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Job Description
Grade 22 - Starting annual pay: $89,669.00. Rate of pay depends on qualifications.
Job Description
JOB SUMMARY
The Manager - Customer Service is responsible for managing and leading a team(s) in any of the following assigned functional areas: Field Operations, Billing, Customer Experience, and Meter Data Management. Oversees a full range of operational activities including but not limited to data collection, billing, call center and service centers, collections, and/or key accounts, billing review, reading review, meter alarms & events, and AMI Systems teams. Plans, develops, and evaluates policies, programs, and procedures to ensure the most effective and efficient utilization of resources while maintaining strategic alignment with business segments. This position receives general administrative direction.
ESSENTIALFUNCTIONS- Provides supervision of assigned staff to include recommending selection, providing development and training, evaluating performance, and administering disciplinary action.
- Provides customer service to external and internal customers through various delivery methods.
- Develops, plans, forecasts, allocates, and monitors the human, physical, and financial resources of assigned area.
- Oversees the response of escalated complaints, requests and potential high-profile issues from city officials, civic leaders and the general public.
- Analyzes and evaluates complex data and prepares technical reports to ensure compliance with established policies, goals and utility ordinances.
- Develops and participates in conceptual planning efforts, benchmarking criteria, and methodologies to improve operational results and improve division’s overall efficiency.
- Recommends and develops policies and procedures, training programs, and communication materials.
- Supports and implements various program initiatives.
- Establishes and maintains effective internal working relationships and public relations.
- Manages vendor, consulting, or other service contracts and prepares necessary Board documents.
- Provides expertise, support, and team leadership for the Customer Service division and other team members.
- Applies generally accepted business management and public administration principles and practices.
- Performs other duties as assigned.
Meter Data Review Specialty- The Manager- Meter Data Review - oversees the Billing Review, Reading Review, Meter Alarms & Events, and AMI Systems teams, ensuring timely and accurate processing of meter data and appropriate billing validations and adjustments. Provides strategic leadership, manages multiple supervisors, sets departmental priorities, and drives cross-functional projects to improve billing accuracy, efficiency, and customer satisfaction.
MINIMUM REQUIREMENTS- Bachelor’s Degree in Business Administration, Business Management, Management or related field from an institution accredited by a recognized accrediting agency.
- Six years’ experience in Call Center, Communication Centers, Field Services, Utility Billing, Meter Data Management or related Customer Service functions including three years’ experience in a management or supervisory capacity.
- Valid Class “C” Texas Driver’s License.
JOB DIMENSIONS- Knowledge of generally accepted business management principles and practices.
- Knowledge of industry trends and best practices in customer service including call center, billing, revenue collection, and workforce management.
- Knowledge of utility regulations, policies, and procedures.
- Skill in using Microsoft Office products and customer service-related software programs.
- Skill in leading collection operations and establishing collection processes and procedures.
- Skill in managing third party collection agencies and field collection operations.
- Ability to develop and maintain performance metrics for area of assignment.
- Ability to maintain a high level of accuracy.
- Ability to maintain confidential information.
- Ability to provide guidance and training to assigned staff.
- Ability to establish and maintain effective working relationships with internal and external staff and customers, including executive management, other agencies, consultants, vendors.
- Ability to communicate effectively, both verbally and in writing.
- Practical demonstration of organizational and public relations skills.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements includeliftingupto10poundsoccasionally. Subject to sitting for extended periods of time to perform job scope. Working conditions are in an office environment with occasional field visits. May drive a company and/or personal vehicle in order to perform duties at various SAWS locations.
May be required to work hours other than the regular schedule such as nights and weekends.
San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:- Competitive, market-based salaries
- Performance-based incentives
- Medical benefits
- Dental benefits
- Life insurance
- Prescription drug program
- Vision care plan
- Two retirement plans
- Deferred compensation plans (457 plan)
- Disability income
- Paid leave (vacation, sick, personal)
- Education assistance program
- Employee assistance program
- Flexible, tax-deferred health and dependent care spending accounts
- Wellness programs
- On-Site Fitness Facilities
- Community service opportunities
Closing Date/Time: 4/12/2026 11:59 PM Central -
ABOUT THE COMPANY
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San Antonio Water System
Show moreThe San Antonio Water System (SAWS) is a public utility owned by the City of San Antonio. SAWS serves 2 million people in Bexar County as well as parts of Medina and Atascosa counties. The population includes more than 511,300 water customers and 457,600 wastewater customers. SAWS actively seeks out public participation in its operations and planning, while SAWS volunteers strive to help their neighbors in need.
As an industry leader in conservation and water and wastewater management, SAWS provides sustainable, affordable water services. To deliver responsible water services, our investment in our employees – one of our greatest assets – ranks as a top priority.
San Antonio Water System's Board of Trustees has adopted mission, vision and values statements that serve as a foundation to move the utility forward through 2050 and reinforce San Antonio's much-deserved reputation as Waterful.
Our Mission: Sustainable, Affordable Water Services / Our Vision: To be leaders in delivering responsible water services for life. / Our Values: Excellence, Integrity, Respect and Safety.
SAWS is a values-based organization that believes in diversity in all aspects of our business. At SAWS, we attract and retain the finest individuals whose diverse talents drive innovation. We recognize that differences in race, ethnicity, religion, gender, gender identity, sexual orientation, nationality, physical ability or any characteristic protected by law, enrich and empower our work environment. We respectfully infuse diversity in our daily work lives with the knowledge that people from a variety of backgrounds and life experiences make connections that make SAWS a success.
SAWS is committed to providing our employees with a healthy, safe, and rewarding work environment where all employees have an equal opportunity for professional and personal growth. SAWS employees go beyond what is expected – developing remarkable, award-winning programs in conservation, water resources, watershed protection and wastewater treatment.
Why Choose a Career at SAWS?
For Your Work-Life Balance: SAWS is proud to invest in its employees by offering a variety of paid time off to help meet the work-life balance goals of you and your family.
For Your Professional Growth: Professional growth is key to both our employees’ success as well as SAWS’. That’s why SAWS offers a number of professional development opportunities that achieve both personal and company goals.
For Your Future: Achieving your personal financial goals is an important part of your life. SAWS makes it easy for employees to save for retirement by providing several retirement plan options.
For Your Health: SAWS offers a range of health, dental and vision benefits, and Wellness Programs to help meet each employee’s needs.
For your Protection: SAWS offers life insurance and disability coverage to meet the need for protection against life’s unexpected events.
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