Account Services Manager

Aquatera Utilities Inc.•Grande Prairie, AB

About The Position

The Account Services Manager is responsible for managing Customer Service, Billing, Collections, Bulk Water and General Accounts Receivables for Water, Wastewater and Solid Waste Services within Aquatera’s service area. Administration and collection of Aquatera’s Infrastructure Charge and Meter Fees. This role is accountable for executing tactics that embody value for all customers that require Aquatera services.

Requirements

Bachelor of Commerce Degree and/or Diploma in Management
Adopt continuous improvement principles
3-5 years’ experience in management
3-5 years’ experience in providing high quality customer service
Advanced computer knowledge for systems integration, conversions, and implementation of new technology
Knowledge and experience in call centers, utility billing, and work order systems
Technical knowledge of water meter measurement applications, installations, and meter systems
Department level financial management experience
Proficient in Microsoft Office Products and Crystal Reports
Strong interpersonal communication, leadership, and conflict resolution skills
Strong analytical, problem solving, and organizational skills
Legally entitled to work in Canada without limitations
Valid Class 5 driver’s license and satisfactory driver’s abstract
Satisfactory criminal record check
Pass comprehensive drug and alcohol test

Responsibilities

Manage and develop a high performing team of employees
Provide the highest quality of customer service as the Account Services Department is the primary customer contact for Aquatera
Ensure all services and products are accurately metered and billed
Ensure monies owed to Aquatera are collected
Provide leadership, coaching, development, training, and recognition for all employees
Manage recruitment, performance management, progressive discipline, and conflict resolution for department
Promote Aquatera’s Health & Safety Program, and comply with Aquatera’s Health & Safety Policy and Alberta’s Occupational Health & Safety Act, Regulation, and Code
Ensure employee safety, wellness, morale, and a supportive teamwork environment
Manage department processes, priorities, and resources
Manage effective billing, payment, and collections processes
Promote and develop continuous improvement initiatives to ensure best practices are being implemented
Protect customer data integrity within FOIP and PIPA guidelines
Manage regional customer service, billing, and collection for water, wastewater, and solid waste utilities
Manage water meter reading technology, installations, exchanges, and maintenance
Manage general accounts receivable with bulk water administration
Manage the administration and collection of Aquatera’s infrastructure charge and meter fees for water and wastewater services
Manage and prepare the utility bylaws including updates and rate changes with municipal shareholders
Manage the billing, collection, financial reporting, and payment of municipal franchise fees to Aquatera shareholders and clients
Manage utility billing software, online payment systems, meter reading technology, and the integration of these systems
Manage special projects within the department
Coordinate with Engineering on new service connection challenges
Coordinate with Meter Services and Distribution/Collection on customer service/metering challenges
Coordinate with Communications and Purchasing for printed materials, including designing and purchasing
Coordinate with Communications on website content relating to Account Services
Manage department equipment including inserting machine, printers, and copiers
Prepare and administer department operational and capital budgets
Resolve difficult customer issues and reduce impact to other departments
Negotiate and manage contracts and maintenance agreements
Research rate comparison, prepare consumption reporting, and other rate studies
Provide customer/location type/metering/usage database reporting to all departments and shareholders
Other duties as required