Service Billing Supervisor

Job Summary:

The Service Billing Supervisor is considered a subject matter expert, is responsible for leading a team of specialists, fostering a culture of continuous process improvement and works under limited supervision with a focus and direct impact on customer experience. The Supervisor will provide leadership to the Service Billing Team. They will drive continuous improvement; evaluating, recommending, and implementing billing systems and processes to improve efficiency and effectiveness. The Supervisor will be responsible maintaining current knowledge, and acquiring new knowledge as needed.They will consult with other areas/departments about transaction management and billing issues and activities and provide, recommend, and implement business solutions to aid the business unit in accomplishing its goals. 

Essential Duties & Responsibilities:

• Lead, coordinate, and manage the workload of a team of people that analyze and correct errors, with a high degree of complexity, identified in the billing systems including conditions that impede enrollment, move-ins, move-outs, transfers, billing and invoicing of individual collective contributors. Analytical skills are critical. 
• Accountable for the completeness, accuracy, and timeliness of customer billings, including invoicing of offline/special-billed accounts. 
• Accountable for the completeness, accuracy, and timeliness of customer billings.
• Monitor KPIs to ensure targeted performance levels are achieved and proactively detect performance deviations. 
• Actively pursue ongoing process and procedure improvement, including workflow changes, realignment of team responsibilities, development of efficiencies to improve speed and accuracy of all customer billing. 
• Accountable for creation cross-functional initiatives that will improve the billing process and customer experience. 
• Actively participate in merger & acquisition, new market entry, or billing migration projects, taking responsibility for maintaining consistent revenue flows and an optimal customer experience during transition periods. 
• Drive resolution of all cross-functional billing issues, and manage financial impact and affected customer’s exposure. 
• Manage internal billing relationship with IT on all billing related projects and enhancements. 
• Assess training gaps of team and design or revise training material. 
• Ensure functional specific process documentation and training materials are kept current. 
• Create business case future system enhancements to make the Billing process more accurate and efficient. 
• Handle administrative issues of team members such as time tracking, access requests, and resolving personnel issues.  
• Select, motivate, develop and evaluate staff.  
• Ensure source and integrity of data inputs into billing process, specifically unit price inputs. 
• Enforce protocols for preventing and handling billing exceptions and delays. 
• Ensure target performance levels are achieved, and proactive detection and remediation of performance deviations. 
• Ensure operational procedures are in place and compliant to current policy and governance requirements. 
• Responsible for SOX controls. 
• Serve as point of escalation for daily issue resolution for the Power Billing function. 
• All other projects and duties as assigned. 

Minimum Requirements:

• Bachelor's degree in Finance, Accounting or Buisness or 4-5 years of commensurate experience in the field or in a related area. 

Preferred Qualifications:

• 4 years of Vivint experience, preferred.
• 2 years of leadership experience preferred.

Knowledge, Skills and Abilities:

• Proven ability to lead teams and objectively assess performance. 
• Strong problem-solving skills; seeks out creative solutions independently and pro-actively. 
• Process optimization experience preferred. 
• Ability to make decisions. 
• Effective communication skills. 
• Ability to interact effectively with personnel at various levels throughout organization. 
• Resourcefulness and strong prioritization skills. 
• Ability to work with limited supervisions and consistently meet deadlines. 
• Knowledge of energy costing components, bill methods, customer usage patterns, capacity and transmission KDEs, and general market knowledge. 
• Flexibility and ability to manage multiple tasks and deadlines. 

Working Conditions:

• Open office environment or fully remote work options available.
• Some overtime required with seasonality and as special projects arise.
• Travel: Less than 5%
• Mandatory in-person meetings in office monthly.
• Additional leadership trainings and in office meetings as needed.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.