Customer Support Manager - Water System

About the role

This full-time position oversees and contributes to the management, strategic direction, and continuous improvement of customer support operations and initiatives.

Responsibilities

• Supervise, hire, terminate, and discipline staff; conduct performance evaluations and training to ensure adherence to policies and a safe working environment
• Develop new guidelines and strategies for service level improvements in customer support, activity reporting, and workflow efficiency
• Oversee revenue collection operations for delinquent utility billing accounts for a water system serving approximately 33,000 connections
• Manage monthly account cutoffs based on delinquency history and special circumstances; ensure monthly water utility billing cycles are completed
• Oversee importing and exporting meter readings, maintenance of individual accounts, calculation of monthly bill charges, and review of final bill adjustments
• Direct and assign tasks to customer support staff
• Manage mailroom operations including courier scheduling, utility bill stuffing and mailing, processing and posting bulk and drop box payments
• Oversee business with the US Postal Service
• Manage and perform special projects related to customer support operations, customer outreach, technology enhancement, and data analysis
• Respond to requests for information from outside agencies such as Metro North Georgia Water Planning District and County Administrator
• Handle escalated customer complaints by evaluating issues, determining resolutions, and authorizing corrective actions
• Manage the Leak Protection Program insurance program as the Board of Commissioners designee to review eligibility and claim amounts
• Ensure compliance with Metropolitan North Georgia Water Planning District Water Management Plan requirements
• Administer the Low Income Assistance Program
• Develop the annual customer support and utility billing operations budget
• Enter requisitions and manage billing operation service agreements and contracts for automated financial electronic imaging equipment and electronic deposits
• Coordinate with County purchasing agents on billing equipment contracts

Requirements

• Specialized training in the field of work plus basic skills typically associated with a high school education
• One to three years of experience sufficient to understand subordinate roles, answer questions, and resolve problems
• Possession of or ability to obtain a valid Georgia driver’s license

Pay

Starting salary: $55,635.17