UTILITY ACCOUNT MANAGER

Position is open until Thursday, October 30, 2025, at 4:30 PM EST

PRIMARY RESPONSIBLITIES:

The Utility Account Manager is responsible for developing and maintaining strong relationships with key Residential and Commercial customers to ensure reliable utility service, personalized support, and long-term satisfaction. This role acts as the primary point of contact for assigned customers and ensures alignment between customer needs and utility operations. The Utility Account Manager oversees project coordination, energy efficiency, and renewable energy initiatives. The Utility Account Manager maintains accurate customer data to support strategic planning. Responsibilities also include project management of other utility-related projects as assigned.

ESSENTIAL JOB FUNCTIONS:

• Serves as the single point of contact and manages accounts for assigned key residential and commercial customers, ensuring consistent communication, and high-quality service.
• Leads the development, improvement, and ongoing maintenance of the account management tool or platform used to track customer activity, service coordination, and performance metrics.
• Manages Project Coordinators to ensure timely and effective execution of utility infrastructure projects, service upgrades and service installations, as well as the coordination of utility activities within all city departments.
• Manages energy efficiency programs and associated consultants, ensuring effective design, implementation, customer engagement, and achievement of program goals is in alignment with organizational objectives and strategic plan.
• Coordinates with customers and internal teams on outage planning, emergency preparedness, and continuity of operations.
• Develops, manages, promotes and facilitates participation in energy efficiency programs, distributed generation, solar initiatives, and other customer-focused energy related projects.
• Maintains and updates comprehensive records for customer accounts, including service needs, agreements, infrastructure layouts, usage profiles, and communication logs.
• Ensures data integrity across internal systems used for billing, project tracking, and service management.
• Analyzes customer usage trends to identify operational improvements, cost-saving opportunities, or additional service needs.
• Educates customers on rate structures, utility charges, metering requirements, and strategies to reduce consumption and demand.
• Leads the onboarding and orientation process for new or upgraded utility accounts, ensuring customers understand expectations and processes.
• Tracks and resolves customer inquiries, concerns, and service requests with appropriate follow-up.
• Prepares and presents internal reports summarizing customer status, project milestones, and account performance.
• Represents the utility at customer locations, business events, and community forums to support engagement and development efforts.
• Performs other related duties as assigned.

QUALIFICATIONS:

Education and Experience:

• Bachelor’s degree with at least four (4) years of experience in customer account management, project coordination, customer relations, energy efficiency or utility operations

OR

• Associate degree and at least six (6) years of experience in customer account management, project coordination, customer relations, energy efficiency or utility operations may be considered in lieu of a bachelor’s degree

OR

• Eight (8) years of experience in customer account management, project coordination, customer relations, energy efficiency or utility operations may be considered in lieu of education.

• Experience supporting key and critical customers, such as hospitals, manufacturers, or government agencies, or other large commercial/industrial accounts.

• Experience in supervisory or team-lead role.

Knowledge, Skills and Abilities:

• Working knowledge of electric, natural gas, water, and wastewater services and applicable rate structures.
• Familiarity with energy efficiency programs, demand-side management, and renewable energy technologies (e.g., solar).
• Experience supporting project timelines and interdepartmental coordination.
• Ability to analyze technical and usage data and present it to non-technical stakeholders.
• Strong ability to manage and interpret customer and utility data to support operational planning and customer strategy.
• Excellent communication, organizational, and interpersonal skills with a customer-focused approach.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and experience working with internal customer management and billing systems.

PHYSICAL DEMANDS:

The physical demands of this job are extensive and cannot be effectively summarized. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Important Information

In order to be considered applicants must demonstrate on their application that they meet the minimum qualifications as stated in the job announcement.

You must reside within the City of Norwich 60 miles from Norwich within one year of appointment.

Examination will consist of 100% oral

AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

Disclaimer

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.