Customer Support Manager - Water System

Major Duties

• Supervises, hires, terminates, and disciplines staff.
• Counsels, trains staff, ensuring employees follow policies and procedures to maintain a healthy and safe working environment.
• Identifies and develops new guidelines and strategies for service level improvements regarding customer support business practices, activity reporting, and workflow efficiency.
• Oversees revenue collection operations of delinquent utility billing customer accounts for a water system serving approximately 33,000 connections.
• Oversees monthly account cutoffs based on account delinquency history and special circumstance.
• Manages processes to ensure monthly water utility billing cycles are conducted. This includes oversight of importing and exporting meter readings; maintenance of individual accounts; calculating monthly bills; and reviewing final bill adjustments.
• Directs and assigns tasks to customer support staff.
• Manages mailroom operations including; courier schedule and operations, utility bill stuffing and mailing, processing and posting customer revenue payments received in bulk mail and drop box mail. Oversees business with US Postal Service.
• Manages and performs special projects related to customer support operations, customer outreach, enhanced technology and implementation; leads special data analysis projects.
• Responds to request for information from outside agencies; Metro North Georgia Water Planning District and County Administrator.
• Handles escalated customer complaints by evaluating issues, determining appropriate resolutions, and authorizing corrective actions in accordance with established best practices.
• Manages Leak Protection Program insurance program. Is the official Board of Commissioners designee to review and determine eligibility and claim amounts.
• Manages Metropolitan North Georgia Water Planning District Water Management Plan requirements.
• Manages Low Income Assistance Program.
• Develops annual customer support and utility billing operations budget.
• Enters requisitions, manages all billing operation service agreements and contracts for automated financial electronic imaging equipment for electronic deposits according to best accounting standards.
• Coordinates with County purchasing agents on billing equipment contracts.

Minimum Qualifications

• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a high school education.
• Experience sufficient to thoroughly understand the work of subordinate positions to be able to answer questions and resolve problems, usually associated with one to three years’ experience or service.
• Possession of or ability to readily obtain a valid driver's licenses issued by the State of Georgia for the type of vehicle or equipment operated.

Pay

Starting Salary - $55,635.17

Schedule

To Apply - Fayette County, GA