Utilities Business Manager
Company: Hernando County, FL
Location: Brooksville
Posted on: May 8, 2024
Job Description:
Salary : $66,550.00 - $96,498.00 Annually
Location : Brooksville, FL
Job Type: Full-Time
Job Number: 14134
Department: Utilities Department
Division: Utilities Customer Service
Opening Date: 05/02/2024
Closing Date: 5/16/2024 11:59 PM Eastern
FLSA: Exempt
Bargaining Unit: N/A
Description
The Utilities Business Manager holds a highly responsible
administrative, managerial, operational, professional and technical
position for Hernando County Utilities. The incumbent directs,
plans, coordinates, oversees and supervises the activities of
Customer Services, Meter Reading, and Billing/ Collections
departments. Direct supervision is exercised over the Customer
Relations Supervisor, Billing/ Collections Supervisor and the
Service Representative Supervisor. Patience, diplomacy and
authority are vital in handling irate customers.
Examples of Duties
- Directs, plans, coordinates, supervises and oversees the
activities of three (3) departments' activities and personnel for
Utilities. Supervises, counsels and evaluates the performance of
technical and non-technical personnel, establishes departmental
objectives, provides recognition, as well as recommends
disciplinary actions when necessary. Conducts interviews, selects
and recommends the hiring of personnel.
- Oversees the resolution of routine customer complnints and
problems and handles more complex problems which Customer Service
personnel cannot resolve. Ensures that on-going training is
provided to all Customer Service personnel in order to serve our
customers professionally, effectively and efficiently.
- Monitors billing processing activities are completed for
on-time mfliling of customer billing statements. Applies necessary
audits. checks and balances for the integrity of accurately
processing billing statements. credits and refunds
- Supervises and coordinates the activities of the Service
Representatives to ensure all meter readings are completed. Ensures
that all work order activities are prioritized and assigned to
maintain system reliability and billing schedules. workloads are
appropriated and on-call schedules are assigned accordingly.
- Coordinates and ensures meter testing is conducted, as
identified, for calibration and meter accuracy per customer and/or
departmental request.
- Directs credit and collection activities to collect outstanding
amounts owed to the Utilities Department, and outstanding Utilities
claims from individuals or businesses that have filed for
protection under bankruptcy laws.
- Financial responsibility is applied in approving customer
accounts adjustments and credits.
- Develops budget recommendations for the Customer Service,
Billing and Meter Reading Departments. Projects annual user fee and
service fee revenue in preparation of the department's annual
operating budget and coordinates with HCUD Finance. Provide review
and approval for invoices and expenditures, as required.
- Writes various correspondence regarding inquiries or
non-routine problems with customer's account. Develops and updates
customer form letters and routine report forms. Reviews and
verifies data and reports, as well as customer correspondence
prepared by subordinate personnel.
- Develops, implements and updates Standard Operating Procedures,
practices and guidelines pertaining to customer service, billing,
technology and meter reading. Implements programs, policies, and
procedures in accordance with Department and County
priorities.
- Analyzes systems; determines system informational and personnel
requirements; determines areas of organizational
responsibility.
- Prepares implementation schedules, supervises and coordinates
system implementation and testing, completes system documentation,
prepares cost estimates on work to be performed.
- Prepares various reports and correspondence such as memos,
letters, and technical briefs.
- Exercises collaborative planning and shared decision-making
that is responsive to the identified needs of individuals,
divisions, and the Department's requirements of a fully integrated
system.
- Builds and maintains working relationships with division
managers, other department personnel, related consultants and
vendors.
- Conducts feasibility studies, analyzes and documents present
work flow and procedures, identifies potential information
processing application areas; studies and documents personnel
utilization; prepares economic analysis.
- Performs system research, designs forms and specifications, and
develops system procedures.
- Coordinates training for users and subordinate technical
personnel in various aspects of the information processing
system.
- Performs special projects of varying complexities as assigned
by the Utilities Director or as required by other management
levels, including complex reports and studies for state and federal
agencies (water conservation plans and studies, financial
information, bonding verification reports, etc.).
- Regular attendance. Emergency Response
County employees are required to report for work during a state of
emergency and are subject to recall around the clock for emergency
response operations which may include duties other than those
specified in this job description.
Typical Qualifications
Minimum Qualifications
- Graduation from an accredited college or university with a
Bachelor's Degree in Business Management, Public Administration, or
related field.
- Minimum of eight (8) years of experience in progressively
increasing responsibility in Customer Service, Meter Reading, and
Billing.
- Five (5) years of experience working in a utility or government
sector.
- Previous supervisory experience. A combination of education,
training, and experience may be substituted at the County's
discretion.
Licenses, Certifications, or Registrations
- Must possess and maintain a valid Florida Driver's License and
be insurable by current insurance carrier. Required
Competencies
- Knowledge of data processing software and ability to learn
department specific programs related to data management and
billing.
- Considerable knowledge of management principles and techniques
specifically relating to office management, supervision of
personnel and maintenance of office and computer equipment.
- Operations, services and activities of a water meter reading
program.
- Knowledge of occupational hazards and standard safety
practices.
- Considerable knowledge of accounting principles, practices and
procedures.
- Ability to effectively defend Utilities policies and County
ordinances and make sound judgment decisions on resolving customer
complaints and problems.
- Ability to understand, interpret and comprehend county
ordinances, policies, water and sewer service agreements, and
contracts.
- Ability to effectively communicate information verbally and in
writing.
- Ability to read, interpret and understand financial records,
reports and balance sheets.
- Ability to collect an organize data for interpretation.
- Knowledge of state and federal regulatory requirements for
maintaining, storing and disposing of public files, records and
documents.
- Skill in developing public relations and public information
resources.
- Ability to effectively prepare and give oral
presentations.
- Ability to prepare effective written reports.
- Ability to develop effective public relations and to
successfully interact with public groups and committees.
- Ability to effectively produce written run documentation for
internal and external operations.
- Ability to organize and plan work for performing independently
or within a team work environment.
- Ability to establish and accomplish objectives.
- Ability to analyze information and prepare recommendations for
designing effective computer software applications that improve
county services.
- Ability to establish and maintain effective and professional
working relationships with Technology Services Department staff,
the Clerk's technical staff and other County or Constitutional
Office's technical staff.
- Ability to understand and follow complex oral and written
instructions. Supplemental Information
Physical Demands
- While performing the duties of this job, the employee is
required to
- sit, stand, walk, bend, talk and hear
- handle repetitive motion
- access file cabinets for filing and retrieval of data
- Work is sedentary and exerting up to 10 pounds of force
occasionally and/or negligible amount of force frequently to lift,
carry, push, pull, or otherwise move objects is required.
Environmental Conditions
- Work is performed primarily in an office environment working
closely with others in occasional noisy office conditions,
including computer and printer noises. Pay Grade: 12
Hernando County Board of County Commissioners (BOCC) is an Equal
Opportunity Employer and does not discriminate on the basis of sex,
race, color, religion, gender, orientation, national origin, age,
marital status, veteran status, genetic information, pregnancy,
disability, or any other protected characteristic as defined by
law.
Hernando County is a Drug-Free workplace. All employees are subject
to drug testing in accordance with Federal and Florida State
Law.
Applicants requiring reasonable accommodations as defined by the
Americans with Disabilities Act, must provide notification to the
BOCC in advance to allow sufficient time to provide an
accommodation.
Join our team!
Our benefits are designed to enhance your work and life balance, as
well as the community we serve.
Hernando County offers a comprehensive benefits package to eligible
employees including health care, dental, vision, Florida Retirement
System (FRS), voluntary deferred compensation plans, flexible
spending accounts, life insurance, long-term disability, holidays,
and paid time off plans.
To learn more details, visit our benefits page:
01
Do you have a Bachelor's Degree in Business Management, Public
Administration, or related field?
- Yes
- No
02
Do you have previous supervisory experience?
- Yes
- No
03
Do you have a minimum of eight (8) years of experience in
progressively increasing responsibility in Customer Service, Meter
Reading, and/or Billing?
- Yes
- No
04
Do you have experience in handling customer complaints and
problems?
- Yes
- No
05
Do you have five (5) years of experience working in a utility or
government sector?
- Yes
- No
06
Do you have knowledge of data processing software and ability to
learn department specific programs related to data management and
billing?
- Yes
- No
07
Do you have considerable knowledge of management principles and
techniques specifically related to office management, supervision
of personnel and maintenance of office and computer equipment?
- Yes
- No
08
Do you have the ability to read, interpret, and comprehend county
ordinances, policies, water and sewer service agreements, and
contracts?
- Yes
- No
09
Do you have the ability to develop effective public relations and
to successfully interact with public groups and committees?
- Yes
- No
10
Do you possess a valid Florida Driver's License in good standing?
Keywords: Hernando County, FL, Deltona , Utilities Business Manager, Executive , Brooksville, Florida
Didn't find what you're looking for? Search again!
Loading more jobs...