Project Supervisor - Utilities

General Description

JOINS OUR TEAM AS A PROJECT SUPERVISOR

Provides leadership and daily oversight for the implementation and operation of new and existing software and hardware solutions used in customer information and account management systems for water, sewer, and reclaimed water customers.

Essential Job Functions

• Responsible for testing and implementing new customer information and billing software systems, as well as associated upgrades and integrated programs.
• Leads and participates in mapping existing customer account processes and supports the successful implementation of new processes within new software platforms.
• Ensures existing billing system remains fully functional during new software installation, including development, data conversion, and parallel testing, to support monthly billing for more than 190,000 customer accounts.
• Collaborates with vendors, department staff, and inter-departmental teams to identify, define, and resolve customer account management needs.
• Serves as the department's technology liaison with external vendors and with Pasco County's Information Technology (IT) Department for both county-supported (mainframe, desktops, network printers, phones) and non-county-supported (printers, mailroom equipment, handheld processors, AMR/AMI laptops) hardware and software.
• Responsible for ensuring daily functionality of customer account equipment and software, such as the cash remittance processor, meter reading process or interface, billing machine, mailroom billing and inserter equipment.
• Leverages technology investments to streamline high-volume workloads, particularly within the data operator group, meter reading services, and billing group.
• Maintains timely and accurate daily processing of customer accounts, account and payment research, account creation and modification, and billing output.
• Provides input on daily delinquent account management.
• Oversees daily production of customer account research, account creation/input, and billing output.
• Systematically monitors billing input and output quality and accuracy, identifies production issues, and initiates all customer service system program modifications or changes.
• Participates in, establishes and/or coordinates new or revised customer account processes and procedures aligned with new software, using PIT (Process Improvement Teams) or similar methods.
• Coaches staff to support ongoing process improvement efforts.
• Leads related updates with the County's Information Technology Department as needed.
• Stays current on systems research and development, customer donation programs such as Project Round-Up, and recommends policy or ordinance changes to support improvements.
• Coordinates resolution of computerized equipment issues.

Knowledge, Skills And Abilities

• Knowledge of customer information and billing systems.
• Knowledge of customer, workorder, utility, and related information and financial tools, trends and current practices.
• Knowledge of proven process improvement and evaluation techniques.
• Excellent interpersonal, data management, and persuasive negotiation skills.
• Working knowledge of accounting practices with the ability to reconcile accounts, process transfers, and perform routine accounting functions.
• Proficiency in SQL with the ability to write new queries and execute existing ones.
• Familiarity with Crystal Reports with the ability to run, interpret, and make basic modifications to reports (preferred).
• Strong analytical and problem-solving skills with the ability to identify issues, determine root causes, and implement practical solutions.
• Ability to think creatively and recommend new process improvement methods.
• Ability to work independently with minimal guidance and effectively manage priorities.
• Ability to troubleshoot data, reporting, or accounting discrepancies using logical reasoning and available tools.

Minimum Requirements

• Education: Graduation from an accredited college or university with a Bachelor's Degree in Business, Management, Finance, Public Administration, Computer Technology, or related field and two (2) years of experience in customer service, customer account receivable management and development, implementation and improvement of customer information & billing systems and associated software/hardware OR an Associate degree and four (4) years of experience.
• Experience: One (1) year of supervisory experience.
• Language: Proficient in both English and Spanish preferred.
• License: Must possess a valid Florida driver's license.

ADA STATEMENT

A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.

DRUG-FREE WORKPLACE

Pasco County BOCC is a drug-free workplace in accordance with Federal and Florida Law.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES

All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.

VETERANS' PREFERENCE

Pasco County BCC provides to Veterans, that preference in appointment will be given to preference-eligible applicants.

PASCO COUNTY WAS VOTED ONE OF THE NATION'S TOP WORKPLACES FOR 2021