Customer Billing Services Supervisor

Overview:

We have an exciting opportunity for a Billing Supervisor to join our team!

The Billing Supervisor ensures operational responsibilities are met by providing leadership, direction and support for the billing functions of the Gas, Thermal, Water and Wastewater utility operations. The supervisor serves as a coach, mentor, teacher, and role model for the associates in Billing. The supervisor advances the goal of continuous improvement by monitoring key work processes to find and implement solutions to improve and streamline procedures directly impacting customers and customer satisfaction. The Billing Supervisor reviews daily work assignments and backlogs to adjust resources to ensure critical processes are completed timely. The supervisor works in collaboration with functional and cross- functional process partners, peers, direct reports, senior leaders, and external agencies to provide timely and accurate monthly billing for more than 450,000 residential, commercial and industrial accounts. Responsible for ensuring applicable regulatory terms and conditions are enforced. Strong problem solving and root cause analysis skills are necessary in this position to mitigate negative customer experiences.

Citizens Energy Group offers competitive salary and great benefits including:

- Health, Dental & Vision

- Defined Benefit Pension Plan

- 401(k) Retirement Plan with company match

- Short Term Incentive Pay (STIP) Plan

- Health Savings Account (HSA) with company contribution

- Wellness Program

- Adoption and tuition assistance

- Employee Credit Union

- Vacation and Paid Holidays

- Flexible Hybrid Work Schedule

If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career!

Minimum Salary: $84,200 (Grade 10)

Responsibilities:

- Assesses work volumes, backlogs, and critical task requirements throughout the day, and based on time of accounting month, shifts resources to achieve timely and accurate billing.

- Manages direct reports schedules, approves requested time off and tracks adherence to the PTO and attendance policy.

- Provides advice and assistance to other departments for billing related matters and assist with complaints and inquiries from agencies including the Indiana Utility Regulatory Commission and Better Business Bureau.

- Ensures complex billing processes such as thermal billing, sewer self reporters, outside service providers, damage billing, capital project billing and Outside Service Providers are completed on time each month.

- Works closely with the Accounting Department and Regulatory Affairs to ensure correct rates are being billed, revenue is accurately billed in the appropriate revenue month, and any exceptions to billing revenue are reported in accordance with Generally Accepted Accounting Principles (GAAP).

- Communicates and works with employees from Sales and Marketing to ensure large volume, key customer billing needs are being met.

- Works with Gas Control and Gas Supply to ensure compliance and accurate billing related to the Citizens Energy Select program for third party gas suppliers.

- Manages Tax Exempt Certifications in compliance with the Indiana Department of Revenue.

- Serves as the Billing subject matter expert for various cross-functional teams and collaborative efforts towards continual improvement.

- Ensures regulatory terms and conditions related to billing processes are followed correctly.

- Ensures the Performance Plan and Review (PPR) of all direct reports is delivered with timely feedback, coaching and development of action plans for all direct reports throughout the year.

- Researches reported billing related issues and collaborates with others to determine the root cause and appropriate corrective action.

- Reviews billing processes on a continuous basis, identify opportunities for improvement, and works collaboratively to implement process improvements.

- Performs other duties as assigned.

Qualifications:

- Bachelors degree from an accredited college or university, with some of the academic study in accounting and finance, business management, and organizational behavior or equivalent.

- Must have at least three years of professional experience in Billing, Receivables Management, Customer Service, or equivalent experience.

- Must be proficient in Microsoft Office applications, specifically Excel, PowerPoint and Word.

- Strong problem solving and analytical skills.

- Ability to maintain high productivity under ever-changing priorities and tight deadlines.

- Strong communication skills.

- Must have good people and interpersonal skills - ability to build effective relationships with all levels of professionals.

Preferred Skills/Qualifications

- Preferred candidate will have broad knowledge of utility operations.

- Prior management and/or supervisory experience.

- Ability to remain calm and make decisions under pressure.

- Ability to plan well and prioritize work.

- Effective public speaking skills.

- Work effectively and efficiently in a team environment.

Job Posting Deadline: Open Until Filled

Citizens is a drug-free, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.