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?
                                • Yes
                                • No
                                  
                                  Required Question

Keywords: Hernando County, FL, Spring Hill , Utilities Business Manager, Executive , Brooksville, Florida