Title: Customer Service and Billing Office Manager

Location: Cedar Knolls, NJ (on-site)

Status: Full Time (37.5 hours), Non-exempt

Salary Range: $75,000-$90,000

Benefits:

We offer a competitive salary package, commensurate with experience, Comprehensive Health Benefits (medical, dental, vision), PTO including vacation, sick, and other forms of PTO, Retirement benefits, 457b option, Tuition Reimbursement/paid training, FSA, Life insurance (waiting periods may apply)

Job Description Scope:

Our candidate of choice will be responsible for performing daily operations for the development and implementation of customer service, billing, and collection functions. This position will also be responsible for managing and effectively coordinating the assigned staff.

Key Responsibilities:

1. Develops, implements, and maintains customer service, billing, collections, mass notification, and answering service standard operating procedures, forms, required staff training programs, and Quality Control/Quality Assurance (QC/QA) programs consistent with industry practice and regulatory requirements.

2. Manages and effectively coordinates the assigned staff.

3. Develops, implements, and maintains customer service, billing, and payment information technology applications in accordance with industry best practices.

4. Manages service vendor(s), establishing required programs for oversight and coordination of these functions.

5. Develops, implements, and maintains the mass notification system (currently Rave/Smart911) and serves as the primary lead for issuing messages using the SMCMUA’s emergency communication system and associated website messaging.

6. Develops, implements, and maintains standard operating procedures in the upkeep and delegation of emails in the customer service email account and phone messaging systems.

7. Ensuring Division project milestones and goals are met.

8. Performs duties as a task leader in the selection and implementation of improved customer service, billing, meter management, and service order applications.

9. Responsible for handling customer call escalations. Maintains records of customer interaction and details of actions taken.

10. Processes customer refunds for account closures, including tenant changes. Reviews and adjusts customer bills appropriately.

11. Performs fiscal tasks associated with the production of purchase requisitions, tracking expenditures on purchase orders, contract management, development of the annual budget, etc.

Qualifications:

EDUCATION & EXPERIENCE

• Bachelor’s degree in Business Administration or related area from a U.S. accredited college.
• Five to seven (5-7) years of experience in customer service including:
• Two (2) years of supervisory experience or a combination of education and applicable work experience is required.
• Experience in the Utility industry, local or state government setting is preferred.

SKILLS & COMPETENCIES

• Working independently of direct supervision. Must be proactive, strategic, and detail-oriented with demonstrated ability to work under minimal supervision, utilize strong interpersonal skills (e.g., tact, diplomacy, cooperation, negotiation, etc.), and perform at a high level of initiative, using good judgment and discretion.
• Demonstrating leadership. Experience in a local or state government setting with a union/non-union workforce is preferred.
• Writing thorough reports, conveying relevant department performance, results, or issues to management and executive leadership as requested.
• Showing excellent comprehension, written, and oral skills in English so that involved and complicated instructions and technical texts can be read, understood, produced, and communicated to staff. There is a preferred ability to read, write, and speak Spanish, including the ability to translate documents for the production and distribution of public and customer materials.
• Providing excellent organizational skills including the ability to plan effectively.
• Working harmoniously with co-workers, supervisors, managers, and the public.

Company Description:

In 1977, the Governing Bodies of Morristown, Morris Township, Morris Plains, and Hanover Township (the Creating Municipalities) passed parallel ordinances creating The Southeast Morris County Municipal Utilities Authority (SMCMUA). SMCMUA provides high-quality drinking water to customers in Morristown, Morris Township, Morris Plains, and Hanover Township with some service in Mendham Township and Harding Township, and to certain customers and municipalities outside its District in Morris County, New Jersey. On a typical day, about 100,000 people rely on SMCMUA's commitment to high quality for their drinking water needs.

Equal Opportunity/Affirmative Action:

SMCMUA prohibits discrimination based on the following protected categories: race, creed, color, national origin, nationality, ancestry, age, sex/gender, pregnancy, marital status, civil status, domestic partnership status, familial status, religion, affectional or sexual orientation, gender identity or expression, atypical hereditary cellular or blood trait, genetic information, liability for service in the Armed Forces of the United States, and disability.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location

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