Billing Systems Lead

BILLING SYSTEMS LEAD

JOB SUMMARY

The Billing Systems Lead serves as a working lead for Billing Operations and Business Systems and is responsible for leading the Billing team in day to day operations, analyzing business processes, collaborating with the Rates team on newly implemented rates, supporting the Customer Information System (CIS) business platforms, triaging core business application issues and helping implement technology solutions that improve operational efficiency, service delivery, and decision-making across the Company.

Under the direction of the Customer Systems Manager, the Billing Systems Lead works independently and collaboratively to evaluate business needs and translate operational requirements into practical Customer Systems solutions. The incumbent must maintain a professional image of the Company, prepare clear and accurate documentation, protect confidential information, and be available to work overtime when needed for emergencies, system issues, implementations, or planned assignments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Billing Systems Lead performs a variety of skilled functions, which may include but are not limited to the following:

- Provide day-to-day leadership and operational support for the Billing team.

- Assist in analyzing business processes, identifies workflow inefficiencies, and recommends system or process improvements to increase accuracy, consistency, and productivity.

- Maintain the meter read and billing schedules in the CIS system by updating and importing data files.

- Maintain the integrity of Billing rate structures and all components thereof.

- Develop documentation and tools in support of billing operations.

- Research and resolve system user inquiries related to CIS.

- Cover billing operations in the absence of the Billing System Analysts.

- Provide Sensus software support to the Meter Reading team.

- Provide support to Customer Service Representatives, including payment research, refund requests, bill adjustment requests, and billing analysis.

- Perform quality control reviews of billing and tax rates.

- Participate in system testing, validates results, and documents outcomes before implementing changes or enhancements.

- Provides user support and troubleshooting assistance related to assigned software applications, reporting tools, and operational processes for CIS issues reported in the Companys trouble ticket system.

- Perform other duties as assigned by management.

Qualifications

EXPERIENCE, SKILLS, KNOWLEDGE AND PHYSICAL REQUIREMENTS

Required

- High school diploma or equivalent and a minimum of 3 years experience in utility billing, operations analysis or a related field required.

- Demonstrated leadership, professionalism, dependability, flexibility, punctuality, integrity, and a collaborative team approach.

- Strong computer skills, including knowledge of Microsoft Office and Microsoft 365 functionality and document conversion.

- Knowledge of business process mapping, requirements gathering, testing, troubleshooting, and end-user support practices.

- Ability to prepare clear written procedures, technical documentation, and business correspondence.

- Strong analytical, organizational, and problem-solving skills with close attention to detail and accuracy.

- Ability to communicate effectively and maintain productive working relationships with all levels of employees, management, vendors, and external stakeholders.

- Strong written and verbal communication skills, sound judgment, attention to detail, and the ability to work effectively with employees, managers, vendors, and the public.

- Must possess and maintain a valid, appropriate Arizona drivers license with an acceptable driving record.

Preferred

- Experience within a regulated, or high-volume customer service environment

- Experience with Accounting principles

- Experience supporting CRM or CIS integrations, including reporting and data synchronization

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met to successfully perform the essential functions of this position:

- Ability to sit for extended periods while working at a computer workstation.

- Ability to frequently use hands and fingers for keyboarding and operation of office equipment.

- Ability to communicate effectively in person, virtually, and by telephone.

- Ability to occasionally lift and carry office materials weighing up to 15 pounds.

- Ability to perform routine office-related physical activities, including walking, standing, bending, reaching, and stooping as needed.