NEOGOV · 3 months ago
Customer Accounts Manager
Territorial, VI
Full-time
Onsite
Senior Level
6+ years expThe Virgin Islands Water & Power Authority is responsible for providing essential utilities to the community, and they are seeking a Customer Accounts Manager to oversee customer account management and billing operations. This role involves ensuring accurate billing, coordinating with various departments, and implementing process improvements to enhance service delivery.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Assumes overall responsibility for the daily billing and cashier functions, including customer service provided by staff performing those duties. Oversees and streamlines the billing and collection processes
Coordinates activities between Customer Service personnel and Customer Accounts personnel with regard to analyses of and adjustments to customer accounts when necessary
Reviews analyses of customer accounts and authorizes adjustments in accordance with assigned discretionary authority, and in consultation with the Division Director when necessary
Works closely with managers in other departments and coordinates any necessary interaction between the Customer Accounts Department and other departments (e.g., Meter Services/Reading, Information Technology, Key Accounts, General Counsel, Collections, etc.)
Represents the Authority in court cases related to billing problems and bankruptcy proceedings
Interviews customers to resolve difficult questions or situations about their bills that cannot be resolved by Customer Service personnel
Responds promptly to customer billing complaints and other billing issues referred by Customer Service representatives or forwarded from the Public Services Commission, and assists supervisors and Customer Service personnel with difficult customer complaints
Ensures the accuracy of customer billings and the timeliness of monthly billings in accordance with approved billing schedules
Supervises the billing of new accounts and the timely termination of final accounts
Instructs staff in proper work procedures
Assumes responsibility for developing and implementing reporting procedures
Submits daily, weekly, monthly, or other reports as required, detailing Customer Accounts Department activity, billing, and/or cashiering activities. Prepares summaries, cash flow projections, reports, and other information in requested formats
Oversees staff assignments and reviews completed work to ensure it complies with standard operating policies and procedures
Reviews work in progress and completed work of subordinates. Evaluates employee performance, provides coaching and mentoring, and recommends methods to improve skills
Interprets and ensures compliance with policies, rules, and regulations for electric and water services. Makes process improvement recommendations and trains staff as needed
Prepares, presents, and manages the approved department budget
Initiates personnel actions such as promotions, transfers, and disciplinary measures
Approves time and attendance records
Trains members of the Customer Accounts Department and orients new employees to departmental routines
Performs other duties as assigned by senior management
Qualification
Required
Thorough knowledge of modern office practices and procedures
Knowledge of the rules, regulations, and procedures governing the collection of cash on delinquent accounts and the application for electric service
Proven ability to perform strategic planning and priority setting for a billing department
Proven track record of improving process efficiencies and solving problems
Strong leadership skills with the ability to motivate direct reports
Detail-oriented with a good knowledge of basic accounting principles and practices
Proficient in PC use, Microsoft Office Suite, and other necessary software applications
Excellent communication skills, both written and verbal, as well as strong interpersonal skills
Excellent analytical and problem-solving skills
Ability to manage multiple projects concurrently
Ability to instruct subordinates in proper procedures for handling collections and customer complaints
Ability to interpret and explain moderately complex rules and regulations
Ability to make oral and written presentations in a clear and concise manner
Ability to establish and maintain effective working relationships with the public, employees, and other job-related contacts
Graduation from an accredited college or university with a degree in business administration, accounting, or a related field
Preferred
Six (6) years of progressively responsible experience in customer service and/or billing (such as in a public utility or public relations environment) preferred, including at least three (3) years in a supervisory capacity
Benefits
Medical, Dental and Vision Insurance
Government Employees Retirement System (GERS)
Basic Life and AD&D Insurance
Voluntary Life Insurance
Long Term Disability Insurance
Supplemental Insurance
Personal Time Off (PTO)
457b Deferred Compensation Plan
Employee Assistance Program (EAP)
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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