Description

The Customer Accounts Manager is responsible for directing, planning, and coordinating staff activities related to customer account management, billing, cashiering functions, and general office operations within the Water and Power Authority. This role ensures accurate billing, payment processing, and account adjustments while overseeing in-office and electronic payment reconciliation. Additionally, the position collaborates with Finance Managers to identify and implement process improvements across finance teams to enhance efficiency and service delivery.

Requirements

• Assumes overall responsibility for the daily billing and cashier functions, including customer service provided by staff performing those duties. Oversees and streamlines the billing and collection processes.
• Coordinates activities between Customer Service personnel and Customer Accounts personnel concerning analyses of and adjustments to customer accounts when necessary.
• Reviews analyses of customer accounts and authorizes adjustments in accordance with assigned discretionary authority, and in consultation with the Division Director when necessary.
• Works closely with managers in other departments and coordinates any necessary interaction between the Customer Accounts Department and other departments (e.g., Meter Services/Reading, Information Technology, Key Accounts, General Counsel, Collections, etc.).
• Represents the Authority in court cases related to billing problems and bankruptcy proceedings.
• Interviews customers to resolve difficult questions or situations about their bills that cannot be resolved by Customer Service personnel.
• Responds promptly to customer billing complaints and other billing issues referred by Customer Service representatives or forwarded from the Public Services Commission and assists supervisors and Customer Service personnel with difficult customer complaints.
• Ensures the accuracy of customer billings and the timeliness of monthly billings in accordance with approved billing schedules.
• Supervises the billing of new accounts and the timely termination of final accounts.
• Instructs staff in proper work procedures.
• Assumes responsibility for developing and implementing reporting procedures.
• Submits daily, weekly, monthly, or other reports as required, detailing Customer Accounts Department activity, billing, and/or cashiering activities.
• Prepares summaries, cash flow projections, reports, and other information in requested formats.
• Oversees staff assignments and reviews completed work to ensure it complies with standard operating policies and procedures.
• Reviews work in progress and completed work of subordinates. Evaluates employee performance, provides coaching and mentoring, and recommends methods to improve skills.
• Interprets and ensures compliance with policies, rules, and regulations for electric and water services. Makes process improvement recommendations and trains staff as needed.
• Prepares, presents, and manages the approved department budget.
• Initiates personnel actions such as promotions, transfers, and disciplinary measures.
• Approves time and attendance records.
• Trains members of the Customer Accounts Department and orients new employees to departmental routines.
• Performs other duties as assigned by senior management.

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES: 

• Thorough knowledge of modern office practices and procedures.
• Knowledge of the rules, regulations, and procedures governing the collection of cash on delinquent accounts and the application for electric service.
• Proven ability to perform strategic planning and priority setting for a billing department.
• Proven track record of improving process efficiencies and solving problems.
• Strong leadership skills with the ability to motivate direct reports.
• Detail-oriented with a good knowledge of basic accounting principles and practices.
• Proficient in PC use, Microsoft Office Suite, and other necessary software applications.
• Excellent communication skills, both written and verbal, as well as strong interpersonal skills.
• Excellent analytical and problem-solving skills.
• Ability to manage multiple projects concurrently.
• Ability to instruct subordinates in proper procedures for handling collections and customer complaints.
• Ability to interpret and explain moderately complex rules and regulations.
• Ability to make oral and written presentations in a clear and concise manner.
• Ability to establish and maintain effective working relationships with the public, employees, and other job-related contacts.

Education & Experience:
Graduation from an accredited college or university with a degree in business administration, accounting, or a related field. Six (6) years of progressively responsible experience in customer service and/or billing (such as in a public utility or public relations environment) preferred, including at least three (3) years in a supervisory capacity.