Assistant Customer Service Manager

Helix Water District • La Mesa, CA

1d • Onsite

About The Position

Lead with Purpose. Grow a Team. Make a Lasting Impact. We're looking for an experienced, confident leader to join our Administrative Services team as an Assistant Customer Service Manager. If you're someone who takes pride in operational excellence, genuinely enjoys developing people and is energized by finding smarter ways to get things done, this role was built for you. EXCELLENT SALARY & BENEFITS PACKAGE. Strong leaders don't just support the direction; they help set it. We have built a culture around collaboration, respect, and the belief that when talented people are genuinely supported and empowered to lead, the results speak for themselves. As we grow our Administrative Services team, we are looking for an operationally sharp, decisive leader who is as comfortable developing people as they are driving process improvement and holding a high standard. Our benefits go beyond the basics, offering comprehensive health coverage, professional development programs, and wellness initiatives designed to help our team flourish both personally and professionally. Helix is not just a place to work; it's a place to build something that lasts.

Requirements

• A decisive leader who earns trust through competence and consistency and knows how to bring a team along through change.
• Announces new direction by communicating it clearly, following through and keeping people focused on what matters.
• Someone who is equally comfortable coaching an employee through a tough moment as they are making a call and standing behind it.
• Proven track record of leading teams, building accountability, and driving results
• Strong process and analytical instincts
• See inefficiency and start solving
• Lead through change with professionalism, transparency and composure
• Experienced in managing performance, having honest conversations and supporting staff growth
• Can demonstrate proficiency (or the ability to quickly develop it) in utility billing, customer information systems, or similar platforms
• Approach collaboration genuinely while remaining confident when it's time to make decisions and move forward
• Training and experience substantially equivalent to graduation from a four-year college or university with major coursework in business or public administration or a closely related field
• A minimum of six years of progressively responsible experience in a customer service, billing or collections environment, preferably in a public agency or utility setting, including at least three years of supervisory or management-level experience.
• Experience performing and overseeing billing functions is highly desirable.

Nice To Haves

• Experience performing and overseeing billing functions is highly desirable.

Responsibilities

• Day-to-day leadership of customer service operations, including direct supervision of the Customer Service Supervisor and Customer Service Specialists
• Advanced technical proficiency in our utility billing systems, with the ability to step in and perform core functions as needed to keep operations running smoothly
• Accuracy, integrity and timeliness of billing, accounts receivable, and payment processing
• Performance management of assigned staff to include coaching, developing, recognizing strong work and addressing performance concerns with fairness and consistency
• Identification and implementation of process improvements and efficiencies that elevate service quality and operational performance
• Resolution of complex billing disputes and sensitive customer issues, handled professionally and in alignment with District policy

Benefits

• Comprehensive health coverage
• Professional development programs
• Wellness initiatives
• Competitive Salary: $130,770 - $166,899/annually
• 100% employee premiums paid for all health benefits
• Annual Merit Increases. Full-time employees are eligible for 5% merit increases on an annual basis until they reach the top of their pay range.
• CalPERS membership
• Deferred Compensation. Up to $3,500 matching on 457 plans
• 24 annual days of accrued leave (Increases to 29 after 5 years of service, max 37 annual days of accrued leave)
• Educational Reimbursement of up to $4,000 annually for qualifying coursework after one year of employment
• 12 paid holidays per year including 2 floating holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager