Harpeth Valley Utilites District - Customer Service Manager
Harpeth Valley Utilites District - Customer Service Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
The Harpeth Valley Utilities District (HVUD) is seeking an experienced and customer-focused Customer Service Manager (Manager) reporting to the Fiscal Officer to lead and inspire the Customer Service and Billing Department. This role offers an opportunity to work in a forward-thinking organization that values safety for employees and the 250000 residents it provides with clean drinking water and wastewater services. The Manager has a crucial role and is responsible for fostering a trusting and continuous learning environment contributing to the overall success and efficiency of the Customer Service and Billing Department.
The Manager will oversee the day-to-day customer service and billing activities of HVUD while providing strategic guidance and collaborating with a high-functioning team. The next Manager will be responsible for planning prioritizing assigning managing and supervising staff functions. The Manager is responsible for managing new accounts billing payments debt collections and resolving customer issues. They will set staffing schedules and coordinate activities with employees and outside agencies. Additionally they will develop and implement goals policies and annual budgets for the Customer Service and Billing Department and oversee the selection training and evaluation of department staff.
In this role the Manager oversees cash handling and deposits assists with audits and prepares and presents reports to management and the Board of Commissioners. They also prepare analytical and statistical reports on customer service and billing operations maintain customer service and billing systems with IT staff and vendors and communicate water and sewer rates to HVUD ratepayers.
Additionally the Manager will lead public relations efforts to improve customer and community relations maintain customer service content for the HVUD website evaluate innovative technologies to enhance processes for potential implementation within the Customer Service and Billing Department and ensure compliance with safety policies and regulations.
Priorities
- Develop and maintain positive relationships with the Board of Commissioners management team and within the Customer Service and Billing Department.
- Build an environment of trust and cross-departmental cooperation support open and reflective decision-making and leverage the teams collective knowledge to provide quality customer service.
- Assist in strategy development for potential enhancements to metering and meter reading procedures such as advanced metering infrastructure (AMI).
- Learn about current systems staff and methods before introducing modifications.
- Establish ongoing training initiatives for Customer Service and Billing Representatives.
The Successful Candidate
The next Customer Service Manager at HVUD will be knowledgeable and an empathetic professional who excels in the utility industry. They will understand the unique challenges of serving customers who rely solely on our water services and address their needs with patience and clarity.
The successful candidate will demonstrate strong problem-solving abilities identifying issues and implementing effective solutions to enhance customer satisfaction. They will manage sensitive information with discretion and professionalism fostering a trustworthy and supportive environment for both customers and colleagues. They will proactively address customer challenges and opportunities providing leadership in service excellence and continuously striving to improve operations through innovative practices and customer engagement.
Exceptional communication skills are essential for conveying information effectively and ensuring customer concerns are promptly and accurately addressed. This individual will be committed to maintaining ambitious standards of service and can lead a team with confidence and integrity. Their strong organizational skills and diligence will enable them to manage multiple tasks efficiently.
Additionally the Manager will excel in fostering collaboration and building strong relationships within the team. Exceptional leadership skills are characterized by transparency and openness which will help cultivate trust and a positive work environment. Their work will be driven by a deep commitment to ethical principles and integrity guiding their decisions and actions to uphold the highest standards of professionalism.
Qualifications
Minimum requirements include any combination of education and experience equivalent to a bachelors degree in accounting business management finance public administration public relations or related fields and five years of increasingly responsible experience in customer service billing and cash accounting including two years of supervisory and administrative responsibilities at a government or public utility.
Inside The District
Harpeth Valley Utilities District is a water and wastewater utility in Nashville Davidson County Tennessee that provides clean drinking water and waste-water service to approximately 19000 direct customers. Formed and organized in 1959 pursuant to the Utilities District Law of 1937 is a public utility providing water and wastewater services to customers in portions of Davidson Williamson and Cheatham Counties Tennessee. In total HVUD provides water to 250000 people in Davidson and Williamson counties.
Drinking Water Stats
- Over 19000 water service customers
- Over nine billion gallons of drinking water pumped per year
- 379 miles of drinking water lines in place
- 62 million gallons of per day drinking water treatment capacity
- Eight drinking water booster stations
Wastewater Stats
- Over 15200 wastewater service customers
- Treating more than one billion gallons of wastewater per year
- 213 miles of wastewater lines in place
- 30 wastewater lift stations
HVUD has an adopted budget of $52 million for the fiscal year 2025. HVUD is expanding their water treatment capacity to meet growing demand enhancing their financial planning and rate structures to ensure sustainability and investing in infrastructure improvements to maintain and upgrade their systems. These efforts reflect HVUDs commitment to providing exceptional service while planning for the needs of the community.
Their mission is to ensure the health and safety of the community through efficient and sustainable utility management. HVUD envisions a future where all residents have access to clean safe water and effective wastewater treatment striving to be a leader in the utility industry by adopting innovative technologies and practices. Guided by core values of quality excellence integrity relationships and dependability HVUD is committed to delivering the highest standards in service continuously improving and innovating upholding honesty and transparency building strong community partnerships and ensuring reliable service to meet customer needs.
The Community
Nestled in the heart of Tennessee Nashville-Davidson County is a vibrant community that blends the charm of a small town with the amenities of a big city. Located near Chattanooga Knoxville and Memphis Nashville-Davidson County is the central hub for commerce and travel for the region. Home to over 700000 residents Nashville-Davidson County is one of the most diverse areas in Tennessee. The community is a melting pot of cultures this diversity enriches the cultural fabric of this beautiful county making it a dynamic and inclusive place to reside. Neighborhoods like East Nashville Green Hills and Germantown are popular for their unique charm and community feel. Nashville offers numerous parks and recreational facilities. Centennial Park with its full-scale replica of the Parthenon is a major attraction. The Metro Parks system provides a variety of activities from hiking and biking trails to community centers and sports leagues.
Nashville is renowned for its vibrant arts scene often dubbed the Music City for its deep roots in the music industry. The Metro Nashville Arts Commission supports a wide range of cultural activities including public art installations music festivals and theater productions. The city is home to iconic venues like the Ryman Auditorium and the Country Music Hall of Fame. Nashvilles economy is diverse and robust with key sectors including healthcare music and entertainment tourism and advanced manufacturing. The healthcare industry is particularly significant with over nine hundred (900) healthcare companies based in the region contributing to the local economy. Major industries in Nashville include healthcare music and entertainment advanced manufacturing and tourism.
Founded in 1783 Nashville has a rich historical legacy. The city played a significant role during the Civil War and is home to numerous historical sites such as the Hermitage the home of President Andrew Jackson. The Metro Archives preserve valuable records that reflect the areas storied past. Nashville has garnered numerous accolades for its livability and economic strength. It has been recognized as one of the hottest job markets in the U.S. and one of the best cities in the South. The community is also noted for its efforts in addressing social service needs through comprehensive evaluations and strategic planning.
Nashville-Davidson County is a welcoming and vibrant community eager to share all that makes it a special place to live.
Quick Facts
- Population: 704963
- Median Household Income: $75197
- Median Home Value: $383100
- Median Age: 34.4
All demographic information was sourced from the U.S. Census Bureau.
Compensation and Benefits
The expected hiring range is $96000-$113000 depending on qualifications with an excellent benefits package.
Benefits offered include the following:
100% Employer Paid (after 30 days of employment):
- Medical/pharmacy dental and vision for employees and dependents
- Medical/pharmacy is $0 out of pocket if in-network doctors and facilities used and drugs are covered under plan for employees and dependents
- Short term and Long-Term disability for employees
- Defined Benefit Pension Plan with pre-retirement death benefit/life insurance policy$40k life insurance policy
- Employee Assistance Program for employees and dependents
- 12 Paid Holidays
- Vacation and sick timeTeladoc
- Partial tuition reimbursement
Employee Paid Benefits Options:
- 457(b) Retirement Plan
- Additional insurance; life cancer accident critical care hospitalization
How to Apply
Applicants complete a brief online form and are prompted to provide a cover letter and resume. The position will be open until filled with a first review of applications beginning August 11 2025.
Questions
Please direct questions to Pamela Wideman at and Niayla Hairston at .
Required Experience:
Manager
Employment Type
Full Time
