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Utility Billing Supervisor

Description/Distinguishing Features

The Utility Billing Supervisor is responsible for assisting with the daily oversight of staff management and problem resolution, contract and payroll administration, customer service problem resolution, administration and technical issues and report preparations. 

Examples of Duties

 A qualified individual with a disability must be able to perform the essential functions of the position with or without reasonable accommodation. 
 Responds to customer concerns or complaints by providing explanations, solutions, and/or closure for complex customer concerns; works with townships and outside contractors to obtain information on their residents’ accounts; addresses New Service Connections questions/updates and researches and resolves customer concerns such as verifying rates and initiating payment plans, as needed; provides detailed records for townships regarding their residents’ water/sewer accounts, usage and meter sizes; provides information to the Engineering Department and Inspector for connections; authorizes adjustments or procedure changes on a case-by-case basis.


  • Works closely with meter reading contractor relative to their company reading city water meters for billing; tracks and monitors reads to ensure contract specifications are met; reviews invoices for accuracy; coordinates servicing of customer equipment, as needed; monitors computer transactions and resolves any concerns; creates work orders for Public Services personnel to correct issues.


  • creates job task manuals to ensure personnel are accurately trained for more efficient outcomes.

  • Audits staff, customers’ accounts and monitors accounts; performs technical reviews of weekly billing process by Utility Services Coordinators; audits work orders, billings, staff updates and adjustments done to utility billing accounts.


  • Maintains bankruptcy files for utility billing accounts; researches any outstanding bills for utility billing customers who have filed for bankruptcy; establishes new accounts and sends final bills to the City Attorney’s Office for possible payment; creates tax lien reports for each jurisdiction within the water and/or sewer districts for nonpayment of inactive water/sewer accounts or active sewer only accounts and presents to each township for payment based on the township agreement with the City.


  • Performs water base adjustments and look back adjustments; creates new rate tables; creates files to adjust customers’ water usage; performs look back sewer adjustments based on budgeted cost of sewer treatments and actual cost.


  • Applies security deposits, creates the utility billing schedule, designs new bill format and reviews and approves all utility billing refunds to customers; balances workload and personnel to meet customer needs and meets service levels of the office; verifies staff actions in compliance with KMEA contract and personnel rules and regulations; creates utility billing schedule for mailing; applies deposits to active accounts that meet the City’s criteria for refunding a security deposit after 3-years of payment history; creates read schedule for Meter Readers to ensure timely reads for billings; creates new utility bill format for printing of all utility billing bills including originals, reminders, final notices, finals for previous service, flat rate sewer, monthly bills, and group bills.

  • Partners with human resources relative to performance management, progressive discipline, attendance practices, policies, staffing, and terminations; provides positive and constructive training, coaching, and feedback to employees.

  • Maintains positive employee relations, ensuring practices are fair and consistent with the city philosophy; leads and models a positive employee culture.


  • Performs other related duties, as assigned.


Essential Qualifications


  • Bachelor’s Degree or equivalent experience in Business Management with course work in public relations/communications, along with business math, accounting and accounting/business administration.

  • Minimum of three (3) years of supervisory experience, minimum of two (2) years of basic plumbing practices and a minimum of three (3) years of utility billing experience.


  • Strong mathematical skills.


  • Strong, clear communicator and excellent interpersonal skills; proven ability to effectively and positively communicate with the City Manager, City Commission, Township Officials, media, general public and all levels within the organization.


  • Demonstrates a sense of urgency, prioritizes well, shows energy, responds to opportunities, instills urgency in others, and meets deadlines.


Acceptable Training and Experience

The City of Kalamazoo is an Equal Opportunity Employer.  We are committed to creating a diverse, equitable and inclusive organization where different perspectives and experiences are welcomed and encouraged.  Studies have shown that women and people of color, are less likely to apply for jobs unless they meet all of the qualifications listed. The City of Kalamazoo is most interested in finding the best candidate for the job, and that candidate may be one from a less traditional background. If you have transferable experience, please tell us about it. This approach will give each current and potential employee the opportunity to learn, grow and contribute to the City of Kalamazoo.