Customer Care & Billing Manager

H2O Innovation Inc. • Spring, TX

51d • Onsite

About The Position

The Customer Care Manager will hold a permanent, full-time position within our Operations and Maintenance division at our Spring, TX location. This role will oversee customer service operations and ensure the highest level of service is provided to our customers. Reporting to the Project Manager, the Customer Care Manager will lead a team to handle customer inquiries, process orders, and resolve issues efficiently.

Requirements

• Must be 18 years or older.
• Proficiency in enterprise software and related programs such as MS Office (Excel, Word, Outlook).
• Strong leadership and team management skills.
• Excellent communication skills, including active listening and problem-solving abilities.
• Service-oriented mindset with the ability to resolve customer issues effectively.
• Strong organizational skills and attention to detail.
• Ability to maintain confidential and meticulous records.
• will undergo background screening and motor vehicle record checks as part of the hiring process.

Responsibilities

• Supervise Customer Care and Payment Processing
• Communicate with the District's Tax Office and manage the printing of delinquent tax door hangers.
• Prepare and assist with District audits.
• Compile audit sheets with meter data for District auditors.
• Implement and manage Rate Order changes.
• Oversee annual rate changes and ensure compliance with state-mandated fees.
• Manage yearly City of Houston rate adjustments.
• Update billing tables for all Districts, including water, sewer, RWA fees, and other applicable rates.
• Serve as the primary liaison with the billing provider.
• Provide support to Client Managers on customer and billing issues.
• Administer ADP timekeeping and payroll for the Customer Care department.
• Participate in management meetings.
• Train and mentor Customer Care Specialists.
• Review and approve adjustments processed by Customer Care Specialists.
• Oversee performance reviews within the Customer Care department.
• Collaborate with internal teams to improve customer service processes and enhance customer satisfaction.
• Train, mentor, and evaluate customer service representatives to maintain high performance and professionalism.

Benefits

• Health Insurance, Dental, Vision & Telemedicine.
• Health Savings Account.
• Life Insurance.
• 401K Retirement Plan with Employer Contributions.
• Paid Vacation & Sick Days.
• Compensation will be based on candidate's experience, certifications, and qualifications.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Waste Management and Remediation Services
• Education Level: No Education Listed
• Number of Employees: 101-250 employees