Primary Role

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
• 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.
• 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

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
• 6+ years of experience with an associate’s degree or 9+ years of 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.

Competencies