Customer Service Billing Manager

$74,485 - $83,000/Yr

Sarasota County Government

Full-time - Mid Level

About the position

The Customer Service Billing Manager will provide strategic leadership and oversight for the utility billing and intake connection units within the Customer Service Division of Sarasota County Government. This role involves managing daily operations, ensuring operational excellence, and promoting a positive work culture while directly impacting the community through effective utility billing and customer service management.

Responsibilities

• Provide strategic leadership and oversight for the utility billing and intake connection units.
• Ensure operational excellence by directing staff, setting performance goals, and conducting monthly performance evaluations.
• Manage work allocation, offer coaching and professional development, and enforce disciplinary actions when necessary.
• Oversee the department's daily operations, including the accurate preparation and distribution of utility bills and dunning notices.
• Supervise the review, approval, execution, and recording of loan documents for various programs.
• Investigate customer complaints and ensure timely resolutions.
• Respond to Public Records Requests and inquiries from Leadership, Administration, and County Commissioners.
• Ensure consistent enforcement of Sarasota County Public Utilities Resolutions, Ordinances, and Standard Operating Procedures (SOPs).
• Collaborate with the Office of Financial Management to assess the annual write-off of uncollectable accounts.
• Assist in preparing and monitoring the departmental budget and revenue forecasting.
• Partner with the Technology Manager to enhance system performance and resource efficiency.
• Lead efforts to prevent, detect, and mitigate risks related to fraud.
• Oversee financial and compliance audits, ensuring the establishment and implementation of appropriate internal controls.
• Work closely with various departments to address issues that could increase customer contact.
• Develop, review, and update departmental training materials and SOPs.
• Participate in contract negotiations, agreements, and procurement processes as needed.

Requirements

• A Bachelor's Degree from an accredited college or university in Information Technology, Business Administration, or a highly related field AND four (4) years of experience in process improvement, business analysis, change management, and information technology project management.
• OR an Associate's degree from an accredited college or university AND six (6) years of experience in process improvement, business analysis, change management, and information technology project management.
• Two (2) years or more of supervisory experience in the related field.
• A valid Florida Driver's License at the time of hire.

Nice-to-haves

• Experience with utility billing and work & asset management software applications.
• Experience working within the ITIL framework for software development and maintenance.
• PMP (Project Management Professional) Certified.

Benefits

• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid holidays