regarding utility billing and collection.
  • Office automation and computerized financial and department specific applications including modern payment technologies and processes.
  • Mathematics: Ability to use mathematics to solve problems.
  • Report writing required to produce analytical and technical reports in an appropriate format, accurate spelling, and grammar.
  • Municipal and FERC budgeting and financial management including basic accounting principles required to reconcile and balance financial records.
  • Research techniques and resolve procedural and operational problems and complaints.
  • Skilled in using computers and work management related software applications in proficient manner. Preparing and maintaining clear, concise and accurate records and reports.
  • Effectively communicate complex billing information. Work under pressure and/or frequent interruptions.
  • Perform arithmetic computations accurately and quickly. 
  • Use appropriate tact, courtesy and consideration in dealing with customer complaints and questions.
  • Exercise good judgement in safeguarding confidential or sensitive information.
  • Researches, analyzes and interprets billing and collections information; Provides financial and statistical analysis of utility customer base for water, wastewater and sanitation services to ensure financial projections are accurate for establishing rates to cover cost of system.
  • Prepares complex reports, implementing electronic services for customers, conducting surveys, performing legal research and preparing documents for Council meetings.
  • Assists in the preparation of the department wide budget and tracks department expenditures.
  • Performs daily cash reconciliation activities; acts as the backup to the Utility Billing Specialist in preparing monies for the daily deposit and initiating daily bank draft and online payments; Ensures all transactions are timely and accurate.
  • Coordinate communication of pending rate changes to customers; Updates rates in billing software. 
  • Ensures proper cash handling and vault controls are maintained; Participates in the Company independent audit as requested and assists Client Utility auditors as requested.  
  • Oversees the decision to activate and disconnect Client Utility customer’s services; Supervises the processing of delinquent accounts and the discontinuance of service based upon account delinquency; Writes off account balances as necessary.
  • Verifies utility account bankruptcies; Filing of proof of claim; Accepts court subpoenas and provides necessary information; and monitors activities until final decision by court. 
  • Oversees credit card payment activity including billing payment collections in various forms such as credit cards, checks, and cash; ensures policies and procedures remain compliant with SOC2 Type 2 standards. 
  • Performs, leads and supervises assigned employees to include prioritizing and assigning work, develops and trains employees,  manages performance, ensuring employees follow policies and procedures, maintaining a harmonious work environment, manages employee time entry and leave requests to ensure appropriate coverage; makes hiring, discipline and termination recommendations.
  • Receives telephone calls, inquiries and complaints concerning services; handles questions and matters of a more technical nature and effects appropriate resolution.
  • Prepares a variety of studies, reports and related information for department management review and need. 
  • Coordinates with other department divisions/bureaus to ensure timely and appropriate completion of functions and tasks.
  • Organizes the destruction of records according to the department's retention schedules, both electronic and manual files. 
  • Provides excellent customer service to all contacts; Communicates and acts in a professional manner with the public, co-workers, and work contacts. Regular attendance is an essential function of this job to ensure continuity.
  • Performs all work duties and activities in accordance with Company and Client Utility policies and procedures; follows safety policies and practices, works in a safe manner, and immediately reports unsafe activity and conditions to supervisor(s).
  • May attend Client Utility Council meetings or board and commission meetings in early morning or evenings as needed.
  • May serve on various employee or other committees as assigned within the Company and within our Client Utility’s organizations
  • May provide support information and attend meetings of other Client Utility committees, boards and commissions.
  • Performs related duties as assigned. 
Computer Skills
  • Spreadsheets Must have at least intermediate level competency with Microsoft Excel Application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs and advanced mathematical equations.
  • Presentations Must have strong, demonstrated presentation skills. Must be able to create, manipulate, edit PowerPoint and other application slide presentations.
  • Internet Navigating the Internet to find information, including the ability to open and configure standard browsers; use searches, hypertext references, and transfer protocols; and send and retrieve electronic mail (e-mail).
  • Word Processing Must have at least intermediate level competency with Microsoft Word Application to type text, insert pictures, format, edit, print, save, and retrieve word processing documents. Must be able to create mailing instruments including merging of files from multiple applications to mail documents.
  • Email, Text and IVR Notifications: Must have at experience using Constant Contact, Teleworks or other customer email communications software.
  • Graphics Working with pictures in graphics programs or other applications, including creating simple graphics, manipulating the appearance, and inserting graphics into other programs.
  • Databases Using a computer application to manage large amounts of information, including creating and editing simple databases, inputting data, retrieving specific records, and creating reports to communicate the information.
Status: This listing expires on: 12/5/2021
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Organization Information
ENCO Utility Services LLC
380 North San Jacinto Street

Hemet,  CA 92543
United States
(951) 925-8092
(951) 257-0316
Ruby M. Irigoyen