Customer Service Manager - Water & Sewer

Job Description Under general supervision, supervises and participates in the business affairs related to the customer service operation of the Water and Sewer Division, including billing, revenue and accounts receivable analysis and control, delinquent accounts and meters. Essential Job Functions Operates and maintains computer software for utility billing. Supervises billing staff, meter readers, technicians, and installers; adheres to employees' labor contracts. Supervises the monthly billing of customers for water and sewer services; confers with customers on and resolves questions and complaints. Maintains records of receipts and billings, makes recommendations for revised organizational and operational procedures to improve fiscal management of the Water and Sewer Fund. Computes and establishes procedures for handling customer billing in exceptional cases, such as property transfers; determines action to be taken on delinquent accounts. Maintains records of meter installations, repairs, etc., account adjustments, hand billings, delinquent accounts and assessments. Supervises water meter reading, testing and replacement programs. Prepares legal notices for rate schedules, changes or assessments. Supervises water conservation program. Prepares budget for Customer Service section of Water and Sewer administration. Other Job Functions Evaluates established programs and proposes revisions to improve level of service. Performs other duties as assigned by Water and Sewer Administrator. Desirable Knowledge, Skills and Abilities Knowledge of the principles and practices of modern business accounting and office management. Knowledge of utility billing computer software, customer metering and billing procedures. Knowledge of statutory procedures for shutoff and lien placement and of State‑mandated programs. Ability to supervise and coordinate the work of subordinate clerical and field employees. Ability to communicate effectively with the public. Physical & Mental Effort / Environment & Working Conditions Able to push/pull objects less than 20 lbs. and able to lift light objects more than 20 lbs. Must be mobile and able to perform moderately difficult manipulative skills such as filing and using a calculator and able to sit or stand for prolonged periods and able to remain in uncomfortable position for long periods. Able to perform gross body coordination and to perform tasks which require hand‑eye coordination such as keyboard skills. Must be able to see objects far away as in driving; see objects closely as in reading a report; and discriminate colors. Able to hear normal sounds with some background noise as in answering telephone and able to distinguish sound as voice patterns. Able to communicate through human speech. Able to concentrate on fine detail with constant interruption. Able to attend to task/function for more than 60 minutes at a time. Able to understand and relate to specific ideas, generally several at a time, and to understand and relate to theories behind several related concepts. Able to remember multiple tasks/assignments given to self and others over long periods of time. Ability to work professionally with co‑workers, supervisors, customers and the public at large. Exposure to electro‑magnetic radiation as in computer screens. Minimum Training & Experience Possession of Associate's degree in accounting, business administration or related field. One (1) year of experience maintaining accounting records and three (3) years' experience supervising/managing in an office setting. One year of experience working with computerized utility billing system preferred. Benefits Medical Insurance Dental Insurance Life Insurance Voluntary Vision Insurance 14 Paid Holidays Alternative Workweek Schedule Eligible Sick Time Annual Leave Paid Parental Leave Defined Contribution Plan with 6% employer match Tuition Reimbursement & loan repayment assistance Access to fitness center The Town of Manchester is an eligible Public Service Loan Forgiveness (PSLF) employer. #J-18808-Ljbffr