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Billing Supervisor

We impact people's lives daily by putting state of the art technology into their hands!!!

Our employees are provided with a benefit package that compliments many aspects of an employee's needs and wants. From competitive health insurance with reasonable premiums to a 10% retirement match to 21 PTO days and 8 holidays a year, MTC knows the importance of these benefits to employees.

The role serves as a primary point of contact for all new and existing customers. Assists and educates customers regarding company’s products/services and billing inquiries. Responsible for the customer service department and manages the employees within the department. Responsible for entire billing services cycle.

Duties & Responsibilities

  • Serves as the data expert for all tables within the SIS system, spending substantial time manipulating, extracting, and modifying various database tables, as well as related database queries and reports. Establishes efficient processes, profiles, C&C codes, tax setup, and workflows for new products and services. Workflows will dictate the flow from order through plant to customer connection.
  • Responsible for staff involved in customer service activities which include taking orders, answering billing or other inquiries, new service requests, and disconnects.
  • Serves as a primary point of contact for customer issues. Manages all aspects of customer correspondence via phone, electronic messaging, in writing, or in person involving billing and customer service affairs.
  • Establishes processes for updating customer records in NISC billing software.
  • Performs monthly data cleanup reporting and delegates cleanup to customer service representatives.
  • Serves as the NISC liaison for SIS. Serves as company-wide educator on SIS software, NeoNova Administrator, Syniverse Administrator and Inteliquent Administrator.
  • Processes autopay processes for both companies through payment gateway and secured banking.
  • Oversees the updates of 911 service address databases.
  • Oversees and serves as the backup for porting new phone lines for customers.
  • Manages customer delinquency, disconnection process and collection process, as well as issuing credit refunds for disconnected accounts.
  • Responsible for all accounts receivable for both companies and serves as the admin for all customer payment returns and/or reporting.
  • Oversees and processes capital credit estate refunds and performs all capital credit processes including forfeited capital credit process and general retirements of capital credits.
  • Reviews prices comparisons for customers and establishes methodology for CSRs to use in price compares.
  • Oversees or completes the reporting of all company statistics and regulatory issues involving billing. Expert on query builder to create new data extracts from complex data tables. Provides data extraction for regulatory reporting as necessary.
  • Manages service orders according to customer requests, including creating and assigning work orders for internal departments and closing and validating all service orders for both companies daily.
  • Processes, inputs and analyzes customer count data and revenue per user data monthly to report to CFO.
  • Coordinates updates of ARC, CBOL, FUSC, and all other regulatory tax changes. As well as reporting and remitting taxes monthly to the State of Illinois and other appropriate entities.
  • Manages and performs monthly billing for both companies, McDonough Telephone Cooperative and MTC Communications.
  • Provides reports annually to financial auditors as requested and performs year end financial processes in billing software.
  • Manages annual reports filed to the State of Illinois yearly for both companies.
  • Works in GIS, property tax records, Google Earth, and similar mapping databases to support BDC and HUBB filings, challenges and adjustments.
  • Regularly evaluates and amends policies and procedures used by Customer Service Representatives relating to customer issues.
  • Plans, develops, and makes recommendations on department organization, staffing, employee development, budget, equipment and supplies, and department work plans.
  • Keeps abreast of regulatory, industry, and technological developments.
  • Manages all direct-report activities and the supervision of the staff. Ensures staff are trained. Provides performance expectations and feedback.
  • Communicates objectives/initiatives. Conducts supervisory tasks in accordance with policies and applicable laws.

Skills, Abilities, Qualifications or Expectations:

  • Knowledge and skills usually acquired through an Associate’s Degree or equivalent.
  • Five years of progressive experience in a customer service setting.
  • Basic understanding of rural telephone terminology, subscriber/community concerns, and changes in regulation and the marketplace preferred.
  • Computer literacy including a working knowledge of Microsoft Office products.
  • Management experience preferred.

Education: Associates Degree