CUSTOMER SERVICE and BILLING MANAGER

Are you looking for a fascinating and unique job opportunity? Do you want to help make a difference in helping to serve our community?

Check out this great full-time position in the Customer Service Department at Arapahoe County Water and Wastewater Authority.

Arapahoe County Water and Wastewater Authority (ACWWA, pronounced Aqua) provides the drinking water and wastewater services to the people living and working within its service area. The service area is comprised of about 3,500 residences and businesses located primarily in Arapahoe and northern Douglas Counties.

ACWWA offers excellent benefits that include a pension plan with 5% match, Health, Vision and Dental coverage, Life insurance, Vacation and Sick Leave

The Customer service Billing Manager works under general supervision of the General Manager, oversees and manages the customer service, billing and collection activities and the day-to-day office operation. The Billing and Customer Service Manager is responsible for ensuring customer satisfaction by addressing inquiries, resolving issues, and facilitating effective communication between customers and vendors of our organization.

• The Billing and Customer Service Manager is responsible for the effective administration and management of ACWWA’s Customer Service, Billing and Collections functions. Including working with other departments to solve issues, track performance, addressing customer questions and concerns with empathy and efficiency. Ensuring accurate meter reading and billing processes. Leads the effort to resolve complex customer service/billing issues. Evaluating department processes and regulations and recommending/implementing improvements.
• Supervises and support to the Customer Service/Billing Team
• Manages and maintains the Customer Service Information (CUSI) program, trains and provides technical support to others to use the program.
• Works closely with the Finance Department and Engineering/Operations Departments to address common issues.
• The Billing and Customer Service Manager operates as ACWWA’s Public Information Officer (PIO). This would include the content management of ACWWA’s website, customers outreach communication, education to the public, relationship with other partners such the City or the State. Establishes and maintains cooperative working relationships with co-workers, outside agencies, and the public.
• Provides leadership and oversight regarding ACWWA’s administration office. Manages outside service companies working in the building and general office management responsibilities to help keep an efficient, safe and enjoyable environment.
• A key leader in supporting ACWWA’s culture.
• Organizes and maintains records management systems and various administrative files.
• Act as the liaison to ACWWA’s Board of Directors
• May lead company initiatives and projects.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• Principles, practices and methods of remittance processing and customer billing
• Principles and practices of internal control and internal processes for adjustments
• Principles and practices of business information processing particularly related to the processing of customer accounts billing and remittance processing
• The operations and requirements of ACWWA’s service rules and unique billing groups
• Principles and practices of effective management and supervision
• Customer service operations and handling of complaints
• Water delivery systems and wastewater collection facilities
• District policies regarding the establishment of:

ü water delivery and billing for irrigation,

ü domestic and sanitation services,

ü meter reading

• Filing methods and record keeping principles and practices
• Geography of the district, the location of meters and facilities and legal property descriptions
• Principles of office management
• Correct English usage, spelling and grammar and proper letter writing techniques

Ability to:

• Oversee call center operations and efficiencies
• Analyze and resolve customer complaints
• Instruct, train and supervise personnel in customer billing and customer service operations
• Oversee cash collections, maintenance of accurate accounts status information and reconciliation of cash balances
• Analyze and make sound recommendations on complex customer billing and remittance processing issues
• Understand, interpret, explain and apply District policies and procedures regulating customer billing and customer service
• Prepare clear, concise and comprehensive reports and written materials
• Develop operating policies and procedures
• Exercise sound independent judgment within general policy guidelines
• Implement best management practices
• Establish and maintain effective working relationships with all levels of management, staff, external contacts and customers
• Ensure the proper maintenance and preparation of records and reports