Manager of Customer Service and Meter Reading

   

Summary/objective

Provides leadership, coordination, and oversight of Customer Service, and Meter Reading operations. Ensures efficient departmental operations, regulatory compliance, customer satisfaction, accurate customer account management, and reliable meter data administration. Create and maintain an environment favorable for growth of employees as well as the overall organization. Develop office routines which best utilize personnel while offering the best service to customers and providing the timeliest information to management. Assist other department managers in customer service-related endeavors as well as provide input on the formation of policies, objectives, and general philosophy as a member of the management staff.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Directs and is responsible for Customer Service, and Meter Reading operations, and the collection of delinquent accounts, ensuring all departmental activities are conducted in accordance with approved policies and procedures.
• Manage and coordinate departmental administrative functions supporting Customer Service and Meter Reading operations, including workflow improvements and operational efficiency.
• Monitors the accuracy, completeness, and integrity of customer and Meter Reading data. Reviews exception reports, analyzes system performance metrics, identifies trends requiring corrective action, and coordinates with IT, GIS, Water Accountability, and other departments to resolve data quality issues and improve operational performance.
• In coordination with the AMR/AMI Supervisor and Billing Administrator, oversees Meter Reading operations to ensure timely and accurate meter reads, data collection, system uploads, billing accuracy, and customer account integrity. Monitors system performance through operational reports, exception reporting, and performance metrics; investigates and resolves metering and billing discrepancies; coordinates with IT, GIS, Water Accountability, vendors, and other departments to address system issues; and recommends process and system improvements to enhance operational efficiency and data quality.
• Recommend policy revisions to ensure policies are in compliance with all regulations and requirements while communicating policy to assigned personnel.
• Assists all assigned employees in interpretation of policy.
• Shares with other management staff members in the responsibility of the selection, implementation, preparation, and maintenance of an integrated information system to meet the needs of the administration department as well as all organizational needs.
• Assists with personnel matters, employee performance management, coaching, and departmental employee relations in coordination with the Human Resources Manager, ensuring compliance with District policies and applicable employment practices.
• Maintains active relationships with business, civic, and governmental organizations which will reflect favorably on the water district’s image as an integral force within the community.
• Assists in the implementation of changes in rates and charges and effectively communicating changes to customers
• Possesses and applies advanced knowledge of utility tariffs and regulatory frameworks, with specific expertise in Public Service Commission (PSC) requirements, to ensure compliance and support informed decision-making.
• Maintains a comprehensive understanding of departmental procedures and their impact on all other divisions within the water utility, promoting coordination, efficiency, and organizational effectiveness.
• Performs department employee performance evaluations.
• Keeps General Manager and Human Resources Manager advised of any informalities internal and/or external along with any overall personnel and customer problems or other needs within the organization.
• Works according to safety standards and polices adopted by Warren County Water District, is responsible for his or her own safety, and reports all incidents to his or her supervisor.
• Complies with all local traffic laws, regulations, and safe practices while operating any company vehicle.
• Must be willing to obtain First Aid/CPR certification upon employment.
• Other duties as assigned.

 

Competencies

• Strong leadership and organizational skills
• Knowledge of utility operations, customer service systems, and water accountability principles
• Demonstrates excellent verbal and written communication skills, with the ability to communicate effectively with customers, employees, regulatory agencies, vendors, and management while maintaining a professional and solution-oriented approach.
• Must have knowledge and understanding of current office leadership, principles and practices.
• Skills in organization, planning, directing, and controlling operations and supervision of office services and personnel management.
• Skills in motivating, training, and evaluating employees to achieve their highest degree of productivity.
• Apply confidentiality to all areas of sensitive employee and customer information.

Reporting relationships

• Reports to: General Manager
• Directs: Customer Service Supervisor, AMR/AMI Supervisor

Work environment

• Some work in and out of an office environment.
• Some after-hours work required.

Physical demands

Lifting up to 15 pounds may be required.

Travel required

Some travel in and around the system will be required. Must be willing to attend courses related to work.

Education and experience

• College degree in Business Administration and/or Leadership preferred.
• Three to five years’ experience in office management.  Utility management is preferred.

Additional eligibility requirements

• Must possess and maintain a valid driver’s license.
• Must be willing to obtain First Aid/CPR certification upon employment.

 

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Warren County Water District is an Equal Opportunity Employer and is committed to providing reasonable accommodations to individuals with disabilities in the employment application and interview process. If you require an accommodation to apply for a position or to participate in an interview, please contact Human Resources at 270-842-0052. Requests will be kept confidential and handled promptly.