Customer Service Billing Manager

Department:

Public Utilities

Start Here. Grow Here. Stay Here.

Do you have management experience working in Utility Billing, Intake Permitting, and/or Code Enforcement? In this role, you will be working with various divisions like permitting, customer service, billing, field services, water restrictions, and other administrative, financial, and technical functions. Apply today to join this exciting new role and help lead an amazing team who have a direct impact on serving the Sarasota County Community!

Provide strategic leadership and oversight for the utility billing and intake connection units within the Customer Service Division. Ensure operational excellence by directing staff, setting performance goals, and conducting monthly performance evaluations.

Manage work allocation, offer coaching and professional development, and enforce disciplinary actions when necessary. Promote a positive and collaborative work culture to achieve optimal team performance.

Oversee the department’s daily operations, including the accurate preparation and distribution of utility bills and dunning notices, eBill subscriptions, and meter information reconciliation for billing accuracy. Supervise the review, approval, execution, and recording of loan documents for the monthly loan installment program, water conservation campaigns, and utility connection enforcement cases.

Investigate customer complaints and ensure timely resolutions. Respond to Public Records Requests and inquiries from Leadership, Administration, and County Commissioners in accordance with county Resolutions, Ordinances, and Departmental policies.

Ensure the consistent enforcement of Sarasota County Public Utilities Resolutions, Ordinances, and Standard Operating Procedures (SOPs).

Collaborate with the Office of Financial Management (OFM) to assess the annual write-off of uncollectable accounts. Assist in preparing and monitoring the departmental budget and revenue forecasting, providing explanations for any discrepancies.

Partner with the Technology Manager to enhance system performance and resource efficiency, ensuring that all technological tools meet operational needs.

Lead efforts to prevent, detect, and mitigate risks related to fraud. Oversee financial and compliance audits, ensuring the establishment and implementation of appropriate internal controls based on audit findings.

Work closely with the Call Center, Field Services, Contact Center, OFM, and other departments to address issues that could increase customer contact. Provide updates and align expectations across departments.

Develop, review, and update departmental training materials and SOPs to ensure operational consistency and knowledge retention.

Collaborate with the Division Manager to define and implement strategic goals for the unit. Participate in contract negotiations, agreements, and procurement processes as needed.

Oversee the performance and deliverables of contractors and consultants to ensure alignment with project goals.

Represent the unit at staff meetings, committees, and professional gatherings with internal and external stakeholders.

Attend conferences, workshops, and professional seminars to stay current with industry trends, best practices, and emerging technologies. Engage with relevant professional literature to ensure continuous improvement in assigned areas.

Work Hours: Monday – Friday, 8:00 a.m. – 5:00 p.m.

About You

Minimum Qualifications:

A Bachelors Degree from an accredited college or university in Information Technology, Business Administration, or a highly related field AND four (4) years of experience in process improvement, business analysis, change management, and information technology project management.

-OR- Associates degree from an accredited college or university AND six (6) years of experience in process improvement, business analysis, change management, and information technology project management.

-OR- Professional-related experience may substitute for the required degree on a year-for-year basis.

Two (2) years or more of supervisory experience in the related field.

A valid Florida Drivers License at the time of hire.

Preferred Qualifications:

Experience with utility billing and work & asset management software applications.

Experience working within the ITIL (Information Technology Infrastructure Library) framework for software development and maintenance.

PMP (Project Management Professional) Certified.

S ubject to Passing Substance Screening: This position is subject to passing a pre-employment substance screening. An applicant who fails to pass a required drug screening test shall be disqualified from employment for a period of five (5) years.

About Everything Else

Starting Pay Range: $74,484.80 – $83,000.00 / annually, based on experience

Our interview process could include phone interview(s), Microsoft Teams video interview(s), and/or in-person interview(s).

If you are selected to join our team, please click on this link to review the Required First Day Documents (http://www.scgov.net/home/showpublisheddocument/66596/638617478290291353) . You will need to present the following items on your first day:

1. I-9 Acceptable Documents to show your identity and authorization to work. Use this link to learn more and review the different document options: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents

If your position requires a Florida Driver’s License, this must be one of your documents. (Your Florida Driver’s License can serve as one of your documents listed in link above – List B Documents.)

2. U.S. Social Security Card (signed, physical card). This is a requirement of our Payroll Department and failure to provide this document could jeopardize timely compensation. (Your U.S. Social Security Card can serve as one of your documents listed in link above – List C Documents.)

Benefits:

Enjoy great benefits including Health, Dental, Vision, and Life Insurance, Short-Term and Long-Term Disability, Flexible Spending Accounts, Employee Assistance Program (EAP), Florida Retirement System (FRS) and many, many more! C hoose one of three great medical plans, including one with a $0 premium option, with completed preventative visits!

For more information about employee benefits, please click this link or visit SCGov.net (https://www.scgov.net/government/human-resources/employee-health-and-benefits) for additional information.

Utilize our award-winning wellness program including free gyms at multiple Sarasota County Government locations.

Enjoy 11 paid holidays, 3 personal days and 16 paid vacation days in the first year of full-time employment with increasing accrual rates with years of service. (That adds up to a possible 30 days off in your 1st year!)​​

A different blend of voices prompt better conversations, choices and results for everyone. Sarasota County – Many Voices, One Team.

We celebrate and value the experiences, backgrounds, perspectives, talents and strengths that make us different.

Our vision is to attract, develop, retain and engage a talented workforce broadly representative of the citizens and communities we serve. To further value creativity, innovation, collaboration and great customer service – internally and externally.

A job applicant with a disability who requires reasonable accommodation to participate in the application/selection process is requested to make known the need for an accommodation to Human Resources or appropriate county staff members. For assistance with the application, please call 941-861-5353.

Sarasota County prohibits discrimination in all services, programs or activities. View the complete policy at scgov.net (keywords: ADA Compliance).

Sarasota County Government is a Tobacco-Free/Drug-Free Workplace.