Hybrid Water Resources Customer Service Manager bei City of Greensboro, NC

About the Department

Lead the Team That Keeps Greensboro’s Water Services Flowing.

The City of Greensboro is seeking a qualified Customer Service and Billing Division Manager to join our Water Resources Department to oversee the operations that produce over 1.4 million accurate utility bills each year. If you have a passion for operational excellence, customer experience, and team leadership, this is your opportunity to guide a division that impacts our community customers.

Compensation and Benefits:

Benefits: 

The City of Greensboro offers an outstanding benefits package that supports your well-being.

 Learn more Here

Work Schedule: 

Monday–Friday, 8:00 AM – 5:00 PM

Why You’ll Love Working With Us:

• High-Impact Leadership – Directly influence the quality of service for residents and businesses across Greensboro.

• Modern Technology & Innovation – Lead operations that utilize advanced metering infrastructure (AMI) and be a key voice in selecting and implementing the City’s next-generation customer information system.

• Collaborative Culture – Work closely with City departments, external vendors, and a dedicated team to achieve efficiency and accuracy.

• Professional Growth & Stability – Enjoy competitive pay, comprehensive benefits, and the opportunity to shape the future of utility customer service in Greensboro.

About the Role:

As Customer Service and Billing Division Manager, you will oversee all aspects of meter reading, billing, and customer service operations for the City’s water utility. Leading a division of approximately 50 employees, you will manage daily scheduling, policy enforcement, and strategic improvements that ensure accuracy, efficiency, and compliance.

• Directing daily billing, meter reading, and delinquent water cut-off operations. 

• Overseeing customer service activities, handling escalations, and resolving complex or sensitive issues.

• Coordinating with City departments and external vendors to ensure all software systems, web modules, and interfaces function seamlessly.

• Researching, planning, and budgeting for current and future operational needs.

• Ensuring compliance with Federal, State, and local laws and policies.

• Leading the upcoming customer information system selection and implementation process.

• This position requires strong leadership, communication, and problem-solving skills, along with the ability to manage a high-volume, high-visibility operation with integrity and professionalism.
  

If you’re ready to lead a large-scale utility service division, deliver exceptional customer experiences, and drive operational excellence, iApply now! to join the team that keeps Greensboro’s water services running smoothly every day.

Minimum Qualifications

Minimum Qualifications:

• Bachelor's Degree and 7 years of progressively responsible experience in Customer Service, Billing, or Metering Operations
  • "OR" an equivalency of an Associate's Degree + 10 years of progressively responsible experience in Customer Service, Billing, or Metering Operations
    • “OR” High School Diploma and 12+ years of progressively responsible experience in Customer Service, Billing, or Metering Operations
• 3+ years of Supervisory experience with professional, technical, and/or field personnel
• Experience implementing Customer Service Enhancements (i.e., technology solutions, workflow processes, etc.)
• Prior experience collaborating with internal and external stakeholders
• Valid Driver's License

• Bachelor's Degree from an accredited college or university with major course work in Finance, Accounting, Business Administration, or Public Administration
• Experience interpreting and properly applying applicable federal, state, and local laws or rules and regulations.
• Experience with Customer Information System software and Meter Reading systems and equipment.
• Experience with online web payment and IVR software solutions.
• Budgeting and contracting experience.