Supervisor, Billing Operations

Supervisor, Billing Operations

Aquarion Water Company is the public water supply company for more than 750,000 people in 72 cities and towns throughout Connecticut, as well as serving customers in Massachusetts and New Hampshire. It is the largest investor-owned water utility in New England and among the seven largest in the U.S. Based in Bridgeport, CT, it has been in the public water supply business since 1857. Across its operations, Aquarion strives to act as a responsible steward of the environment and to assist the communities it serves in promoting sustainable practices. Aquarion Water Company is a wholly-owned subsidiary of Eversource.

Job Summary

A position is available in the Billing Department for a Billing Supervisor. The Billing Supervisor reports to the Billing Manager and is responsible for the timely billing of all water and fire accounts and the daily operations of the Billing Department. Advises management on matters related to billing and oversees the resolution of concerns. Responsible for training, coaching and developing team of eight specialists within area of responsibility to ensure quality service delivery.

Principal Responsibilities

• Provide day-to-day supervision, guidance, and support to Billing Department to ensure accurate and timely billing operations.
• Participate actively in the recruiting and hiring process, including interviewing and selecting qualified candidates.
• Oversee the onboarding and training of new employees to ensure they understand department processes, systems, and performance expectations.
• Mentor and coach team members to foster professional growth, skill development and continuous improvement.
• Conduct regular performance evaluations, provide constructive feedback, and implement development plans as needed.
• Promote a positive, collaborative, and customer focused work environment aligned with organizational goals and values.
• Ensure team members comply with company policies, procedures, and regulatory requirements related to billing and customer data.
• Monitor daily performance, keeping them informed, and act as needed to align KPI's.
• Ensure timely and accurate billing of 250,000+ water, fire and wastewater accounts.
• Manage meter reading and billing exceptions reports (i.e. Implausibles, Billing Outsorts, Invoicing Outsorts and EL31).
• Establish and maintain work standards for quality and quantity of work with an emphasis on billing accuracy.
• Create and deliver various reports including daily and weekly productivity report.
• Assign or handle customer escalations when customers request supervisory review.
• Work closely with Customer Advocate on non-compliant accounts.
• Ensure zero usage and multiple estimate accounts are brought to a resolution.
• Conduct weekly reviews of large account consumptions scheduled for billing to verify accuracy.
• Work collaboratively with various departments to support and maintain the Large Meter Program.
• Manage vacation calendar and approve timesheets.
• Maintain familiarity and compliance with applicable DPUC regulations, state and local statutes and Company regulations and policy.
• Work with meter reading and service supervisors to ensure timely meter reading and completion of all notifications.
• Identify and implement opportunities for improving billing processes.
• Other duties as assigned.

Preferred Requirements

Education / Certifications

Salary

Aquarion Water Company is an equal opportunity employer, and we prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, military or veteran status, or any other legally protected status in accordance with applicable federal, state and local laws.