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Customer Service and Billing Director
1 month ago
US Water Services Corporation is seeking a highly skilled and experienced Customer Service and Billing Manager to join our team. As a key member of our operations team, you will be responsible for managing and maintaining the integrity and effective operation of all utility billing functions, including analyzing key performance metrics, reviewing data for billing activities, meter reading, cashiering, customer service, account maintenance, and collections functions.
Key Responsibilities- Provide day-to-day leadership, management, and coaching of direct reports to ensure a high-performance, customer-service-oriented work environment that supports achieving the department and the Company's mission, objectives, and strategic plan.
- Manage and maintain responsibility for the integrity and effective operation of all utility billing functions, including analyzing key performance metrics, reviewing data for billing activities, meter reading, cashiering, customer service, account maintenance, and collections functions.
- Ability to multi-task and manage multiple projects concurrently while working with tight deadlines and shifting priorities.
- Receives, investigates, and responds to difficult and sensitive problems and complaints in a professional manner; identifies and reports findings and takes necessary corrective action.
- Ensures staff observe and comply with all Company policies, processes, and safety practices.
- Effectively represent the department and the Company in meetings with governmental agencies, community groups, various businesses, professional, and regulatory organizations, and in meetings with individuals and Company stakeholders.
- Provide support to ensure compliance with internal and external control standards and all mandatory regulatory and contractual requirements through the implementation and oversight, as well as through ongoing audits.
- Stays abreast of new trends, innovations, and technological advancements in the utility billing and customer service field, analyzes all utility billing functions and processes, and designs and implements process improvement strategies for enhancing effectiveness and efficiency.
- Ability to supervise staff, provide training and development opportunities, ensure work is performed effectively, and evaluate performance in an objective and positive manner.
- Bachelor's degree in accounting, business administration, or a related field, and five (5) years of progressively responsible customer service experience, including at least three (3) years in a supervisory capacity; OR any equivalent combination of experience and training which provides the required knowledge, skills, and ability to successfully communicate with and manage people.
- Minimum of three (3) years of experience in utility accounting, call center management, and/or billing, collections, and metering operations preferably in regulated utility industry.
- Minimum of two (2) years of experience researching and monitoring software analytics and KPI's.
US Water offers a comprehensive benefits package including medical, dental, vision, life insurance, short/long-term disability, health reimbursement account (HRA), paid time off, holiday pay, and 401(k) with company match. This role is eligible for our vehicle allowance program. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected status. We are also a Federal Contractor with a Drug Free Workplace program. We follow Federal law in which the use of marijuana is illegal regardless of State legalization and/or approved State Medical Marijuana Card status. We require successful post-offer drug, criminal background, and MVR screens.
