Assistant Manager of Metered Services

The role will plan, direct, and oversee activities and operations of metered services functions, including Metering, Field Service, Meter Repair, and projects. This position reports to the Customer Care management.

• Provides leadership and works with staff to ensure a high-performance, customer service-oriented work environment that supports achieving the department’s and MWA’s mission, objectives, and values.
• Oversee and manage multiple projects to include workflows, responsibilities, budgeting, meetings, and operations.
• Manage the daily operations of metered services through the supervisors and team to ensure accurate and complete meter reading, efficient and effective field work and repairs, successful projects, and overall high-level field customer care.
• Manage and participate in developing and implementing goals, objectives, procedures, and priorities for the metered services departments; recommend and administer procedures.
• Plan, direct, coordinate, and review the work plan for the metered services departments, assign work activities and projects, review and evaluate work products, methods, and procedures, and meet with staff to identify and resolve problems.
• Monitor and manage team performance, metrics, service levels, and quality to facilitate a positive customer experience.
• Coach, develop, and mentor staff and oversee group activities and productivity.
• Ensure metered service functions are appropriately resourced.
• Ensure compliance with safety, legal and regulatory requirements, and that work is conducted in accordance with organizational policies.
• Conduct parcel and field work audits for stormwater, theft, and other matters, reporting findings as required.
• Maintain accurate records and document all field and meter activities.
• Actively engage in the hiring and training of the teams.
• Stay informed on the latest industry techniques and methods.
• Develop field-related customer satisfaction goals and coordinate with the team to ensure that goals are being met on a steady basis.
• Prepare and monitor the annual budget and approve expenditures for operations and activities.
• Apply quality management and process improvement principles to assigned areas of responsibility.
• Facilitate a good working relationship between metered services and other teams across the MWA to support strategic priorities.
• Collaborate with peers within the Utility Industry to understand, interpret, and advance strategic objectives and ensure the alignment of the metered services operational plans and activities.
• Collaborate with other governmental and utility agencies as needed.
• Conduct or assist contractors with various meter testing and other projects.
• Serve as a subject matter expert about Macon Water Authority and Department policies and procedures as it relates to Metered Services.
• Communicate work-related matters in a clear and professional manner.
• Maintain a professional appearance.
• Work extended hours and on a rotating on-call schedule, if applicable.
• Serve as a backup to coworkers and supervisors.
• Performs other duties as assigned or requested.

• Five years of progressively responsible work experience in the field, planning, or projects.
• Two years of practical management experience required with similar responsibilities or job knowledge.
• Five years of experience working with utility customers; ability to interpret and apply practices as organizational needs require.
• One year of experience in planning and managing a department budget.
• High school graduate or equivalent.
• Ability to critically think, analyze, and solve issues.
• Effective verbal and written communication skills.
• Demonstrated ability to provide leadership and execute problem-solving techniques and make independent decisions.
• Ability to effectively coach, develop, and supervise employees.
• Ability to work in outdoor elements and an office environment.
• Ability to effectively communicate with internal and external customers.
• Thorough knowledge of Microsoft Office – Microsoft Word and Excel.
• Thorough knowledge of the principles of plumbing.
• Thorough knowledge of street locations in Macon-Bibb County and the service areas.
• A valid Georgia driver’s license with a clean…