Account Services Manager

Join the Team That's Growing Healthy Communities. Work with Purpose. Live with Possibility. At Aquatera, we're more than a utility provider, we're environmental leaders delivering high-quality water, wastewater, and solid waste services while building healthier communities across Alberta. As a locally owned organization and an Alberta Top Employer, we're proud to offer meaningful work, opportunities for development and growth, and a fulfilling lifestyle all within a supportive work environment. Everything we do contributes to cleaner water, a healthier environment, and stronger communities so you'll go home knowing your work truly matters. We foster a strong, supportive culture grounded in safety, integrity, collaboration, and innovation. With opportunities for training, mentorship, and career advancement, Aquatera is a place to grow and thrive while maintaining a positive work life balance. We're looking for passionate and diverse professionals who share our values and are committed to making a lasting impact.

About the Role The Account Services Manager is responsible for managing Customer Service, Billing, Collections, Bulk Water and General Accounts Receivables for Water, Wastewater and Solid Waste Services within Aquatera's service area. Administration and collection of Aquatera's Infrastructure Charge and Meter Fees. This role is accountable for executing tactics that embody value for all customers that require Aquatera services.

Key Responsibilities

Manage and develop a high performing team of employees

Provide the highest quality of customer service as the Account Services Department is the primary customer contact for Aquatera

Ensure all services and products are accurately metered and billed

Ensure monies owed to Aquatera are collected

Provide leadership, coaching, development, training, and recognition for all employees

Manage recruitment, performance management, progressive discipline, and conflict resolution for department

Promote Aquatera's Health & Safety Program, and comply with Aquatera's Health & Safety Policy and Alberta's Occupational Health & Safety Act, Regulation, and Code

Ensure employee safety, wellness, morale, and a supportive teamwork environment

Manage department processes, priorities, and resources

Manage effective billing, payment, and collections processes

Promote and develop continuous improvement initiatives to ensure best practices are being implemented

Protect customer data integrity within FOIP and PIPA guidelines

Manage regional customer service, billing, and collection for water, wastewater, and solid waste utilities

Manage water meter reading technology, installations, exchanges, and maintenance

Manage general accounts receivable with bulk water administration

Manage the administration and collection of Aquatera's infrastructure charge and meter fees for water and wastewater services

Manage and prepare the utility bylaws including updates and rate changes with municipal shareholders

Manage the billing, collection, financial reporting, and payment of municipal franchise fees to Aquatera shareholders and clients

Manage utility billing software, online payment systems, meter reading technology, and the integration of these systems

Manage special projects within the department

Coordinate with Engineering on new service connection challenges

Coordinate with Meter Services and Distribution/Collection on customer service/metering challenges

Coordinate with Communications and Purchasing for printed materials, including designing and purchasing

Coordinate with Communications on website content relating to Account Services

Manage department equipment including inserting machine, printers, and copiers

Prepare and administer department operational and capital budgets

Resolve difficult customer issues and reduce impact to other departments

Negotiate and manage contracts and maintenance agreements

Research rate comparison, prepare consumption reporting, and other rate studies

Provide customer/location type/metering/usage database reporting to all departments and shareholders

Other duties as required

Qualifications and Required Skills

Bachelor of Commerce Degree and/or Diploma in Management

3-5 years' experience in management

3-5 years' experience in providing high quality customer service

Advanced computer knowledge for systems integration, conversions, and implementation of new technology

Knowledge and experience in call centers, utility billing, and work order systems

Technical knowledge of water meter measurement applications, installations, and meter systems

Proficient in Microsoft Office Products and Crystal Reports

Strong interpersonal communication, leadership, and conflict resolution skills

Strong analytical, problem solving, and organizational skills

Compensation

health, dental and vision

defined benefit pension plan

RRSP matching

health and wellness spending account

above average vacation benefits

Conditions of Employment

Legally entitled to work in Canada without limitations

Valid Class 5 driver's license and satisfactory driver's abstract

Satisfactory criminal record check

Pass comprehensive drug and alcohol test

Ready to make a difference? This competition will remain open until a suitable candidate is selected. We thank all applicants for their interest. Only those selected for an interview will be contacted.

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