Overview

The purpose of this position is under the guidance of the Director-Customer Relations, the incumbent supervises the Customer Care and Customer Accounts & Administration teams. The incumbent manages the department consistent with company policy and actively seeks ways to ensure service level standards are upheld in support of a exceptional service relationship between WaterOne and its customers.

WaterOne is an independent public water utility. We’ve been proudly serving the Johnson County, Kansas area since 1957. Every day, nearly 455,000 customers rely on WaterOne to provide fresh, clean water on demand. It’s a responsibility we deliver on. Our passion is water, because water touches everything we care about: family, health, safety, and community. We serve our community by bringing award-winning water to their homes, businesses, and public places.

WaterOne provides competitive benefits and compensation ranges. Selected candidates are placed in the position’s pay range based on their qualifications.

Pay Range: From $104,200/year

Responsibilities

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

• Ensures customer complaints and service requests received by Customer Service are addressed per utility rules and regulations and resolved in a satisfactory manner consistent with policies and procedures.
• Continually evaluates and optimizes technology solutions/software in partnership with internal stakeholders and leads process enhancements that result in greater efficiencies for internal and external stakeholders of the department’s services.
• Continually leads and directs the development and implementation of business processes, procedures, and programs related to customer service operations to ensure exceptional quality that is timely and accurate.
• Owns the functionality of operational and customer-facing solutions, including leading RFP processes.
• Establishes and monitors communications to ensure information provided by department staff is accurate, presented professionally consistent with our values, and promotes WaterOne’s services and informational campaigns.
• Develops and maintains all department documentation and provides training in support of those SOPs.
• Leads the development and monitoring of departmental performance goals and strategic planning.
• Evaluates staffing needs and makes recommendations for ensuring staffing efficiency through a coordinated “Team” structure.
• Monitors department work flows and assigns work functions that ensure performance standards, peak department efficiency, and sustainability through cross-training.
• Performs personnel related duties such as interviewing and selecting of new employees, preparation of performance appraisals, and provides discipline, coaching, employee development, and praise as appropriate.
• Develops, maintains, and provides detailed metrics and reports related to departmental matters.
• Provides regular and timely communication and information sharing with department staff, peers, and executives.
• Develops operating and capital budgets for the department and reviews current budget status at least monthly.
• Ensures department related information contained on customer-facing platforms and materials is accurate and customer-focused.
• Ensures departmental collection policies meet the financial and operational goals of WaterOne.Makes final decision related to non-high bill adjustments and write-off of delinquent balances; monitors adjustments for alignment with utility rules and regulations.
• Validates monthly bills received from vendors including answering service, billing service, and all other customer service-related functions provided by outside agencies.
• Support resolution of customer billing postings, unclaimed property, one-off, or sales tax issues to ensure accurate revenue reporting, process handling, and state filings.
• Ensures accountability of vendor performance, including meeting regularly with each vendor to ensure the optimum operation of the systems and service levels.
• Fulfills “administrator” role and is the “expert” using the various platforms provided by outside vendors used to administer, monitor, and control services used by the Customer Service Department.
• Monitors agency assistance programs and recommend changes to WaterOne’s involvement as appropriate.
• Perform other job duties as assigned.

Qualifications

Required Education, Skills & Experience

• Bachelor’s degree in business administration or closely related field from an accredited four-year college or university and three years of progressive experience in a supervisory/management role.
• Have proven decision making, leadership, and problem-solving skills.
• Excellent verbal and written communication skills. Must be a good listener.
• Exercises professionalism, good judgment, and discretion in maintaining working relationships with all levels of utility management, employees, customers, and elected officials.
• Demonstrates a high degree of initiative, assertiveness, and self-motivation.
• Decisive and exercises good judgment. Maintains confidentiality while dealing with sensitive and complex issues.
• Competency with MS Office software.
• Attain working knowledge of WaterOne's rules & regulations, Personnel Policies, Emergency Operations Plan, and stay current on significant current events related to WaterOne.
• Quickly adapts to changing work conditions/ priorities and meets critical deadlines. Requires the ability to work well under pressure.
• Dependable with excellent attendance.
• Must pass post offer medical exam, including drug screen and background verification (may not apply to current employees).

Preferred Education, Skills & Experience

• Experience managing high-performing teams in a hybrid work environment.
• Previous experience with integration and management of Customer Information Systems (CIS), Customer Request Management systems (CRM), and contact center management systems.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

While performing the duties of this job, the employee must be able to lift/move items weighing up to 20 pounds occasionally. The employee must be able to use a computer for multiple hours a day. The employee must be able to move occasionally from one location to another or be able to remain in a stationary position for up to several hours a day. The employee must be able to use office productivity equipment such as a personal computer, calculator, printer, and copy machine. The employee must be in possession of a licenses and be able to operate a vehicle at any given time. The employee must be able to distinguish colors. The employee must be able to position self to inspect or view equipment and field activities on occasion.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in both the field and a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually moderate except when in the field on a jobsite.

Equal Opportunity Employer

WaterOne is an equal opportunity employer and upholds a non-discrimination policy. We prohibit discrimination on the basis of race, national origin, gender, sexual orientation, religion, disability, age, military status, or marital status in making employment and business decisions. We also prohibit harassment and retaliation in the workplace and in our dealings with the public. We encourage and welcome diversity of backgrounds in our workforce. WaterOne complies with the Immigration Reform and Control Act (IRCA).

Complete job description is available upon request and will be provided during the selection process.