Office Manager

Summary / Objective

The Office Manager is responsible for overseeing and coordinating the daily administrative operations of the corporation. This role supervises office personnel, ensures high-quality customer service, and maintains efficient internal workflows. Acting as the primary point of contact for customers, vendors, and staff, the Office Manager plays a key role in communication, coordination, and continuous improvement across the organization.

Essential Functions

• Manages and provides leadership to frontline administrative staff, including cashiers, receptionists, and customer service representatives, ensuring efficient daily operations, adherence to customer service standards, and a positive member experience.
• Oversees the New Accounts department and ensures accurate and timely management of all account-related processes for new and existing members.
• Supervise billing processes, ensuring accuracy in usage tracking, billing, collections, and related customer inquiries via utility billing software.
• Ensure timely and accurate delivery of monthly billing statements and other member communications.
• Supervise, train, and support office staff to ensure consistent adherence to internal procedures and policies.
• Foster a culture of excellent customer service across departments and to corporation members.
• Manage and resolve customer complaints, billing inquiries, and questions related to corporation policies and procedures.
• Provide guidance to staff in resolving complex or escalated customer service issues.
• Oversee the processing of public information requests in compliance with applicable laws.
• Coordinate communication with members regarding service interruptions using approved communication platforms.
• Prepare monthly operational and financial reports for the General Manager.
• Lead continuous improvement initiatives to streamline processes and leverage technology to enhance service delivery and office efficiency.
• Assist with the planning and execution of the annual Members Meeting.
• Monitor and manage office supply inventory, equipment, and training needs.
• Develop, manage, and monitor the departmental budget.
• Conduct performance evaluations, coach team members, and address performance-related issues constructively.
• Respond to emergency situations, including after-hours coordination when necessary.
• Perform other duties as assigned.

Required Competencies

• Strong interpersonal and communication skills
• Effective leadership and supervisory abilities
• Critical thinking and independent problem-solving skills
• Excellent organizational and time management skills
• Adaptability in a dynamic work environment
• Coaching and staff development skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and utility billing software
• Ability to present information clearly to internal and external stakeholders

Education and Experience

• High school diploma or equivalent (required)
• Associate's or bachelor's degree in business administration, Accounting, or a related field (preferred)
• Minimum 3–5 years of experience in office management, administration, or accounting
• Experience in a utility, governmental, or municipal environment (preferred)
• Knowledge of public water systems or regulatory compliance (e.g., TCEQ) is a plus

Additional Requirements

• Valid Texas driver's license
• Availability to attend occasional evening board or member meetings

Supervisory Responsibility

This position includes direct supervision of administrative and customer service staff.

Work Environment

This role operates primarily in a professional office setting, with occasional field visits. The position routinely uses standard office equipment such as computers, phones, photocopiers, and filing systems.

Physical Demands

The physical demands described are representative of those required to successfully perform the essential functions of this job:

• Prolonged periods of sitting and/or standing
• Occasional walking, bending, kneeling, or lifting (up to 20 lbs)
• Standard office environment with intermittent field work

Travel Requirements

Travel is generally not required, though occasional out-of-area or overnight travel may occur for training or professional development.

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Supervisory: 1 year (Required)
• Office management/Administration: 3 years (Required)

Language:

• English (Required)
• Spanish (Preferred)

Work Location: In person