Primary Role(Operations Services Team)

Responsible for performing a variety of complex administrative activities and support for operations activities and/or regulatory compliance. Support to customer relationship services of the business; provide support for short-term and long-term projects related to the business; coordinate the state’s billing, payment and collections related processes and initiatives.

Key Accountabilities

• Assess and assist with meeting collections, billing, payments, and service delivery targets. Identify and implement process improvements that improve billing, collections, and service delivery processes. Assist with correspondence and handle telephone requests
• Coordinate and manage water quality complaints with local operations and environmental compliance teams
• Responsible for maintaining reports specific to payments, billing and collection processes, to include monitoring billing, collections and payment related activities (collection processes wherever local state operations is responsible)
• Generate reports, proposals, presentations, and spreadsheets using various software and tools to ensure the region is meeting performance goals. Analyze trends and present insights to leadership.
• Assist with the planning and execution of projects
• Research and abstract information and supporting data in preparation for meetings, projects, and reports (including data compilation, research, tables and graphs)
• Assist in the development and upkeep of policies and procedures for implementation
• Coordinate complaints (mediation & informal), and submit to governmental agencies
• Prepare and respond to data requests and execute work orders, service orders, error reports
• Train and mentor new Admin team members

Knowledge/Skills

• Knowledge of operations support, customer support practices
• Intermediate level experience with computerized systems, database management, spreadsheet and word-processing programs to process data and create reports.
• Strong knowledge of computer software such as MS Word, Excel and Outlook.
• Process and project management skills.
• Good business acumen and judgment.
• Good quantitative and analytical skills; attention to detail.
• Good verbal and written communication skills (e.g., report writing, listening, plan reading and creating, and presentation).
• Strong interpersonal skills (e.g., tact/diplomacy, persuasion, team building, cooperation, leadership, ability to motivate others.

Experience/Education

• Associate degree in Management, Business or related field is preferred.
• 8+ years’ experience with an associate’s degree, or 11+ years’ experience without a degree in operations services, operations support or customer support in a large organization

Work Environment

• Primarily in the office with occasional work in the field at project sites or project meetings
• Hybrid work schedule(3 days in the office 2 days offsite)

Travel Requirements

• Minimal local/regioanl travel.

Competencies