Arlington, Virginia
May 12, 2017
May 29, 2017
Full Time
Job Title: UTILITY BILLING & CUSTOMER SERVICE MANAGER Closing Date/Time: Fri. 05/26/17 11:59 PM Eastern Time Salary: $76,648.00 - $123,281.60 Annually
Job Type: Full-Time Location: 2100 Clarendon Blvd., Arlington *METRO-accessible*, Virginia       The Department of Environmental Services (DES) has a unique opportunity for the right candidate as a Utility Billing & Customer Service Manager to provide supervision over a newly created DES Customer Service Office (CSO). This new CSO merges two existing customer focused units, the DES Call Center and the Utilities Service office. The DES Call Center manages 58,000 customer calls annually including water and sewer service, solid waste and recycling, potholes, traffic signals and streetlights, signs, and miscellaneous queries covering the entire spectrum of DES services. The Utilities Service Office (USO) is responsible for managing approximately 38,000 water/sewer/solid waste accounts and issuing approximately 200,000 bills annually comprising $110M in revenue.

This new position will be tasked with merging these two units into a single cohesive agency. Some of the immediate challenges are effectively leading these two units which are currently located at different facilities; developing a plan to co-locate the two groups into a common workspace; and directing the implementation of a new $5M Customer Information and Billing System for our Utility and Solid Waste accounts.

Specific duties:
  • Reviews, updates, and develops work processes to optimize operations and staff development to meet short, mid, and long-term organizational priorities and goals;
  • Establishes performance standards, measures, and internal operating procedures for the agency that reflect industry best practices;
  • Develops effective relationships with key partner agencies in order to ensure effective customer service and operational oversight;
  • Leads customer relations with utility customers, civic associations, business owners, and other stakeholders;
  • Investigates, researches, and resolves complex customer billing disputes or service delivery challenges; and
  • Coordinates with IT support to define service level agreements for require support.
The ideal candidate will have experience in utility billing and call center management for a large urban community, strong customer service, and experience managing organizational workforce change projects.
 Selection Criteria: Minimum: Bachelor's degree in Business, Financial Management, or a related field, plus progressively responsible experience in utility billing and call center management.

Substitution: Additional years of experience in a directly related field may be substituted for the education requirement on a year-for-year basis.

Desirable: Preference may be given to candidates with experience in the following:
  • Working in business software applications related to utility billing and call center management;
  • Customer service, particularly in working with ratepayers;
  • Supervising a customer service call center; and
  • Strategic workforce change management.

 Special Requirements: Applicant must possess, or obtain by time of appointment, a valid motor vehicle operator's license from the applicant's place of residence. The applicant must authorize Arlington County to obtain, or the applicant must provide a copy of the applicant's official state/district driving record. Any offer of employment may be contingent upon a favorable review of the applicant's driving record.
 Additional Information: The Utility Billing & Customer Service Manager will be headquartered with the Utility Billing System team in the Courthouse area but will manage teams at two locations. The Utility Billing Team located in the County offices at Courthouse Plaza, and the Call Center located at the Trades Center in Shirlington.

The position will have use of a County vehicle during work hours and/or will be eligible for reimbursement for personal vehicle mileage incurred on County business.

Each section of the application must be completed. A resume may be attached, however, it will not substitute for the completed application. Incomplete applications will not be considered.

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