Customer Solutions and Billing Assistant Division Manager

Position Description

Tacoma Public Utilities (TPU) is seeking an engaging and impactful Customer Solutions and Billing Assistant Division Manager to join our Customer Services leadership team. This pivotal role offers an exciting opportunity to lead and shape programs directly impacting our community, ensuring equitable access to essential utility services. Reporting to the Customer Services Division Manager, you will provide strategic leadership and operational oversight, driving excellence in customer support and program administration.

In this role, you will oversee and direct the Customer Solutions and Billing teams. Leading a team of 35 union and non-union represented staff, including 3 direct reports, you will support the pivotal functions of the Customer Service division, including utility assistance program development, utility assistance application processing, and ensuring accurate and efficient billing practices.

In this role, you will:

• Lead direct reports and guide billing teams to ensure accuracy and legal compliance.
• Champion and manage programs supporting limited-income residents per TPU's strategic goals.
• Oversee utility payment assistance administration and funding, reporting on program results.
• Establish and maintain key partnerships with community and government organizations.
• Engage with industry peers to adopt best practices for serving limited-income customers.

Responsibilities Include:

• Strategic Program Development and Oversight:
  • Develop, implement, and maintain innovative utility assistance programs, policies, budgets, and procedures tailored for income-eligible households.
  • Establish clear performance metrics and Key Performance Indicators (KPIs) for utility assistance and billing programs to measure success and proactively identify areas for continuous improvement.
  • Collaborate with internal utility teams and consultants to establish relevant benchmarks, evaluate program effectiveness, and ensure broad customer awareness of available support.
• Administration of Utility Assistance and Back-Office Billing Operation:
  • Oversee the administration of payment assistance programs for income-eligible customers, including regular updates to TPU executive leadership and the Public Utility Board on funding status, participation rates, and program impact.
  • Provide leadership and oversight to the back-office and advanced metering billing functions, adjustments, refunds, and escalations.
  • Develop and facilitate regular staff training on income certification processes, billing accuracy, and compliance with utility policies and regulations.
• Community Collaboration and Partnerships:
  • Cultivate and maintain strong, productive partnerships with community organizations, agencies, and faith-based institutions that serve limited-income populations within our service area.
  • Develop collaborative joint initiatives to strategically align resources, reduce redundancies, and provide enhanced support to our shared customer demographics.
• Industry Collaboration and Best Practices:
  • Build and sustain relationships with regional and national utilities to actively share best practices, stay informed on critical industry trends, and ensure TPU’s programs consistently align with evolving standards for serving limited-income customers.
  • Develop and maintain an awareness of best practices, tools, and processes developed by leading organizations both within and outside of the utility industry.
• Customer and Stakeholder Issue Resolution:
  • Serve as TPU’s subject matter expert for strategies and programs designed to support low-income, senior, and vulnerable population customers, as well as complex billing inquiries.
  • Expertly resolve escalated customer complaints and complex issues, including those brought forward by TPU executive leadership, the City Manager’s office, elected officials, and media inquiries.

Qualifications

Minimum Education*
Bachelor's degree in business or public administration, communications or directly related field

Minimum Experience*
6 years of progressively responsible customer service experience including 1 year prior as supervisor or manager

*Equivalency: 1 year of experience = 1 year of education

Desired Qualifications

• 3 years experience managing supervisors
• Proven experience in billing management and process improvement
• Strong understanding of utility billing practices and regulatory compliance
• Experience collaborating with labor relations and union partners
• Metering and/or billing database management technology experience

Selection Process & Supplemental Information

This recruitment is being managed by Joanna Hambrick, if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn !

City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.

Apply
Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.

Applications will be reviewed as they are received for interview consideration.

Reference checks will be conducted on final candidates and appointment is subject to passing a background check.

Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.

If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 prior to 4pm on the date of this posting closing.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

Closing Date/Time: 5/19/2025 5:00 PM Pacific

• 

• City of Tacoma

• 253-591-5400

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