Billing and Customer Service Manager

Capital Region Water•Harrisburg, PA

7d•Onsite

About The Position

The Billing and Customer Service Manager oversees all billing and customer service operations, ensuring accuracy, compliance, and continuous process improvement. Core duties include conducting billing analysis, managing data import/export activities, and resolving billing discrepancies. The role directs the call center responsible for billing inquiries, service requests, escalated concerns, and implements operational enhancements to improve service delivery. The manager supervises the Assistant Customer Service Manager, oversees treasury functions, coordinates with banking institutions and third‑party billing vendors, and approves customer assistance program applications. The position works closely with the Finance department to reconcile accounts and with the Meter Supervisor to address metering system issues to maintain billing integrity.

Requirements

7-10 years of experience in finance and operations management, preferably with a utility.
5+ years of experience as a senior manager.
Comprehensive knowledge of utility billing practices and procedures.
Thorough knowledge of customer service principles and practices.
Thorough knowledge of accounting principles and practices.
Thorough knowledge of metering systems.
Thorough knowledge of management principles and practices.
Basic knowledge of auditing principles and practices.
Basic knowledge of water and wastewater services.
Advanced knowledge of information technology and systems and their practical applications.
Ability to manage projects and priorities to meet deadlines.
Ability to advance a customer service mindset.
Proficient in Microsoft Office Suite, including advanced skills in Outlook, Excel, PowerPoint and SharePoint.

Responsibilities

Oversees all billing and customer service operations, ensuring accuracy, compliance, and continuous process improvement.
Conducts billing analysis.
Manages data import/export activities.
Resolves billing discrepancies.
Directs the call center responsible for billing inquiries, service requests, and escalated concerns.
Implements operational enhancements to improve service delivery.
Supervises the Assistant Customer Service Manager.
Oversees treasury functions.
Coordinates with banking institutions and third‑party billing vendors.
Approves customer assistance program applications.
Works closely with the Finance department to reconcile accounts.
Works with the Meter Supervisor to address metering system issues to maintain billing integrity.