Office Supervisor (Utility Billing)

Under the general direction of the Finance Director and indirect supervision of the Accountant, this position shall maintain daily functions of the Utility Billing office, supervise Accounting Specialist and Clerical Specialist positions, work with the Finance Director in the development and implementation of rules, regulations and policies relative to the utility billing collection function, and perform other duties as shall be assigned. Essential Functions Supervise the daily activities, work output, and work flow of subordinate positions within the Utility Billing office of the Finance Department; and maintain and administer effective procedures for the communication of service requests with the underground utility crews. Manage internal staff relations including the authorization of time off requests and the coordination of lunch hour and other breaks insuring that adequate staff levels are maintained at all times. Assist the public with requests for information, clarification of policies, requests for adjustments, and other matters of concern to the public relative to the utility billing system. Coordinate with the Finance Director in the establishment of efficient procedures for the processing of data and transactions relating to the compilation, computation, billing out, and collection of all charges and fees associated with water, sanitary sewer, storm water, and refuse utility operations. Provide feedback to the Finance Director regarding general operating results of the Utility Billing office, the backlog of work to be performed, levels of utility bill delinquencies, and budgetary needs of the department. Maintain a working proficiency of the utility billing software utilized by the department and interact with internal IT staff and contracted application software vendors regarding hardware and software problems, related upgrades, and suggestions for system improvements. Assists with the selection, development and training of all utility billing staff including the completion of all subordinate employee performance appraisals. Monitors internal accounting control and ensures a high level of security and system integrity. Knowledge, Skills & Abilities Knowledge Knowledge of supervisory techniques and practices; including work planning, assignment, review, performance documentation and performance evaluation and training staff in work procedures necessary in the performance of the essential functions of the position. Knowledge of the City of Delaware utility billing ordinances. Knowledge of general bookkeeping and banking practices. Knowledge of computer operations, related software and other general office equipment. Knowledge of current electronic communication methods including email, social networking, and other forms of electronic communication. Knowledge of customer service skills and techniques and problem/complaint resolution principles and practices. Skills Skill in organizing the work of self and others, setting priorities, and meeting critical deadlines. Skill in effective communication with departmental staff, external entities and customers. Skill in attention to detail and a high level of accuracy. Skill in using tact, discretion, initiative and independent judgment within established guidelines. Abilities The ability to communicate and carry out the goals and objectives of the Utility Billing office. The ability to establish and maintain effective working relationships with associates and the general public. The ability to effectively supervise the activities of employees engaged in various tasks of the Utility Billing office. The ability to perform detailed work involving written and numerical data and to follow complex oral and written instructions. The ability to communicate effectively both orally and in writing, with the public and other employees. The ability to read, comprehend and interpret relative federal, state and municipal laws related to utility billing and provide information to the public in order to communicate departmental policies and procedures. The ability to learn and correctly apply routine office and department policies and procedures. The ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines. The majority of work is performed in an office environment where the physical demands require remaining in one place for extended periods of time; may work under stress of deadlines. Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to discern verbal instructions and to communicate effectively with others in person and over the telephone. Sufficient visual acuity, with or without reasonable accommodation, which permits the employee to comprehend written work instructions and review, evaluate and prepare a variety of written materials and documents. Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate standard office equipment and a personal computer. Sufficient mobility and flexibility, with or without reasonable accommodation, which permits the employee to work in an office environment. Sufficient ability and strength to lift, carry or otherwise move objects up to ten (10) pounds for varying distances. Possession of a high school diploma (or GED) with five (5) years of experience in a business office related position or a college degree in accounting, business or similar field. One (1) year of supervisory experience, preferably in a governmental or public agency setting, preferred Experience with basic office equipment and Microsoft Office software. Must be honest, dependable and trustworthy. Must pass an extensive background check. This position is part of the American Federation of State, County, and Municipal Employees agreement. Details about the compensation and benefits for this position can be found in the agreement by clicking here . The class specification which appears above is intended to be sufficient merely to identify the class and be illustrative of the kinds of duties that may be assigned to the position allocated to the class and should not be interpreted to describe all of the duties which may be required of employees holding a position assigned to this class. The City of Delaware is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act (ADA) and the Americans with Disabilities Act Amendment Act (ADAAA), the City of Delaware will provide reasonable accommodations, upon reasonable request, to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the employer.