What are the responsibilities and job description for the Account Management Supervisor position at Mount Pleasant Waterworks?

Job Description

Position Description

Supervises, directs, and evaluates performance of assigned staff; addresses staff concerns; identifies, directs, and schedules work; counsels, disciplines, and completes employee performance appraisals; provides regular training; plans and directs appropriate coverage during business hours; reviews timesheets, leave requests, and absences for approval / disapproval.
Responsible for interviewing, hiring, on-boarding, and training staff for success. Builds a strong team that adopts change and innovative thinking to deliver differentiated value to customers.
Plans and monitors expenditures and prepares and adheres to the annual Account Management budget.
Leads, plans, assigns, directs, trains, and participates in the more complex and difficult work of staff. Drives efficiency through automation, resource optimization, and utilization of digital tools.
Manages the effective, timely, and correct processing of all customer payments received through credit / debit cards, cash, check, electronic checks / bank payments and avoid posting errors and billing discrepancies.
Oversees coordination with the Accounting Department to ensure account receivables balance monthly to the banking information and the General Ledger, including resolving bank deposit discrepancies and processing returned payments.
Manages collections efforts for delinquent accounts including, but not limited to, balance transfers, late and non-payment charges, return transactions, past due notifications, service disconnection, monthly write-off, annual set off debt, account closure, etc.
Analyzes customer account activity to offer solutions when Supervisor approval is required.
Manages the bill adjustment process for repaired leaks and filling swimming pools, including calculating, analyzing, and approving customer credits; preparing adjustment recommendations for Customer Services Department Manager review and approval; responding to escalated customer disputes for denied applications and credits received; and managing all communications associated with the application approval and denials.
Manages the process for adding irrigation meter service to residential accounts and ensures effective coordination for timely cancellations and / or follow-up with customers.
Manages account loans, property liens, bankruptcy, and payoffs and ensures timely response to court-ordered documents and attorney communications.
Identifies and ensures high-quality customer service is provided at the drive-thru and in the lobby, through written communications, and appointments; takes immediate corrective action when communications with customers are incorrect or of poor quality.
Responds to and resolves escalated, complex, and time-sensitive customer inquiries and complaints.
Adheres to and ensures that operational policies and processes are consistently applied and understood by staff for effective implementation, including managing the development, improvement, and regular training of processes consistent with policy requirements.
Responsible for maintaining in-depth knowledge of the customer information system, online banking system, customer self-service portal, meter reading system, payment processor, organization’s website, and customer appointment system to effectively manage data contained therein and make recommendations for improvements to system capabilities.
Ensures staff have consistent and effective understanding of the system to effectively communicate account activity and services to customers. Ensures staff have consistent and effective understanding of all aspects of on-line portal to effectively communicate portal activity and profile to customers. Ensures staff have consistent and effective understanding of all aspects of the system to effectively communicate payment profile and activity to customers.
Develops and maintains functional knowledge of MPW’s online banking system for accessing and downloading payment transactions to upload to customer accounts.
Develops and maintains functional knowledge of the customer appointment system. Delegates and manages high-quality customer appointments (lobby and phone) when assigned to staff.
Develops and maintains extensive knowledge of all payment methods and options available to customers.
Identifies and reports trends in systems, voice of the customer, account activity, and processes and develops and presents recommendations for improvement. Ability to use data and analysis to inform decision making, balancing with the needs of the customer and employee.
Coordinates closely with all facets of Customer Services, various departments, and vendors to improve MPW operations and customer experience.
Aligns work efforts with the goals and projects to be implemented by the Customer Engagement Department Head, as set by the Customer Services Department Manager.
When assigned, participates in and networks with customer service organizations and committees on behalf of MPW, e.g. South Carolina American Water Works Customer Service Committee, etc.
When assigned, assumes supervision and position coverage.
Responsible for adhering to safety program requirements.
Performs other duties as required.

Required Skills and Abilities

Practical knowledge of customer service, data analysis, and critical thinking

Demonstrated self-awareness of behavior, tone, and words and its affect on staff and customers toward building and maintaining trust

Ability to empathetically listen to and effectively respond to staff and customer concerns and inquiries

Ability to inspire and guide the team towards achieving goals, while also having a clear vision of the department’s objectives

Ability to provide customers with courteous service and timely, accurate, and complete information

Responds to staff and customer conflict in calm, sympathetic, and helpful ways

Ability to exercise good judgement and discretion in the face of staff and customer conflict; analyzing challenges and crafting practical solutions quickly and efficiently for handling conflicts or unexpected situations

Demonstrates fairness and equity by treating all team members impartially and making decisions based on merit to build respect and maintain morale within the team

Ability to delegate tasks according to team members' strengths and promoting accountability and efficient workflow

Ability to foster a collaborative work environment through respectful communication, shared ideas, and support of work efforts

Ability to maintain a positive and encouraging attitude and help boost team morale, particularly in stressful situations

Flexible in adjusting to changing circumstances, such as a shift in department or organizational strategy

Invests in the growth of their staff, providing opportunities for professional development and guidance toward success

Excellent verbal and written communication skills

Excellent organizational and analytical skills, focus, and attention to detail in all aspects of work assignments

Ability to lead a team in a fast-paced, dynamic environment

Ability to consistently produce accurate, complete, and on-time work products

Demonstrates dependability through regular communication with manager, staff; follow-thru on work assignments; initiative; and regular, on-time attendance

Proficiency with Microsoft Office 365 applications, specifically Outlook, Word, Excel, PowerPoint and Teams

Ability to learn and become familiar with CIS, WaterSmart, Sensus Analytics, InvoiceCloud

Ability to operate office equipment, such as a computer, phone, calculator, and copier.

Minimum Requirements

Position requires three (3) to five (5) years of increasingly responsible experience leading programs, escalating customer interactions / service, and / or managing individuals / teams.

Position also requires a bachelor’s degree with course work emphasis in business, business administration or related field; supplemented by three (3) to five (5) years previous experience and / or training that includes communications, public relations, customer service, contact center phone system training, strong technology skills, experience implementing technology, and contact center supervisory work; or an equivalent combination of education, training, and experience.

Must obtain certification in American Water Works Association Customer Service Training Program and become a facilitator to conduct future in-house programs.

Computer skills with proficiency in customer information system, payment processing system, online portal, and meter management system and data.

Skilled in oral, written and electronic communication with the ability to establish and maintain effective working relationships with supervisors, coworkers and the public.

Demonstrates excellent collaboration and negotiation skills with the ability to drive mutually beneficial solutions with internal and external partners.

Mount Pleasant Waterworks is an Equal Opportunity Employer -

Company Description

Just minutes from historic Charleston, South Carolina and beautiful area beaches, Mount Pleasant Waterworks (MPW) is one of South Carolina's Best Places to Work 9 years in a row! We are a water and wastewater utility serving over 40,000 customers in the beautiful and expanding coastal locale of Mount Pleasant. MPW currently operates four reverse osmosis treatment facilities and buys wholesale water from Charleston Water System (CWS).

Company Description

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