Customer Service and Billing Manager

U.S. Water Services Corporation is a well-established and diverse water and wastewater utility organization specializing in utility maintenance, operations, engineering, and construction services. U.S. Water is a fast paced and rapidly expanding company headquartered in New Port Richey, Florida with a staff of over 750 employees in twenty states.

Customer Service and Billing Manager

Company:

• Office located in New Port Richey, Florida
• Stable career in a recession-proof industry
• In business since 2003

Interview Process:

• The first level is virtual with an In-Person follow-up.

Major Duties and Responsibilities

• Manages and maintains responsibility for the integrity and effective operation of all utility billing functions and analyzing data for billing activities, meter reading, cashiering, customer service, account maintenance, and collections functions.
• Provides day-to-day leadership and works with staff to ensure a high performance, customer service-oriented work environment which supports achieving the department and the Company’s mission, objectives, and strategic plan.
• Ability to multi-task and manage multiple projects concurrently while working with tight deadlines and shifting priorities.
• Receives, investigates, and responds to difficult and sensitive problems and complaints in a professional manner; identifies and report findings and takes necessary corrective action.
• Ensures staff observe and comply with all Company mandated safety practices, rules, regulations, and protocols.
• Effectively represent the department and the Company in meetings with governmental agencies; community groups; various businesses, professional, and regulatory organizations; and in meetings with individuals and Company stakeholders.
• Provide support to ensure compliance with internal and external control standards and all mandatory regulatory and contractual requirements through the implementation and oversight, as well as through ongoing audits.
• Stays abreast of new trends, innovations, and technological advancements in the utility billing field, analyzes all utility billing functions and processes, and designs and implements process improvement strategies for enhancing effectiveness and efficiency.
• Ability to supervise staff, provide training and development opportunities, ensure work is performed effectively, and evaluate performance in an objective and positive manner.
• Performs other duties as assigned and/or required.

Knowledge, Skills, and Abilities:

• Knowledge of business management and customer service functions.
• Working knowledge of principles and practices of billing operations, meter reading, customer service, collections, accounting, and reporting.
• Intermediate or advanced skill in Microsoft Office Products (Word, Outlook, PowerPoint, and Excel) and the ability to learn new software quickly.
• Ability to prepare accurate utility billing related reports and analyses, with strong attention to detail.
• Strong analytic, organizational, and communication skills.
• Ability to build consensus through communication and shared decision-making.
• Knowledge of operations, services, and activities of water and sewer utilities.
• Administrative ability and skill in maintaining effective public relations; good judgement; tact and courtesy.
• Ability to plan and supervise the work of large and diverse groups of employees. Leadership qualities needed to motivate and direct staff.
• Ability to work independently on assignments with limited supervision, exercising personal initiative and making informed decisions based on established policies and procedures.

Qualifications:

• Bachelor’s degree in accounting, business administration or a related field, and five (5) years of progressively responsible customer service experience, including at least three (3) years in a supervisory capacity; OR any equivalent combination of experience and training which provides the required knowledge, skills, and ability to manage people.
• Minimum of three (3) years of experience in call center management and/or billing, collections, and metering operations preferably in regulated utility.

Compensation and Benefits: Pay is commensurate with experience and market-reflective. US Water/USW Utility Group offers a comprehensive benefits package including medical, dental, vision, life insurance, short/long-term disability, health reimbursement arrangement (HRA), paid time off, holiday pay, floating holiday and 401(k) with company match.

*Please note, applicants will be required to pass a background check.

US Water/USW Utility Group offers competitive wages and benefits and is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected status.

Job Type: Full-time

Pay: $74,500.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Supervising: 3 years (Required)
• customer service, billing, collections: 3 years (Preferred)

Language:

• Spanish (Preferred)

License/Certification:

• Driver's license (Required)

Ability to Commute:

• New Port Richey, FL 34652 (Preferred)

Willingness to travel:

• 25% (Required)

Work Location: In person