City of Tampa

This is highly responsible, supervisory work involving residential and commercial billing, account management and customer service for solid waste collection services and the McKay Bay Disposal Complex’s Scale House operations.

Under direction, the employee performs supervisory activities including the scheduling, assignment, and review of key office and field operations. Considerable initiative, research, verification and independent judgment are required in determining charges and credits to bills and in determining if a customer’s account has been incorrectly undercharged and retroactive billing is necessary. Coordinates the efforts of multiple internal business units or external partnerships that contribute to the department’s enterprise fund. Builds and maintains relationships with internal and external partners.  Tact, courtesy and professionalism are extremely important as work involves considerable public contact using various mediums to explain industry practices, charges, rates and resolving complex billing disputes.  Work is of considerable difficulty and includes investigating complaints to identify if a problem exists and coordinating solutions to the problem.  Work also involves quality control auditing of billing functions and customer interactions.

• Creates and executes department work plans, benchmarking, and performance measures for billing, account management, customer service and scale house operation functions in accordance with standard operating procedures and optimal results; resolves issues to ensure a high quality customer experience. 

• Conducts extensive computer research and maintains knowledge of the City’s Utility Management / Cayenta System, Customer Service Center and other related software programs; ensures billing and account management conforms with the appropriate ordinances, codes, executive orders, customer service and scale house operations standards; assists in designing and/or formulating documents and literature for department policies and procedures.

• Manages credit and cash accounts for appropriate departmental accounts for McKay Bay Scale House operations; assists in budget process as it relates to operational and capital improvement needs. ·   Oversees customer service emergency response procedures including WebEOC and scale house operations in the event of a declared emergency. Plans, assigns, supervises, trains and reviews the work of subordinate employees engaged in utility account billing; reviews and approves financial adjustments.

• Supervises or coordinates inspections and investigations of the following:  container set size, type, locations and frequency to determine correct charges and services to be rendered; reviews and approves claims for credit (i.e. vacancies, refuse services).

• Bills customer accounts retroactively when incorrect charges have occurred, researches and responds to customer billing problems.

• Reviews and approves periodic and special statistical, financial and other reports; verifies customer account information.

• Recommends employment, promotion, transfer, discipline, demotion and dismissal of subordinate employees as necessary; responds to requests for leave; serves as initial respondent to grievances; completes employee performance appraisals; administers discipline as required.

• Performs related work as required.

Considerable knowledge of: principles, practices, and methods required in billing, customer service functions and scale house operations; effective public relations and public dissemination of information.  

Working knowledge of: municipal codes, including state statutes, constitutional rights, federal and state laws regarding solid waste activities; customer service and problem resolution techniques, functions of utility billing systems; solid waste and recycling containers, service types, utility rates, fees, deposits, back billing of accounts, codes and field methods relating to collection and disposal; appropriate municipal codes, ordinances, resolutions and regulations; effective supervisory techniques, team dynamics, effective team building and the importance of diversity; business office practices and the computer systems utilized by the department; the layout of the city and its geography.    

Ability to: plan, assign, schedule, supervise, and review the work of subordinates; maintain records and prepare oral and written reports; train and evaluate lower level personnel; establish and maintain effective working relationships with employees, officials, and the public; prepare and present clear and concise reports, both orally and in writing; maintain records using a variety of source materials; understand and follow complex oral and written instructions.  

Skill in: problem solving; oral and written communications.

Graduation from an accredited college or university with a bachelor’s degree in business or public administration or a related field and five (5) years of progressively responsible experience in solid waste, utility billing and credit, customer service or related business operations including two (2) years of supervisory experience; or an associate’s degree in business or public administration or related field and seven (7) years of progressively responsible experience in solid waste, utility billing and credit, customer service or related business operations including two (2) years of supervisory experience.

Possession of a valid drivers license.  

SWANA Certification required within 6 months.

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.