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Orlando Utilities Commission  logo
Company Name:
Approximate Salary:
Not Specified
Orlando, Florida
United States
Customer Service - Billing
Position type:
Full Time
Experience level:
5+ years
Education level:
Bachelor's Degree

Director, Customer Billing

Director, Customer Billing

Job Purpose:

Lead, prioritize and direct the Customer Billing division within the Customer Service Business Unit to ensure timely and accurate bills are created and sent to residential and commercial customers. Establish standards for rate design and accuracy for all the billing components. Leverage best practices and technology to provide bills in the format best suited for the customer use and payment remittance.

Primary Functions:

  • Develop and execute against the billing strategy to ensure accurate, reliable, and timely billing of customers.  Core billing services include electric, water, street lights, and chilled water; third party billing occurs for waste water, solid waste, oil/grease, warranty services, etc. in paper and e-bill format;
  • Establish and maintain quality standards, key performance indicators, operational metrics, performance expectations, budget targets and make certain there is accountability to each;
  • Provide direction related to new rate design and creation, change in billing practices, and use of technology related to billing;
  • Implement best practices and methods to make sure there is quality and efficiency throughout the operations;
  • Consider changes in customer demands and emerging billing methods;
  • Provide daily oversight and support to area managers related to day to day operations, processing billing exceptions, providing adjustment approvals, etc.;
  • Understand meter to cash process to provide guidance and direction on related matters and systems (i.e. Meter Data Management (MDM) and Customer Information System (CIS);
  • Lead or participate in projects supporting meter to cash activities such as technology upgrades and business process improvement initiatives with in the division, department or organization;
  • Perform other duties as assigned.


  • Bachelor’s Degree in Business Administration, Accounting, Finance or related field from an accredited college or university
  • Minimum of ten (10) years of progressive experience in customer service billing within a utilities environment
  • Minimum five (5) years of experience in  leading efforts and setting direction for projects and staff
  • Special training/certification to be completed within the first six (6) months of hire:
  • Customer Care & Billing (CC&B)

Working knowledge of all, but not limited to the following:

  • Utility billing;
  • Rate design and testing;
  • Liaising with bill print providers (paper, ebill);
  • Employee resource management processes (i.e. Key performance indicators (KPIs) timesheets, performance appraisals, status and project reports, promotional guidelines checklist, etc.);
  • Composition and review of operational metrics/statistics;
  • Various spreadsheets (Excel) to include: rate review, account bill up, meter cross, etc.;
  • Project and resource planning;

Familiarity with all, but not limited to the following:

  • Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws;
  • Understand and apply governmental accounting practices in maintenance of financial records;
  • Ability to make arithmetic computations using whole numbers, fractions and decimals, and compute rates, ratios, and percentages;
  • Ability to use Microsoft Office Suite (Outlook, Excel, Word, etc.) and standard office equipment (computer, telephone, fax, copier, etc.).


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