HomeMy WebLinkAboutBilling and Meter Reading Supervisor Job Description 01 2023CITY OF MONROE
JOB DESCRIPTION
BILLING AND METER READING SUPERVISOR
Supervised By: Water Distribution Superintendent
Supervises: Water Office workers as assigned
Position Summary:
Under the supervision of the Water Distribution Superintendent, oversees the meter reading
and customer billing activities of the City's water operation. Ensures meters are accurately
read, investigates potential cases of meter tampering, improper operation or damage, and
requests meter replacement, repair, testing. Leads utility billing, identifying outliers and
resolving the more difficult billing and account information.
Essential Job Functions:
An employee in this position may be called upon to do any or all of the following essential
functions. These examples do not include all of the duties which the employee may be
expected to perform. To perform this job successfully, an individual must be able to
perform each essential function satisfactorily.
1. Oversees and completes meter reading and customer billing activities for the City's
water utilities.
2. Leads assigned staff in utility billing, identifying outliers and resolving the more
difficult billing and account information. Interacts and assigns tasks to Department
Aides in the communication and resolution of problem reads, billing, and service
issues.
3. Reviews and corrects daily meter reports. Revisits properties if an error is suspected,
and takes additional readings as necessary. Uses defined methods to estimate
usage where actual readings are not possible.
4. Investigates reports of defective meters or situations in which meter abuse is
suspected. Runs and evaluates exception reports related to unusual meter reads.
Requests meter testing, replacement or repair of defective meters. Reports meter
tampering to the appropriate authorities.
5. Interacts with customers regarding meter reads, billing issues, onsite inspections for
adjustments, and other requirements. Works cooperatively with customers to resolve
billing issues, including bill adjustments and creating payment plans to allow water
service to remain on, while the customer pays past due bills.
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6. Responds to public inquiries and complaints. Explains routine water service
methods and practices, answers questions and refers unresolved issues to
appropriate departmental personnel.
7. Works closely with billing staff, Water Distribution Supervisor, and Meter Shop
Coordinator to identify best practices and improve the quality and accuracy of
meter reading and related billing.
8. Functions as a member of the Water Office and is able to perform all meter reading
and billing job duties. This includes performing more difficult/specialty tasks for job
completion or closely oversees such task completion. Works with meter reading
vendor and related support staff for correcting meter readings, errors,
programming, etc, setting up necessary work orders for resolution.
9. Performs related work as required.
Required Knowledge, Skills, Abilities and Minimum Qualifications:
The requirements listed below are representative of the knowledge, skills, abilities and
minimum qualifications necessary to perform the essential functions of the position.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the job.
Requirements include the following:
• A Degree in applied science or a utility-related trade
degree preferred.
• Three years combined experience in meter reading, utility billing, customer service,
operation troubleshooting, schedule coordination, and or supervision.
•
and the ability to maintain one throughout employment.
• Minimum score of 70% on the City of Monroe aptitude examination.
• Knowledge of meter operation and testing procedures.
• Knowledge of municipal water treatment and supply, and the ability to educate
others on utility operations and billing practices.
• Skill in the use of spreadsheets, word processing, and department-specific software
applications, including maintenance management and utility billing software. Ability
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to learn computer programs or technical devices used by the department at an
operational level, i.e., utility billing, GIS, and Document Management.
• Skill in operating automated meter reading equipment and accurately recording
usage readings.
• Skill in leading employees engaged in meter, utility billing activities, and customer
service.
• Ability to establish effective working relationships and use good judgment, initiative,
and resourcefulness when dealing with the public and other employees. Ability to
deal tactfully and patiently with irate or upset customers.
• Ability to respond to emergency situations on a 24-hour basis.
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are
representative of those an employee encounters while performing the essential functions
of the job. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
While performing the duties of this job, the employee regularly works both in an office and
in the field. While in the office, the employee is regularly required to communicate in
person and by telephone, read regular and small print, view and produce written and
electronic documents and enter data on a computer keyboard with repetitive keystrokes.
The employee must be mobile both in an office setting and in the field with the ability to
stand, sit, stoop and kneel, use hands to finger, handle, or feel and reach with hands and
arms. The employee must lift or push/pull objects of up to 50 lbs. without assistance.
Accommodation will be made, if needed, for employees required to lift or move objects
that exceed this weight.
While performing the duties of this job, the employee regularly works both indoors and
outdoors and regularly travels between work sites using a motor vehicle. The noise level in
the work environment varies from quiet to loud.
January 2023