Job Description

Raleigh Water provides water and sanitary sewer services to about 200,000 metered customers with a service population of approximately 600,000 people in Raleigh, Garner, Wake Forest, Rolesville, Knightdale, Wendell, and Zebulon. Our mission is to provide safe, sustainable water services for our customers while protecting public health and contributing to the economic, environmental, and social vitality of our communities.

The Customer Care & Billing Division of Raleigh Water staffs approximately 70 positions providing a combination of unique positions:

• customer care contact center and quality assurance
• billing and accounting services
• training
• technical application design and development
• testing application support

We provide state of the art technology to support our goal of exceptional customer service delivery & customer experiences. We are constantly looking at ways to improve processes to be more effective, more efficient, create standardizations, and sustainability while billing approximately 320M annually with the highest of accuracy.

This position is a critical member of the Division’s Management team with direct supervision of Accounting, Billing, & Training. This individual will participate in other teams as either a lead or subject matter expert. This position has over-sight and support for all billing functions, accounting transactions, annual budget, and training of division. Position will work closely with other internal City departments/divisions, Wake County, and merger town communities to ensure proper billing processes are completed.

Position is located at the Raleigh Water Operations Center at 3324 Lake Woodard Drive, Raleigh, where parking is free!

Position may be able to work a hybrid remote schedule after a 6-month probationary period and successful demonstration of skills and competencies.

The ideal candidate is a strategic thinker and strong communicator who enjoys working with staff, customers, and peers to problem solve, develop solution options, and coach and mentor staff. Continuous improvement for staff, operations, and organization are key. The ideal candidate is engaged and enthusiastic and has experience, training and/or education in key areas such as billing and financial software applications, budget preparation and maintenance, fund accounting, operational resiliency, program and/or project management as well as performance management, team building & facilitation, coaching, teaching, guiding, and mentoring. If you enjoy working collaboratively towards a common goal in a fast-paced environment, this may be the perfect position for you.

Duties and Responsibilities

• Coach and mentor employees to develop and advance skills and knowledge
• Prepare personnel recommendations for hiring, performance ratings, merit increases, promotional opportunities, re-classification requests, written warnings, suspensions, disciplinary actions, and terminations
• Responsible for accurate and timely daily bill and letter activities to include but not limited to bill/letter review & approval, exceptions and processing, and bill corrections
• Perform billing, financial, & payment systems reconciliations - daily, monthly, and annual balancing
• Develop, review and/or implement quality assurance and quality control plans
• Reviews work on a regular basis to observe trends and patterns in staff productivity, resource utilization, and implements corrective action as necessary
• Participate in formal and informal teams as team lead and/or team member with ability to facilitate meetings and complete action items effectively and efficiently
• Manage conflict and provide forums for issue resolution

Typical Qualifications

Education and Experience:
Bachelor's degree in Management, Accounting, Finance, Human Resources, Business or Public Administration and five years of professional finance, budget analysis or accounting experience which includes experience with Generally Accepted Accounting Principles (GAAP) and/or public sector accounting and budgeting

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation

Preferred Qualifications:
Minimum 5 years’ experience supervising and/or managing employees and teams with increasing responsibility. 4 years’ experience in billing software functionality

Additional Information

Applications for this position require a cover letter and resume to be submitted as an attachment with this application form.

Knowledge, Skills & Abilities:

• Strong skills in the Microsoft Office Suite of products to include Excel, Word, PowerPoint, and Outlook
• High proficiency in a billing software with Oracle CC&B experience preferred
• Financial software experience required, and Oracle PeopleSoft preferred with experience or understanding of Fund Accounting and reconciliation processes
• Ability to create cost-benefit analysis and make or recommend sound business decisions based on results
• Ability to identify and solve complex problems by reviewing related information to develop and evaluate options and implement solutions
• Ability to focus on wider impacts of change as individuals move from current situation to a new one
• Skilled in managing change focusing on positive aspect to support staff through transitions
• Ability to practice suitable negotiating, effective communication, and problem-solving skills to successfully manage conflict

ADA and Other Requirements:
Positions in this class typically require: fingering, grasping, talking, hearing, seeing and repetitive motions.

Sedentary Work:
Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Working Conditions:
Work is routinely performed in an indoor, office environment.