About the Role

The City of Bend is accepting applications for one (1) regular, full-time Utility Billing Supervisor for Water Services, part of the Public Works Department. This opportunity is non-represented and FLSA exempt (overtime ineligible).  The City may use this job posting to create an eligibility list for future hiring purposes. Please review the entire job posting, including the application requirements at the end.

As the Supervisor for our Water Services Customer Service and Billing call center, you will lead the teams responsible for the City’s full customer service and billing operations, ensuring work is accurate, consistent, and aligned with organizational goals. Your focus is on creating the conditions for staff to succeed by setting expectations, monitoring performance, supporting escalations, and ensuring systems and processes operate effectively.

This role offers the opportunity to strengthen and modernize how we operate. With system updates and process improvements on the horizon, you’ll help shape how the call center and billing teams work together to improve efficiency, consistency, and overall service quality. You’ll collaborate across multiple departments to streamline workflows, maintain high data integrity, and support ongoing training that builds depth and resilience within the team. Your leadership will directly influence how effectively we manage revenue, support customer needs, and uphold policy requirements.

This position is central to how the City of Bend serves the community. If you’re motivated by developing people, improving operations, and building a reliable, customer-focused team, this role offers meaningful impact every day, both for your staff and for Bend residents who rely on our water services.

Classification Framework:  Class Specifications | Supervisor II | Class Spec Details

What You’ll Do

The following duties are a sample of major duties performed in this role and not intended to be an exhaustive list: 

1. Lead and direct the daily operations of the customer service and revenue and billing teams by setting priorities, assigning work, clarifying expectations, and ensuring that staff follow City standards and policies.
2. Serve as the final point of escalation for complex customer, billing, and account issues by providing guidance on policy and code interpretation and ensuring consistent and timely resolution.
3. Oversee the accuracy and integrity of billing and revenue processes from beginning to end by reviewing reports, approving complex adjustments, and confirming that billing cycles, refunds, collections, and liens are completed correctly and on schedule.
4. Ensure the quality of customer interactions and account work by monitoring service levels, balancing workloads, and identifying operational risks, and adjust staffing and assignments as needed to meet business operations.
5. Establish and maintain standard operating procedures and job aids that reflect City code,  policy, and program requirements, and update these materials as systems or regulations change to ensure consistent team adoption.
6. Lead operational improvement efforts and prepare the team for system changes by supporting process updates, system enhancements, and data accuracy work, and ensure that reporting and internal controls support accurate and timely operations.
7. Manage performance and develop staff by setting goals, providing coaching and feedback during regular check-ins, and completing annual evaluations, while recognizing strengths and addressing performance concerns.
8. Prepare and review operational and management reports by monitoring key indicators, identifying discrepancies or trends, and working with staff and partners to implement corrective actions.

Ideal Candidate

Our ideal candidate holds the following competencies and experience:

1. Leadership. Sets clear expectations, brings structure to daily work, and establishes consistent standards that are aligned with organizational priorities and shared processes.
2. Change management. Drives team alignment during operational updates, system enhancements, and process changes. Anticipates impacts across customer service, billing, collections, and revenue functions, and helps staff adapt successfully to new workflows and expectations.
3. Critical thinking and strategic decision making. Makes decisions grounded in City policies and organizational priorities while applying sound common sense to determine the most practical approach to processes and solutions.
4. Analytical skills. Uses data, reports, and operational indicators to identify trends, inaccuracies, and process gaps. Interprets information to anticipate issues, inform decisions, and ensure services and billing processes are completed accurately and on schedule.
5. Customer service and conflict resolution. Balances service-level expectations with workload realities, ensuring customer interactions meet quality standards. Supports staff during escalations and helps resolve complex issues with empathy, consistency, and professionalism.
6. Quality compliance. Understands the revenue impacts of decisions and ensures processes are completed accurately and in line with policy. Monitors operational and service metrics holistically to maintain both compliance and customer satisfaction. Strengthens internal controls by understanding root causes and applying data-driven solutions.

Our ideal candidate will bring to this job:

• Knowledge of effective communication and interpersonal skills necessary for exchanging information, giving direction, and supporting productive interactions across diverse stakeholders.
• Knowledge of supervisory and workforce management principles, including organizational planning, training, resource coordination, and performance management.
• Working knowledge of operational systems, databases, and software tools as well as applicable policies, standards, and administrative requirements.
• Ability to understand, retain, and apply detailed written and verbal information in fast-moving or complex operational contexts.
• Awareness of equity and inclusion principles and how they support consistent service delivery and a respectful workplace culture.

Candidates who meet the listed minimum qualifications, including an equivalent combination of education and experience will be considered for an interview. Please ensure your application includes information about your education, relevant paid and unpaid work experience, and applicable licenses and certifications. Avoid referencing your resume in the job duties section of the application.

Minimum Qualifications: 

• High School/GED or an equivalent combination of education and experience that provides the required knowledge, skills, and abilities as outlined in this job description.
• 2 to 3 years’ experience in a similar position and/or performing similar tasks
• 1 year of supervisory experience
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.

Required Licenses and Certifications: 

A valid state driver’s license

What to Know Before Applying

Application Deadline: Applications must be received by March 27, 2026, (3/27/26) at 12:00 PM (noon) Pacific Time to be considered for the role.

Application Requirements: To be considered for an interview, applicants must complete an online 
application including the following attachments (failure to include required attachments may result in
disqualification):

• Cover Letter
• Resume

Veterans’ Preference: Applicants seeking Veterans’ Preference as a qualified veteran or disabled veteran 
must attach appropriate documentation to their application. For more information click here.

Equity Statement: The City of Bend remains committed to building a workforce that advances diversity and 
inclusion within our community and all we do. We recognize that not everyone starts from the same place,
and that gender, race, ability, sexual orientation, and other identities face different barriers. We welcome
applicants from all backgrounds and are dedicated to creating an inclusive, safe, and respectful workplace
where employees can thrive without these barriers. A more extended version of the City of Bend’s
Organizational Equity Statement is available upon request.

Benefits: The City of Bend offers an excellent competitive benefits package for Employees and Dependents 
for health and dental coverage, retirement benefits, and a robust paid leave program. Details are available
on the benefits tab of the job posting.

Starting Compensation: Starting compensation is determined based on a pay equity analysis considering 
the candidate’s education, applicable work experience, and internal equity. Please include all relevant
information on your application.

 

Diversity & Equal Opportunity Employer Statement

The City of Bend is committed to fostering, cultivating and preserving a culture of diversity and inclusion.  At the City of Bend, we don’t just accept differences; we value them. We are proud to be an Equal Opportunity Employer and support the Americans with Disabilities Amendments Act (ADAAA) and the Oregon Equal Pay Act.