Supervisor, Billing Services

Job Summary:

Job Description:

• Manages a team of Customer Care Representatives to identify, analyze, and process billing exceptions promptly, ensuring accurate billing and improved customer satisfaction

• Manages vendors relationship and leverages technology solutions to optimize printing, enveloping, and shipping processes, ensuring timely delivery of accurate customer bills and achievement of performance targets

• Develops and prioritize improvement opportunities into actionable gap-closure plans linked to key Customer Experience metrics, enhanced satisfaction scores and operational efficiency (e.g., J.D. Power Customer Satisfaction (Residential/Commercial), delayed bills, returned mail as a % of overall mail, etc.).

• Supervises and prepares daily team operations by assigning tasks, setting priorities, monitoring performance, and providing feedback to ensure timely completion of work and continuous improvement.

• Trains new employees, provides ongoing coaching, and identifies skill gaps to support development and resolve issues impacting productivity or quality.

• Applies strong interpersonal and problem-solving skills to resolve employee concerns and conflicts, fostering a positive, respectful, and collaborative work environment

• Tracks team expenses, payroll and ensures adherence to budget guidelines to support cost control.

• Monitors and guides team compliance with organizational standards and legal requirements to minimize risk and ensure operational integrity.

• Participates in and ensures team participation in critical restoration tasks and drills following storms and/or emergencies to maintain service continuity and operational safety.    

• Executes and delegates additional responsibilities based on team and business needs to ensure continuity and responsiveness in operational responsiveness.

Additional Job Description:

Education

• Bachelor’s degree in business administration or related field.

Experience

• 4 years' experience in a similar functional role, with at least 2 years in a lead role, overseeing employees directly or indirectly.

• Experience in key account relationship management and stakeholder engagement. 

• Experience with Billing applications and technology systems. 

• Experience in developing and delivering training for billing exception related skills and processes.

• Experience in process improvement and process improvement methodologies.  

Additional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role:

• Associate’s degree in a relevant field may substitute when accompanied by a minimum of 8 years of experience performing related functions and at least 5 years of experience in team leadership.

Competencies (Skills)

• Strong ability to develop and deliver effective presentations and facilitate meetings as related to strategy, training, and collaborating with various stakeholders.   

• Excellent interpersonal and communication (both written and oral) skills.   

• Exceptional analytical, decision making, and problem-solving skills. 

• Exceptional attention to detail.

• Strong ability to be resourceful and make prudent decisions in a fast-paced environment.

• Proficient in the use of common computer applications (e.g., Microsoft Office and CC&B). 

• Organizational planning and development skills. 

Licenses/Certifications

• Valid Driver’s License

Travel Requirements

• 40%

Physical Demands:

• Stationary Position: Constantly

• Pushing/ Pulling/ Reaching: Seldom

• Kneel: Seldom

• Grab: Seldom

• Bend: Seldom

• Lift/Carry over: 0 - 15 pounds

Working Conditions:

• Wet or humid: Seldom

We are committed to diversity and inclusion, and it is because of this that we offer equal employment opportunity to both our employees and candidates, while also striving for an environment that is free of any form of discrimination and harassment. We base our employment decision solely on the qualifications of the individual, their merits, and the present needs of the business.