Customer Care Center Manager

Work Schedule and Other Information

The HRSD Customer Care Center is seeking a positive, consistent, highly organized, reliable, flexible, and team-focused Customer Care Manager for the Billing work center. This manager will be responsible for the Customer Care Billing team, core business processes developed in the billing system, and relationships within each locality utility partner in the HRSD service area, approximately 500,000 residential, commercial, or industrial customer accounts.

Responsibilities of the Billing Manager include managing various aspects such as system upgrades, product implementations, partner integrations, process enhancements, performance analytics, and ensuring the tracking and completion of work orders. Additionally, the manager will lead a team of approximately ten members in the work center, responsible for tasks such as bill creation, correction, and adjustments, and respond to various billing concerns such as accurate metering and start/stop service.

The ideal candidate has a robust background in customer account management, proficiency in learning and training users in specialized software, a sound understanding of audit management, generally accepted accounting principles, revenue collection and reconciliation processes. The ideal candidate will also have experience in evaluating employee performance analytics, coupled with strong leadership and motivation skills to ensure a consistently high level of service and quality for our customers. As a member of the Customer Care Management team, the successful candidate must be ready to propose and implement alternative solutions across all aspects of internal and external customer assistance. See www.hrsd.com /careers for Universal Comptencies.

Work hours are Monday-Friday, 40-hours work week, 8 hours per day, flexible between 7:00 AM and 5:00 PM, off weekends and standard holidays. Project-related weekends or evening work may become necessary but is not frequent. Work location is Hybrid, in-office at 1434 Air Rail Avenue, Virginia Beach, Virginia, 23455 combined with working from home as needed/requested and approved (typically in-office at least three days per week) Occasional travel by car or airplane for conferences, training, and networking, as approved.

Brief Description

Under broad guidance, the Customer Care Manager is responsible for managing the assigned functional area. Position will maximize team utilization, emerging technologies, vendor contract performance and cross-functional collaboration to support satisfactory ongoing operations and quality customer service standards are met. HRSD handles ~500,000 active customer accounts for 20 counties and cities throughout HRSD’s service area. Customer Care processes daily inquiries supporting customers and locality partners (jurisdictions) throughout the region.

Detailed Description

Click to view HRSD's Universal Competencies.

Job Requirements

Education

Required

Desired

Experience

Required

Desired

Licenses and Certifications Requirements

Additional Details

HRSD is committed to being an equal opportunity employer. HRSD does not discriminate against individuals in employment on the basis of race, sex, including sexual orientation, pregnancy, religion, color, national origin, age, disability, military or veteran status, genetic information, engaging in protected activity or any additional protected characteristics recognized by federal, state and local law.

HRSD is a Drug Free Workplace.