Manager, Customer Support jobs in Atlanta, GA

AMI Customer Support Manager WCS/10-140
Water System-Customer Service

JOB SUMMARY

This position serves as Advanced Metering Infrastructure (AMI) Program Manager and is responsible for the end-to-end
operations of the Advanced Metering Infrastructure system. This position analyzes the enhanced monitoring data,
generates analytical reporting, and provides technical expertise to ensure continued AMI success.

MAJOR DUTIES

1. Supervise, hire, terminate, and discipline staff. Conduct performance evaluations; train staff; ensure employees
follow policies and procedures; maintain a healthy and safe working environment.

2. Oversees the AMI Enhanced Monitoring Program. Monitor, analyze, and generate analytical reports of enhanced

monitoring progress. Ensures departments initiatives of providing AMI enhanced monitoring services of 32,000
customer connections through AMI dashboard data management.

3. Develops recommendations for service level improvements regarding AMI practices and operations. Coordinate

with AMI Customer Response Supervisor and other users to support end-to-end operation of the AMI system.

4. Provides highly technical support to AMI administrators and users related to system and equipment; Provides
expertise of Meter Data Management System of AMI program for billing determinants, functionality configuration,
and data delivery services.

5. Manages and promotes ongoing efforts of AMI Eye-On-Water self-service customer portal activity for customers

to utilize the software's capabilities to monitor water consumption and proactive detection of unusual usage due to
water leak impacts.

6. Oversees customer support operations including front counter cash handling, customer requests, account

changes for new or termination of service, delinquent accounts, coordination with field technicians, etc. Oversees
utility billing process meter data, calculating, generating, and printing water bills. Oversees mailroom operations
including utility bill stuffing and mailing, including managing Postal One software.

7. Manages the overall health of the AMI system ensuring efficient performance and as designed. Analyzes and
resolves AMI Meter Data Management System technical issues. Escalate issues as they arise to ensure system
performance are within required limits.

8. Manages and performs assigned projects related to the AMI program, customer support and outreach, enhanced

technology; develops and maintains detailed project plans; coordinates project deliverables and progress reports,
responds to request for information from outside agencies; Metro North Georgia Water Planning District and
County Administrator.

9. Provides technical assistance and information to development professionals, elected and appointed officials,

County Administrator, County Attorney, public and other staff regarding complex water system development and
plan-related information. Coaches and assists staff in providing this information.

10. Conducts in-service support training to all utility billing and customer support staff to AWWA Communication and

Customer Relations Management standards.

11. Develops annual customer support and utility billing operations budget. Manages all billing operation service
agreements and contracts for automated financial electronic imaging equipment for electronic deposits according
to best accounting standards. Coordinates with County purchasing agents on billing equipment contracts.

Water System-Customer Service

KNOWLEDGE REQUIRED BY THE POSITION

1. Knowledge of Advanced Metering Infrastructure systems and configuration, meter data management systems,

utility billing software and content management, customer service and general office software and programs.
2. Knowledge of customer support, utility billing, and mailroom payment processing operations.
3. Knowledge of Water System operations and county procedures and policies.
4. Knowledge of generally accepted accounting principles, utility billing revenue collection, and financial electronic

imaging for automated deposits.
5. Skill in program management, planning, organizing and implementation.
6. Skill in leadership, coaching, and training and management of personnel.
7. Skill in the provision of customer services relating to a utility; adhering to AWWA Communication and Customer

Relations standards.
8. Knowledge of county policies and procedures.
9. Knowledge of computers and job-related software programs.

SUPERVISORY CONTROLS

The Water System Business Operations Manager assigns work in terms of general instructions. The supervisor spot-
checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final result.

GUIDELINES

Guidelines include county and department policies and procedures, county ordinances, and Environmental Protection
regulations. These guidelines require judgment, selection, and interpretation in application.

COMPLEXITY/SCOPE OF WORK

• The work consists of related administrative and supervisory duties. The time restraints with processes evolving

• The purpose of this position is to develop, manage and analyze Advance Metering Infrastructure Solution data.

CONTACTS

influence persons.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping.

• The work is typically performed in an office.
  

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

This position has direct supervision over the Customer Support Supervisor.

SPECIAL CERTIFICATIONS AND LICENSES

• Possession of a valid State of Georgia driver's license (Class C) and a satisfactory Motor Vehicle Record (MVR)

Water System-Customer Service

Transportation Defensive Driving Course and/or Emergency Vehicle Operation Certification within twelve (12)
months of employment.

ADA COMPLIANCE

accommodations to qualified individuals with disabilities. Prospective and current employees are invited to
discuss accommodations.

HIPAA COMPLIANCE

security of Protected Health Information (PHI) however it is obtained, handled, learned, heard or viewed in the
course of their work.

DRUG AND ALCOHOL COMPLIANCE

employment will undergo testing for the presence of illegal drugs and alcohol as a condition of employment. In the
course of employment, employees are subject to random, reasonable suspicion, post accident and routine fitness
for duty testing for illegal drugs and alcohol abuse. Employees are prohibited to work under the influence, to
possess, to distribute or to sell illegal drugs in the work place or abuse alcohol on the job. Confirmed positive is
reason for denial of employment and/or termination.

MINIMUM QUALIFICATIONS

vehicle or equipment operated.