Customer Accounts Manager

Under general direction from the Deputy General Manager or designee, manages, plans, organizes, and oversees the activities and operations of the customer accounts department which oversees customer billing, payments and customer service office. The District prides itself on providing industry leading service to customers by focusing on customer experience which includes active collaboration between the District’s Customer Accounts Department and all other District Departments. This position acts as the lead integrator, bridging the Customer Accounts staff to operations, engineering, communications and all other aspects of the District to ensure expedient and quality customer experience is provided to the community. This classification is responsible for the management of the Customer Accounts department including planning activities to ensure the District improves customer outcomes by improving the operation of the entire Customer Accounts Department. The Customer Accounts Manager makes policy recommendations and departmental plans to Executive Staff to ensure established policies and procedures meet overall departmental needs and customer experience goals. This is a management level position that provides strategic direction for the Customer Accounts department.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position.

1. Plan, organize, and direct Customer Accounts personnel to ensure completion of all work according to assigned schedules as well as active coordination with Customer Service Field Staff.
2. Manage and respond to customer complaints from all departments concerning water leaks, pressure problems, high water bills, sewerage problems, etc., in a quick and efficient manner providing an excellent customer experience in coordination with field operations staff.
3. Manage and provide direct oversight for the day-to-day activities of assigned staff.
4. Attend Board of Directors and Committee meetings providing input and expertise relative to customer experience initiatives; prepare and present at Board and Committee meetings; prepare related agenda items.
5. Oversee development and provide input on research, analysis and reporting on various segments of the District’s operations; oversee staff collection and analysis of data including information on current District practices, policies and procedures; identify, investigate and make recommendations for changes as necessary; oversee development of cost benefit analysis on proposed changes.
6. Oversee Water Budget Based Rate Structure (WBBRS) utility billing, customer account maintenance, payment processing, resolution of customer issues and concerns, and bad debt collection activities.
7. Manage the procedures for all active delinquent account processing, including late notices, turn-off lists and delinquent customer phone calling.
8. Review current operational systems to support customer account functions, billing and finance related programs; make recommendations for system updates or changes to ensure compliance with policy or program objectives; coordinate with appropriate staff and departments for any updates to operational systems.
9. Assist in the development, administration, and enforcement of District policies and procedures as approved by the General Manager and the Board of Directors; ensure compliance with all applicable federal, state and local laws and statutes related to the implementation of programs and projects at the District; assist employees with the interpretation and application of existing and new policies and procedures.
10. Effectively interface with other management staff on a regular basis.
11. Direct and approve consultant selection and contract negotiation.
12. Stay current with technology in order to ascertain the most efficient system improvements and provide input into the implementation of technological advances to enhance the customer experience, including coordinating with field operations staff; define required changes and coordinates with the IT Department when appropriate for support during implementation.
13. Attend meetings at other agencies on behalf of the District.
14. Represent the District at public and professional organizations, as well as on committees/workgroups of other water agencies.
15. Attend and participate in professional group meetings; maintain awareness of new trends and developments in the fields of billing, finance, and customer experience; incorporate new developments as appropriate.
16. Conduct regular project management and/or staff meetings with department staff.
17. Participate in the selection, counseling, and training of employees; supervise, coordinate work and evaluate performance of assigned personnel while providing guidance and employee development goals; recommend salary adjustments, promotions, or disciplinary actions for assigned staff.
18. Interface and assist other divisions of the District regarding our customers’ experience.
19. Perform other duties as assigned.

Any combination of education and experience that would likely provide the required knowledge, skills and abilities (KSAs) may be qualifying. A typical way to obtain the KSAs is:

1. Bachelor’s degree from an accredited college or university in Business, Communications, Accounting, Management, Economics, Finance, or related field desired.

2. Three years of increasingly responsible supervisory experience and project management desired.

3. Demonstrated ability to have collaborative working relationships with key stakeholders including the public and internal departments.

4. Knowledge of principles of customer service in a utility setting and ability to distill complex information in a customer friendly manner.

5. Skills necessary to supervise, plan, direct, review and evaluate the work of assigned staff.

6. Ability to communicate effectively, both orally and in writing. Strong writing skills required.

7. Possession of a valid California driver's license and maintenance of a safe driving record.

Position requires occasional stooping, bending, climbing, lifting, walking, reaching, and the ability to carry and lift materials related to general office/data processing maintenance weighing up to 35 pounds. In addition, this position requires oral communication with District management, coworkers, and District customers; regular use of the telephone for communication; operation of office equipment such as computer terminals and copiers; sitting for extended periods of time and hearing and vision within normal ranges.