City of Copperas Cove
  • Utility Administration (81)
  • Copperas Cove, TX, USA
  • $25.14
  • Hourly
  • Full Time

Sick leave, Workers Compensation, Vacation, Holidays, Medical, Dental, Vision and Eligible to participate in the Texas Municipal Retirement System (TMRS)


General Purpose: 6/19/2020
Under general direction, the Utility Administration Manager assumes full management responsibility for the Utility Administration Department functions, programs, and operations, including maintaining and enhancing billing services for the City's water, wastewater, solid waste, and drainage services. This key management position ensures the delivery of high-quality customer service, efficient and effective utility billing and collection, and the protection of the public health.

Receives direct supervision from the Director of Public Works.

Exercises direct supervision over all Utility Administration staff, including senior and general customer service representatives, senior and general meter reader/service technician, and a billing technician.

Direct, manage, and oversee all aspects of the City's Utility Administration Department, including supervising and coordinating the provision of excellent customer service, maintenance of accurate and accessible records for active and inactive utility service accounts, processing billing, payments and adjustments for the accurate maintenance of customer accounts and proper accounting.

Plan, organize, coordinate, and supervise the daily operations of the Utility Administration Department; ensure that all duties are completed in a timely manner and in compliance with City Ordinance and Policies; responsible for interpreting billing data, designing and managing internal controls, planning, implementing, and maintaining the City's computerized utility billing systems and staffing, training, and coordinating the work flow.

Develop and administer the Utility Administration Department budget; evaluate and forecast expenses needed for staffing, equipment, materials, and supplies; prepare and approve expenditures and implement budgetary adjustments as appropriate and necessary to meet established metrics and Departmental Mission.

Establish, within City policy, appropriate service and staffing levels; monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures; allocate resources accordingly. Assess and monitor workload, administrative and support systems, and internal reporting relationships; identify opportunities for improvement; develop, direct and implement changes.

Provide staff assistance and support to the Public Works Director and various other departments within the City, including Finance, Budget, Solid Waste, Water Distribution, Sewer Collection and others; prepare, review, and present staff reports and presentations, including those for City Council meetings; prepare and/or review written correspondence on a variety of City programs and projects involving the Department.

Develop and implement Departmental policies, goals, objectives, procedures, and priorities for each assigned service area.

Represent the Department and the City within the organization and community; interface with other departments and outside agencies with which the City jointly operates; represent the City at staff functions, meetings, and work groups; assist with negotiating and resolving sensitive and controversial internal and external issues.

Develop and maintain a team-learning environment for Department personnel by developing, facilitating and promoting participation and attendance at on-site training sessions, approved classes, and meetings. Select, train, motivate, and evaluate assigned personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures in accordance with City policy and applicable law; Provide timely, accurate and thorough Performance Reviews for supervised employees.

Manage and enhance daily customer service operations and the collection, analysis, and reporting of operational data; review and analyze data and activity reports; Assists with development of water/sewer/garbage revenue projections and rate design; resolve complex customer service issues through investigating and administering the handling of complaints and inquiries pertaining to various customer service, billing and meter operation issues.

Evaluate and enhance customer service, billing, auditing, and meter operation procedures; research, identify and oversee implementation of efficiency improvements.

Develop and maintain expertise in all facets of Utility Administration operations, including work processes, multiple software systems (Incode, Paymentus, Neptune, Watersmart, etc.), and general operations (payment processing, adjustments, reconciliation, etc.). Train and ensure cross-training of all subordinates.

Accountable for planning, implementing, and maintaining the City's computerized billing and meter reading systems and associated contracts, including researching, identifying and coordinating with billing software providers to implement necessary or desirable modifications and enhancements.

Support and enhance the relationship between the City and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; maintain confidentiality of work-related issues and City information.

Attend and participate in professional group meetings; stay abreast of new trends, best practices and innovations in the field of Utility Administration; Analyze and standardize procedures to improve effectiveness and efficiency of supervised personnel.

Ensure effective internal, external and cross-departmental communications; interpret and explain Federal and state rules and regulations relating to or affecting the Utility Administration Department; ensure Utility Administration Department activities are in compliance with all laws, policies, regulations and safety standards.

Maintain effective supervisory and management practices, generally accepted methods and procedures for collecting, reporting, deposition, and safekeeping of cash assets, procedures for the collection of delinquent accounts; Develop and maintain expertise relating to applicable City ordinances, policies, department procedures regarding Utility Administration, and cash handling and internal control procedures.

Monitor account collection activity through third-party vendors and determine methods and accounts to pursue to ensure maximum collection. Audit various fiscal reports to ensure reporting practices comply with sound accounting principles in accordance with City policies, procedures and Finance Department requirements.

Foster and maintain functional harmony between supervised personnel and identify and immediately resolve employee issues in a timely, consistent and professional manner, in accordance with City policies and applicable law; lead by example by developing expertise in all aspects of Utility Administration, mentoring, coaching and developing employees, and maintaining unrestricted accessibility to personnel (open door practice); must have the ability to work well with others and have a good/pleasant attitude.

Assist subordinates in performing customer service, payment collection, and complaint resolution duties; review billings for correctness and accuracy and recalculate bills that have been issued to customers improperly; coordinate meter readings and re-reading of meters when necessary and when there appears to be inconsistency with past readings; research, communicate, and adjust billing errors and customer complaints; process work orders for utility move-ins, move-outs, disconnections, reconnections, new orders, and other Public Works service requests; maintain current customer account files; assist in reconciling utility billing activity with the general ledger.

Receive telephone calls and citizen visits concerning utility billings or services; handle questions and matters of a more advanced nature; Balance daily cash receipts and reconcile departmental records with control records; Prepare and coordinate the utility billing schedule with the utility services contractor; implement and test rate changes to ensure accuracy; complete all other aspects of Utility Administration operations and management.

Performs other essential duties as determined by the Director of Public Works to achieve successful operations and mission accomplishment of the department and City as a whole.

Regular and timely attendance is an essential job function. It is an essential function of the job that you report to work on time and work your scheduled hours.

May serve as a member on other City committees or provide support with special projects, as assigned.

Other duties as assigned.

High school diploma or GED equivalent;

Five (5) years of progressively responsible experience in supervision, customer service, finance or accounting, or billing and collections in a public or private utility administration capacity, including a minimum of two (2) years in a managerial/supervisory capacity.

Four (4) year Bachelor's Degree in Accounting, Business, Public Administration, Communications, General Studies, preferred but not required.

Any equivalent combination of education and experience.

Valid State Driver's License, or ability to obtain one prior to employment.

Knowledge of effective supervisory and management practices; generally accepted methods and procedures for collecting, reporting, deposition, and safekeeping of cash assets; procedures for the collection of delinquent accounts; of City ordinances and department procedures regarding Utility Billing and collections; cash handling and internal control procedures;

Knowledge in the area of utilities administration to include knowledge of data processing billing programs to facilitate posting, billing and cash handling procedures; Knowledge and basic understanding of water, sewer and drainage systems and operations, and solid waste collection systems; and enhanced knowledge of best practices relating to providing first-class customer service;

Knowledge of budget and purchasing; ability to set priorities, make independent judgments, and perform several duties at once;

Knowledge of Microsoft Suite, computers, hardware and software, and data entry;

Knowledge of City organization, operations, policies and procedures;

Skills necessary to communicate effectively both verbally and in writing; designing and using moderately complex mathematical and statistical formulas and other information to develop recommendations, reports and presentations; using, analyzing, and explaining statistical data; making decisions quickly with limited information when necessary; demonstrating excellent public relations skills; delegating tasks and responsibilities; mediating and resolving conflict; training and developing staff;

Skills and ability to use 10 key calculator by touch with accuracy, must have mathematical aptitude;

Ability to handle money with accuracy and balance cash drawers;

Ability to analyze problems, resolve disputes, and implement effective solutions;

Ability to set priorities, make independent judgments, and perform several duties at once;

Ability to motivate employees and to maintain and enhance effective working relationship with coworkers, other departments and with the public;

Ability to communicate effectively verbally and in written form;

Ability to use personal computer proficiently to accomplish all necessary tasks and essential duties; and

Ability to direct the work of subordinates, manage staff, delegate tasks, and mentor and coach to improve and enhance staff performance.

Formal applications, rating of education and experience; oral interview and reference check; job related tests may be required.

Personal computer, including spreadsheet, word processing, and presentation software; central financial computer information system (currently Tyler Technology (Incode v.9)) coupled with various other third-party software platforms (currently Neptune, Watersmart, Paymentus and Dataprose); telephone; 10-key calculator; typewriter; fax and copy machine.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds and to travel out into the field to assess functionality and troubleshoot hardware and software. Specific vision ability required by this job includes close vision and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is that typically associated with an office environment that is open to the general public, but is usually moderately quiet.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

No one will perform the duties of a higher position without prior authorization from an individual authorized to approve.

The position description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

City of Copperas Cove
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