Customer Support Manager - Water System

Fayette Chamber of Commerce (GA); Fayetteville (GA); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Benefits

Job summary

Fayette Chamber of Commerce (GA) in Fayetteville, GA is seeking a full-time leader to oversee customer support operations, strategic direction, and continuous improvement of billing and service processes. You will supervise staff, manage revenue-related activities, and coordinate with local agencies to ensure compliant and efficient operations.

The role emphasizes hands-on management, staff development, and collaboration across departments to optimize workflows and service levels for the water

Qualifications

• High school education plus specialized training in related field

Responsibilities

• Oversee, supervise, hire, terminate, and discipline customer support staff.
• Conduct performance evaluations and training to ensure policy adherence and a safe working environment.
• Identify and implement guidelines and strategies to improve service levels, reporting, and workflows.
• Oversee delinquent utility billing operations for a water system with ~33,000 connections.
• Manage monthly billing cycles, meter readings, account maintenance, and final bill adjustments.
• Direct and assign tasks to customer support staff; manage mailroom operations and USPS workflow.
• Lead special projects related to customer support, outreach, and technology; perform data analyses.
• Respond to information requests from external agencies; regional water planning district and County Administrator.
• Handle escalated customer complaints and authorize corrective actions.
• Oversee insurance program related to Leak Protection; review eligibility and claims.
• Ensure compliance with Water Planning District requirements and Low Income Assistance Program.
• Develop annual budgets for customer support and utility billing operations.
• Process requisitions and manage billing equipment contracts; coordinate with purchasing agents.

Job description

This is a full-time position with benefits. This position is responsible for overseeing and contributing to the management, strategic direction, and continuous improvement of customer support operations and initiatives.

Major Duties Include But Are Not Limited To

• Supervises, hires, terminates, and disciplines staff.
• Conducts performance evaluations, trains staff, ensuring employees follow policies and procedures to maintain a healthy and safe working environment.
• Identifies and develops new guidelines and strategies for service level improvements regarding customer support business practices, activity reporting, and workflow efficiency.
• Oversees revenue collection operations of delinquent utility billing customer accounts for a water system serving approximately 33,000 connections.
• Oversees monthly account cutoffs based on account delinquency history and special circumstance.
• Manages processes to ensure monthly water utility billing cycles are conducted. This includes oversight of importing and exporting meter readings; maintenance of individual accounts; calculating monthly bill charged; and reviewing final bill adjustments.
• Directs and assigns task to customer support staff.
• Manages mailroom operations including; courier schedule and operations, utility bill stuffing and mailing, processing and posting customer revenue payments received in bulk mail and drop box mail. Oversees business with US Postal Service.
• Manages and performs special projects related to customer support operations, customer outreach, enhanced technology and implementation; leads special data analysis projects.
• Responds to request for information from outside agencies; Metro North Georgia Water Planning District and County Administrator.
• Handles escalated customer complaints by evaluating issues, determining appropriate resolutions, and authorizing corrective actions in accordance with established best practices.
• Manages Leak Protection Program insurance program. Is the official Board of Commissioners designee to review and determine eligibility and claim amounts.
• Manages Metropolitan North Georgia Water Planning District Water Management Plan requirements.
• Manages Low Income Assistance Program.
• Develops annual customer support and utility billing operations budget.
• Enters requisitions, 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.
• Performs other related duties as assigned.

Minimum Qualifications

• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a high school education.
• Experience sufficient to thoroughly understand the work of subordinate positions to be able to answer questions and resolve problems, usually associated with one to three years’ experience or service.
• Possession of or ability to readily obtain a valid driver's licenses issued by the State of Georgia for the type of vehicle or equipment operated.

Starting Salary - $55,635.17

To Apply - Fayette County, GA