We are searching for a Customer Service & Billing Manager for a growing and stable industrial services company in Houston. This position will supervise a team of 12.
Major Duties and Responsibilities:
- Manages and maintains responsibility for the integrity and effective operation of all utility billing functions including: analyzing key performance metrics, review data for billing activities, customer service, account maintenance, and collections functions.
- Provides day-to-day leadership, management and coaching of direct reports to ensure a high performance, customer service-oriented work environment which supports achieving the department and the Company's mission, objectives, and strategic plan.
- Ability to multi-task and manage multiple projects concurrently while working with tight deadlines and shifting priorities.
- Receives, investigates, and responds to difficult and sensitive problems and complaints in a professional manner; identifies and reports findings and takes necessary corrective action.
- Ensures staff observe and comply with all Company policies, processes, and safety practices.
- Provide support to ensure compliance with internal and external control standards and all mandatory regulatory and contractual requirements through the implementation and oversight, as well as through ongoing audits.
- Stays abreast of new trends, innovations, and technological advancements in the utility billing and customer service field, analyzes all billing functions and processes, and designs and implements process improvement strategies for enhancing effectiveness and efficiency.
- Ability to supervise staff, provide training and development opportunities, ensure work is performed effectively, and evaluate performance in an objective and positive manner.
- Performs other duties as assigned and/or required.
Knowledge, Skills, and Abilities:
- Experienced in managing all functions and employees associated with customer service billing, supervise customer service representatives and address customer inquiries.
- Working knowledge of principles and best practices of billing operations, customer service, collections, accounting, and reporting.
- Advanced skill in Microsoft Office Products (Excel, Word, Outlook, PowerPoint) and the ability to learn new software quickly.
- Ability to prepare accurate billing related reports and analyses, with strong attention to detail.
- Strong analytic, organizational, and communication skills.
- Ability to build consensus through communication and shared decision-making.
- Administrative ability and skill in maintaining effective customer relations; good judgement; tact, professionalism and courtesy.
- Ability to plan and supervise the work of large and diverse groups of employees with motivation, customer satisfaction, and employee training and development.
- Ability to work independently on assignments with limited supervision, exercising personal initiative and making informed decisions based on established policies and procedures.
Position Qualifications:
- Minimum of three (5) customer service and billing management. This will include: Hiring, training, terminations, maintaining culture, creating a culture of accountability, and leading a team of at least 5.
- Prior experience in accounting is preferred.
