Aquarion Water Company

Operations

• Manages operations and administrative staff to ensure daily wastewater operations, maintenance and testing are completed in a cost effective and efficient manner; are following all related permits and associated state and federal regulations; and meet the Company’s key performance indicators (KPIs).
• Prepares yearly KPIs and complete monthly reporting.
• Establishes and implements Company standards for design, procurement and construction of equipment and facilities.
• Maintain technical standards (specifications and drawings) suitable for use by staff for projects.
• Completes annual reviews of construction contract terms to ensure documents are up to date and suitable for use.
• Works with the Procurement Department, E&P staff, and Legal to review changes and determine if changes are warranted.
• Maintains and/or creates standard operating procedures that define the work to be completed by staff, coordination of projects, and communication with customers.
• Ensures issues are identified, address and elevated in a timely manner.
• Establishes standard operating procedures, guidelines, and key performance indicators to measure and monitor the operations and provide day to day efficiency in operations.

Manager, Wastewater Operations

• Provide day-to-day supervision, guidance, and support to Billing Department to ensure accurate and timely billing operations
• Participate actively in the recruiting and hiring process, including interviewing and selecting qualified candidates
• Oversee the onboarding and training of new employees to ensure they understand department processes, systems, and processes, systems, and performance expectations
• Mentor and coach team members to foster professional growth, skill development and continuous improvement
• Conduct regular performance evaluations, provide constructive feedback, and implement development plans as needed
• Promote a positive, collaborative, and customer focused work environment aligned with organizational goals and values
• Ensure team members comply with company policies, procedures, and regulatory requirements related to billing and customer data
• Monitor daily performance, keeping them informed, and act as needed to align KPI’s
• Ensure timely and accurate billing of 250,000+ water, fire and wastewater accounts
• Manage meter reading and billing exceptions reports (i.e. Implausibles, Billing Outsorts, Invoicing Outsorts and EL31)
• Establish and maintain work standards for quality and quantity of work with an emphasis on billing accuracy
• Create and deliver various reports including daily and weekly productivity report
• Assign or handle customer escalations when customers request supervisory review
• Work closely with Customer Advocate on non-compliant accounts
• Conduct weekly reviews of large account consumptions scheduled for billing to verify accuracy
• Work collaboratively with various departments to support and maintain the Large Meter Program
• Manage vacation calendar and approve timesheets
• Maintain familiarity and compliance with applicable DPUC regulations, state and local statutes and Company regulations and policy
• Identify and implement opportunities for improving billing processes
• Other duties as assigned

Billing Operations Supervisor

Customer Support

• Receive and respond (via phone, email and chat) to all types of customer inquiries
• Resolve customer inquiries or complaints to ensure first-call problem resolution and customer satisfaction
• Navigate and properly account for all customer contacts in the SAP system
• Verify and process changes of addresses, property transfers, foreclosures and bankruptcies
• Handle at least 50-100 calls per day in a reactive environment
• Compose letters and emails using Outlook, Word and chat
• Perform various other duties as required

Customer Service Representative

Billing Specialist

• Review issues resulting from billing, meter reading, customer services; determine root cause (user or system error)
• Work with SAP Consultants, IT Programmer/Developer and Managers in Customer Services
• Monitor large meters and provide testing for all rate changes, acquisitions and process changes
• Identify and isolate problems within SAP ECC, CRM, and Mobile
• Analyze problems for IT programmer and consultant from front-end user's perspective
• Document work processes across multiple departments including Customer Service, Collections, Nightly Batch, Service and Meter Reading
• Test price changes, new rate configuration, process changes, and integrated processes in ECC and CRM environments
• Directly involved in new acquisitions and account creation
• Review, correct, and monitor reading/billing accuracy on all large meters and large revenue accounts
• Work with Device Management owner to ensure accuracy of meter reading/billing on specific register groups and number of dials
• Manage public fire charge billing and yearly updates to public accounts and town notification
• Advise Supervisor of billing issues and material adjustments impacting monthly revenue reporting
• Contact customers or refer system errors for further research when necessary

Manager, Wastewater Operations

Billing Operations Supervisor

Customer Service Representative

Billing Analyst