Harpeth Valley Utilities District (HVUD) has an exciting opportunity for an experienced Customer Service Manager within the water and wastewater industry. Reporting directly to the Fiscal Officer, this position is responsible for overseeing the day-to-day customer service and billing activities of HVUD.
Harpeth Valley Utilities District is a water and wastewater utility in Nashville Davidson County, Tennessee that provides clean drinking water and waste-water service to approximately 19,000 direct customers. In total HVUD provides water to 250,000 people in Davidson and Williamson counties.
Education, Work Experience, and Qualifications
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Job Details· Full time, exempt position Monday – Friday; 8a – 5p. · Onsite office setting. · Salary range = $96k – $113k. · Benefits include medical, dental, vision, defined benefit pension plan, short- and long-term disability, life insurance, employee assistance program, paid vacation, sick time, and holidays. |
Essential Duties and Responsibilities
- Plans, prioritizes, assigns, manages, supervises, reviews, and participates in the work of staff responsible for assigned Customer Service Department services and functions; ensures work quality of staff and adherence to HVUD policies and procedures and that of regulatory agencies.
- Oversees addition of new accounts, customer billing, payment processing, and debt collections; intervenes in and resolves customer issues and concerns following established policies.
- Establishes staffing schedules and resources to meet the demands of assigned tasks and customer demands, coordinates activities with other employees, departments, and outside agencies.
- Participates in the development and implementation of goals, objectives, priorities, and policies and procedures including annual budgets of the Customer Service Department.
- Participates in the selection, training, and evaluation of departmental staff.
- Oversees the verification of the cash drawer balancing, cash handling procedures, depositing of customer payments and various other monetary instruments to HVUD’s banking institutions.
- Assists the Fiscal Officer with independent audits and other complex responsibilities; prepares and presents customer service and billing reports to the management team and the Board of Commissioners as needed.
- Prepares analytical and statistical reports related to customer service, billing, collections, and other operations and activities within the Customer Service Department.
- Works with the Information Technology staff and third-party vendors to ensure integration and integrity of customer service and billing computer systems.
- Maintains schedules for HVUD ratepayers that explain and effectively communicate HVUD’s water and sewer rates and fees.
- Leads HVUD’s public relations activities to enhance customer and community relations.
- Develops customer communication content and works with the Information Technology staff to display on HVUD’s website.
- Researches and analyzes new equipment, computer technology, and methodologies to help streamline work processes and customer service and billing procedures.
- Ensures departmental compliance with HVUD’s safety policies and safety codes, laws, rules and regulations of regulatory agencies.
- Performs other related duties as required.
Interested and qualified candidates can send a resume to HR@hvud.com.
Priority will be given to applicants in the Nashville area.
