Billing and Customer Solutions Supervisor for Utilities

City of Gainesville • Gainesville, FL

6d • $29 - $47

About The Position

Gainesville Regional Utilities (GRU) is seeking a Billing and Customer Solutions Supervisor to lead a dual-function team supporting accurate utility billing and effective customer solutions across a multi-utility service environment. This is professional, technical, and supervisory work directing employees engaged in utility billing and customer solution activities, with a strong emphasis on analytics and audit functions to ensure billing accuracy, regulatory compliance, and high-quality customer outcomes. The successful candidate will demonstrate the ability to lead and supervise a combined billing and customer solutions team, providing day-to-day direction, coaching, training, and performance accountability under general supervision. The role requires strong analytical capability to evaluate data and trends, identify discrepancies, complete and interpret reports, and drive process improvements that increase accuracy, consistency, and efficiency. The supervisor must be highly organized with strong time management skills to meet operational demands, deadlines, and reporting requirements while managing competing priorities. The ideal candidate will also bring strong problem-solving skills, using sound judgment to resolve escalated issues and implement corrective actions. Technical proficiency is essential, including comfort navigating and optimizing utility billing systems and related tools to ensure reliable inputs, outputs, controls, and audit readiness. Positions allocated to this classification report to a designated supervisor and work under general supervision. Work in this class is distinguished from other classes by its emphasis on supervisory, training and administrative responsibilities in a multiple utility service environment where the focus is on analytics and audit functions to ensure accurate billing.

Requirements

• Graduation from an accredited high school or possession of an acceptable equivalency diploma; and seven (7) years of progressively responsible experience in utility billing and public contact or customer service relations (consistent with the needs of the hiring department), including one (1) year of supervisory or lead worker experience; or An Associate degree from an accredited college or university with major course work in business administration, public administration, public relations, accounting, finance, or related field; and five (5) years of progressively responsible experience in utility billing and public contact or customer service relations(consistent with the needs of the hiring department), including one (1) year of supervisory or lead worker experience; or A Bachelor degree from an accredited college or university with major course work in business administration, public administration, public relations, accounting, finance, or related field, and three (3) years of progressively responsible experience in utility billing and public contact or customer service relations (consistent with the needs of the hiring department), including one (1) year of supervisory or lead worker experience.
• Thorough knowledge of utility rates, collection work, billing and utility terminology.
• Thorough knowledge of related laws, ordinances, rules, and departmental policies and procedures related to utilities.
• Thorough knowledge of principles and practices of effective administration and supervision.
• Knowledge of governmental budget procedures.
• Working knowledge of computers and relevant software including, but not limited to, Microsoft Word, Excel, Outlook, Internet Explorer and SAP.
• Ability to plan, schedule, organize, and supervise assigned staff.
• Ability to work effectively with elected officials, co-workers, charter officers, department heads, and representatives of other agencies, other city employees, and the general public in a team environment.
• Ability to use excellent interpersonal skills through written communications and through oral communications on the telephone and in person.
• Ability and willingness to remain flexible, positive and productive in a changing environment.
• Ability to effectively manage flexible work schedules.
• Excellent communication, teamwork, and conflict resolution skills.
• Ability to interact effectively, professionally and calmly with critical or escalated customers in difficult, stressful situations.
• Ability to quickly assess the critical elements of a situation and decide upon appropriate remedial methods.
• Ability to creatively resolve complex problems in accordance with ordinances, rules and departmental policies.
• Ability to express ideas clearly and concisely, both orally and in writing.
• Ability to work independently.
• Skilled in demonstrating strong organizational and motivational training efforts.

Responsibilities

• Plans and coordinates activities and operations of the applicable billing and customer solutions work section.
• Implements timely, accurate, and actionable metrics and reporting related to the applicable billing and customer solutions work section.
• Works with Department technology and Information Technology staff to resolve questions of program intent, input, and output.
• Develops, implements, monitors, and controls policies and procedures related to billing and customer solutions for the applicable work sector .
• Assists other divisions on procedures and data processing system problems pertaining to billing and records.
• Assists internal and external auditors in auditing the utility billing system.
• Audits and corrects billing errors.
• Researches and analyzes various financial billing summaries and reports.
• Maintains customer account records in accordance with laws, policies and regulations.
• Prepares detailed records and reports in a timely manner.
• Analyzes and resolves escalated customer complaints.
• Recommends selection, promotion, discharge, and other appropriate personnel actions.
• Insures fair and equitable enforcement and application of all City rules, policies and regulations.
• Initiates or recommends discipline of employees in accordance with applicable bargaining agreements and City policies.
• Provides training and instruction to subordinates.
• Performs timely, fair and non-discriminatory evaluation of performance of employees under their supervision.
• Prepares, submits and monitors annual division budget.
• Assists in emergency storm situations for service restoration.
• Supervises all aspects of GRUCom billing and customer service operations.
• Conducts needs assessments with regards to the front-end use of the GRUCom billing and customer service software systems.
• Determines best practices and implementing guidelines with regards to the front-end use of the GRUCom billing and customer service software systems, in accordance with with laws, policies and regulations.
• Monitors GRUCom billing system inputs/outputs for alarms, errors, inaccuracies or omissions.

Benefits

• health insurance
• life insurance
• paid leave
• 11 paid a holidays a year
• a pension plan and a deferred compensation plan
• on-site fi tness centers
• tuition reimbursement
• on-site medical sta ff
• a wellness program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree