Manager, Meter Reading and Collections

About the role

Directs and manages state-wide customer service functions, including: new service, meter reading, credit and collections, customer service walk-in centers, cashiering, and employee performance. Manages all escalation issues and responds to difficult customer inquiries. Creates and executes the vision, strategic goals, and expectations of the department.

Responsibilities

• Manages resources, maintains customer service infrastructure, and provides supervision
• Manages service levels, scheduling, and turnover
• Ensures the productivity and accuracy of meter readers
• Ensures field collections are worked in a satisfactory manner and the correct posting of transactions
• Oversees the scheduling and training of meter readers and field collectors
• Directs support services and handles difficult service inquiries
• Develops and implements overall marketing goals and objectives of the department; assists with marketing programs and initiatives to support small commercial customers
• Develops, deploys, and manages meter reading and collection technologies and responses
• Manages union and non union labor relations issues within area of responsibility