Assistant Customer Service Manager

Description

Ensure accurate billing, responsive service, and reliable support for Greensboro’s water customers.

The Water Resources Customer Service Division manages billing, collections, and customer support for water and sewer services across the city. This team plays a critical role in maintaining public trust by ensuring that services are billed accurately and customer concerns are addressed promptly and professionally.

Compensation and Benefits:

Estimated Hiring Salary Range: $78,467-00 - $89,676.00 Full Salary Range: $68,154.00 - $121,959.00 Annually

Benefits:

The City of Greensboro offers an outstanding benefits package that supports your well-being.

Learn more Here

Work Schedule:
Monday-Friday 8:00 am - 5:00 pm

The Assistant Customer Service Manager oversees the daily billing and customer service operations while supporting staff performance and resolving complex account issues.

• Supervise, assign, review, and participate in daily operations, including billing, collections, accounting, and customer service functions
• Oversee new service applications, customer inquiries, and service requests
• Manage escalated issues, including meter investigations, tampering cases, leak adjustments, billing errors, and disputed liens
• Ensure equitable billing practices across complex account structures, including master/sub metered systems, deduct meters, and industrial user accounts
• Oversee tracking and billing for high-volume and specialized water users
• Support and troubleshoot systems, including enQuesta Customer Information System, Q-Minder, and Advanced Metering Infrastructure (AMI)
• Supervise staff, assist with hiring, coordinate training, and evaluate employee performance
• Monitor workflows to ensure efficiency, accuracy, and compliance with City policies
• Maintain oversight of manual billing processes and complex account adjustments
• Support building security and operational continuity
• Strong decision-making and accountability for billing accuracy and customer satisfaction
• Regular use of multiple systems and technologies to support operations
• Plays a key role in maintaining public trust through fair and consistent service delivery

• Strong leadership skills with the ability to guide and develop staff
• Deep understanding of billing systems, customer service operations, and account management
• Analytical thinker with strong problem-solving skills for complex billing issues
• High level of accuracy and attention to detail
• Ability to remain steady and professional when handling escalated customer concerns
• Comfortable working with multiple technical systems and troubleshooting issues
• Committed to fairness, consistency, and excellent public service

• Work is primarily office-based, with frequent computer and system use
• Requires attention to detail and the ability to manage multiple priorities
• Regular interaction with staff and customers, including escalated situations
• Occasional extended hours may be required to meet operational needs

This position offers advancement opportunities into roles such as Customer Service Manager, Revenue Manager, Water Resources Administration Leadership, or other senior operational roles within the City of Greensboro.

This job is Exempt and is not subject to the overtime provisions of the Fair Labor Standards Act.

Qualifications

Minimum Qualifications:

• Bachelor's Degree and 4 years of progressively responsible experience in Customer Service, Billing, or Metering Operations
  • "OR" an equivalency of an Associate's Degree with 2 years of progressively responsible experience in Customer Service, Billing, or Metering Operations
    • "OR" High School Diploma plus 8 years of responsible experience in Customer Service, Billing, or Metering Operations.
• Prior experience collaborating with internal and external stakeholders
• Valid Driver's License
• Experience using Microsoft Business Suite

• enQuesta or related utility billing software experience
• 5 years supervisory experience
• Knowledge of Water Resources billing, metering, and customer service information operations and administration