Supervisor of Billing Apply now » Date: Jan 7, 2025 Location: PHOENIX, AZ, US, 85021-1807 Company: APS Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona. Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity. Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together. Summary The Billing Supervisor is responsible for ensuring the company's customer's billing process is efficient and handled in a timely manner. Works collaboratively with internal APS departments and stakeholders to maintain and improve internal processes to minimize billing exceptions. The Supervisor directs the billing staff in the review and resolution of customer bills, accuracy of rate, metering and customer type. Minimum Requirements + Bachelor's or related degree + Four (4) years experience in billing operations, customer service or other area with similar knowledge and responsibilities or any equivalent combination of related education and experience totaling eight (8) years of billing operations, customer service or related billing area. + Eight (8) years of experience in billing operations, customer service or any. + Must possess good managerial and administrative abilities, strong human relations and communication skills, root cause analysis, project management and ability to make quality decisions under pressure and manage change effectively. + Ability to understand and ensure compliance with ACC Rules and Regulations as well as multiple rate plans, metering systems, and IT applications applicable to the business unit. Preferred Special Skills, Knowledge or Qualifications: + Previous experience in a leadership role. + Ability to develop strong partnerships with multiple business units across the organization to ensure accurate and timely billing of all customers. + Ability to manage vendor relationships for various services including but not limited to Print and Inserting, Payment Processing vendors, etc. + Demonstrated results in meeting goals and targets, experience in performance management, as well as excellent planning, organizational and analytical skills. + Ability in identifying process improvements and efficiencies, perform analysis, troubleshooting, and follow-up on issues or required system changes in support of evolving rates, technologies, new programs and customer needs as they relate to billing of our customers. Major Accountabilities 1) Responsible for ensuring expedient and accurate resolution of all disputable, problematic To Do¿s or exceptions generated as part of read and bill processing, customer activation process or manually generated by various business units across the Organization. 2) Provide appropriate training, motivation and guidance to ensure team performance in meeting goals and targets. 3) Identify and monitor Billing To Do trends, perform troubleshooting, root cause analysis and develop strategies and efficiencies that will improve the accuracy of our customer billing and increase efficiencies, whether processes or via our system functionality, i.e. CC&B, Field Services System, Advanced Metering Infrastructure, Meter Data Management, etc. ) 4) Works, guides, develops, monitors and establishes performance expectations and promote a culture that provides continuous feedback and allows for the highest performance, as well as strong morale and employee engagement. 5) Effectively communicate with staff, other departments and management to promote organizational values and improvements. 6) Guide, develop and oversee various analytical and troubleshooting of issues impacting customer billing within analyst staff to ensure accurate identification of issues and resolution, implementation of new customer programs, including Key Customers and complex rates to ensure timely collection of APS Revenue while also maintaining a strong APS image and relationships with our customers. 7) Isolate unplanned billing work as initiated by cross functional groups or discovered by billing, strategize and plan for timely bill correction to minimize or eliminate any customer impacts. Proactively modify business processes and preventive measures to eliminate future impacts 8) Participate in key decision-making processes for system implementations, conversions and upgrades ensuring decisions on system requirements and processes meet business and regulatory requirements. Identify and establish new or modified processes to ensure continued or improved billing accuracy and timeliness. Export Compliance / EEO Statement This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person. Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law. For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA). In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws. Hybrid: Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person). In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location. *Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees). *Working from a home office requires adequate technology and an appropriate ergonomic set up. *Role types are subject to change based on business need