Customer Service Manager, Senior - Billing Operations

Customer Service Manager, Senior - Billing Operations

Salary

$101,260.00 - $169,100.00 Annually

Location

730 East Broad Street, VA

Job Type

Full-Time

Job Number

35M00000064

Department

Public Utilities

Opening Date

10/02/2026

Closing Date

10/16/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The anticipated hiring range is $101,260 - $127,070

This position is Unclassified and serves at the will of the Appointing Authority.

The City of Richmond Department of Public Utilities is seeking a highly qualified Customer Service Manager, Senior - Billing Operations in the Customer Service Division. The ideal candidate will have strong supervisory and managerial experience, a comprehensive background in utility billing, residential and commercial metering equipment (water and gas preferred), Customer Care and Billing System (CCS) operations, and continuous process improvement. The ideal candidate will also be able to lead and support change management initiatives through critical thinking, innovation, and a strong customer focus. Advanced skills in Microsoft Office Suite, experience with utility rate structures, and experience managing or supporting CCS functionality, enhancements, and billing processes are also preferred. This position will report to the Deputy Director, Senior of Customer Service and will play a significant role in maintaining efficient, accurate, and customer-focused billing operations.

Duties include but are not limited to

• Plans and executes strategic initiatives for the division.
• Manages staff to review and resolve service issues; advises staff on the application of procedures, ordinances, and state law based on specific circumstances.
• Recruits, trains, supervises, evaluates, and schedules billing and customer service staffing.
• Aligns resources and training to support successful billing operations
• Manages billing cycles, ensures accurate bill generation, and handles complex adjustments or rate changes.
• Representing the Customer Service Division at meetings related to metrics and quality assurance initiatives.
• Overseeing billing preparation; explains exceptions and variances.
• Investigates and responds to high-level inquiries received from the Mayors Office, CAOs Office, DCAOs Office, or Directors Office.
• Develops and monitors operational controls to ensure key division measures and standards are developed, met, and develops corrective action plans as necessary.
• Communicates directly with customers to resolve complex billing complaints and inquiries regarding utility policies.
• Prepares financial reports, supports audits and ensures compliance with local and industry regulations

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE:

• Bachelors degree in business administration, finance, accounting, or related field
• Five years of professional revenue collection and customer service management experience with at least two years of supervisory experience
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• None required

KNOWLEDGE, SKILLS, AND ABILITIES:

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

• High proficiency in Microsoft Excel and data processing software to analyze bulk meter data, generate insights, and audit billing exceptions.
• Mathematical Precision: Exceptional attention to detail with standard mathematical calculations, percentage changes, and fractional rate adjustments.
• Billing operations, trends, and supporting technology infrastructure.
• Billing systems, Customer information system functionality, billing processes, and supporting technology
• Utility ratemaking concepts
• Operating concepts and organizational restructuring

Skills (some combination of the following):

• Computer programs such as Microsoft Office Suite (Word, Excel, Outlook)
• Presentations, both creating and presenting
• Written and verbal communication
• Cognitive reasoning
• Team building
• Public speaking
• Interpersonal communication
• Customer relations

Abilities (some combination of the following):

• Think critically
• Be accountable
• Exhibit fiscal responsibility
• Analyze information
• Problem solve
• Manage time effectively

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger, talk, hear, and see; frequently grasp, walk, and perform repetitive motions; and occasionally stoop, kneel, crouch, reach, stand, push, pull, lift, and feel. The working conditions may not contain environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

• Internal use: HR Generalist to review.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner, by email at HR-ADA@rva.gov.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.

01

10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veterans widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?

• Yes
• No

02

5-point veterans must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?

• Yes
• No

03

Which best describes your highest level of education?

• High school diploma/GED
• Some college
• Associates Degree
• Bachelors Degree
• Masters/ Advanced Degree
• None of the above

04

Which answer best describes your customer service experience?

• No experience
• Some experience
• Proficient experience
• Advanced experience

05

Please select the area(s) in which you have customer service experience:

• Face-to-face
• Answering the telephone
• Screening applicants for benefits or services
• Providing basic policy and procedure information
• Inputting customer information into an automated system
• Working in a social or human service environment
• Preparing and maintaining records
• Preparing reports
• None of the above

06

Which best describes your skill level with Microsoft Office?

• None, have never used Microsoft Office
• Limited use of Microsoft Office
• Proficient use of Microsoft Office
• Intermediate use of Microsoft Office
• Advance use of Microsoft Office

07

Describe a time you led a billing team through a process change or challenge.

08

What processes or controls have you implemented to improve billing accuracy, reduce errors, and ensure timely resolution of discrepancies?

Required Question

Employer City of Richmond

Address 900 East Broad Street

Suite

Richmond, Virginia, 23219

Phone (804) 646-5660

804-646-5660

Website https://www.rva.gov/