Customer Service Manager

The Position

The Harpeth Valley Utilities District (HVUD) is seeking an experienced and customer-focused Customer Service Manager (Manager), reporting to the Fiscal Officer, to lead and inspire the Customer Service and Billing Department. This role offers an opportunity to work in a forward-thinking organization that values safety for employees and the 250,000 residents it provides with clean drinking water and wastewater services. The Manager has a crucial role and is responsible for fostering a trusting and continuous learning environment, contributing to the overall success and efficiency of the Customer Service and Billing Department. 

The Manager will oversee the day-to-day customer service and billing activities of HVUD while providing strategic guidance and collaborating with a high-functioning team. The next Manager will be responsible for planning, prioritizing, assigning, managing, and supervising staff functions. The Manager is responsible for managing new accounts, billing, payments, debt collections, and resolving customer issues. They will set staffing schedules and coordinate activities with employees, and outside agencies. Additionally, they will develop and implement goals, policies, and annual budgets for the Customer Service and Billing Department, and oversee the selection, training, and evaluation of department staff. 

In this role, the Manager oversees cash handling and deposits, assists with audits, and prepares and presents reports to management and the Board of Commissioners. They also prepare analytical and statistical reports on customer service and billing operations, maintain customer service and billing systems with IT staff and vendors, and communicate water and sewer rates to HVUD ratepayers. 

Additionally, the Manager will lead public relations efforts to improve customer and community relations, maintain customer service content for the HVUD website, evaluate innovative technologies to enhance processes for potential implementation within the Customer Service and Billing Department, and ensure compliance with safety policies and regulations. 

Qualifications

Minimum requirements include any combination of education and experience equivalent to a bachelor’s degree in accounting, business management, finance, public administration, public relations or related fields and five years of increasingly responsible experience in customer service, billing, and cash accounting including two years of supervisory and administrative responsibilities at a government or public utility.

Compensation and Benefits

The expected hiring range is $96,000-$113,000, depending on qualifications, with an excellent benefits package.

How to Apply

Applications will be accepted electronically by Raftelis at jobs.crelate.com. Applicants complete a brief online form and are prompted to provide a cover letter and resume. The position will be open until filled with a first review of applications beginning August 11, 2025.