CUSTOMER ACCOUNTS DIRECTOR

Greenwood Commissioners of Public Works is a municipal utility providing electric, gas, and water services in the Upstate of South Carolina. We are located in Greenwood County, which has a population of approximately 70,000.

We are looking for an individual to oversee the daily operations of our Customer Accounts department. Your primary responsibilities will be providing leadership and oversight to employees in the department to ensure accuracy of billing and record-keeping and the provision of high-quality service to CPW customers. You will be leading and helping develop employees in billing, customer payments, customer service, and meter services. Customer Accounts provides support to all other departments and plays an integral role in ensuring our operational departments can provide gas, water, and electric utilities to our customers. Must have the ability to exercise independent judgement and initiative, and attention to detail to ensure the proper application of departmental and company policies and procedures. The Customer Accounts Director reports directly to the CFO.

If you are a strategic leader with a strong customer service background and a passion for serving your community, we encourage you to apply.

Key Responsibilities

Leadership & Team Development

• Provide strategic leadership and daily directions to Customer Accounts Department personnel.
• Establish priorities, assign work, coordinate schedules, and monitor operational performance.
• Foster a culture of accuracy, accountability, teamwork, and continuous improvement.
• Support employee development through coaching, performance management, training, and succession planning.
• Participate in hiring decisions and provide recommendations regarding promotions, transfers, discipline, compensation adjustments, and other personnel actions.

Customer Accounts Operations

• Directly supervises Customer Accounts Supervisor, Customer Payments Supervisor and Meter Services Supervisor assuming such responsibilities as instructing; assigning, reviewing, and planning work; maintaining standards; coordinating activities; allocating personnel
• Ensure the accuracy of all bookkeeping/accounting records, reports and customer billing and correspondence.
• Evaluates the efficiency and effectiveness of department operations, including computer programs and equipment. Makes recommendations for improvements as appropriate and works with software vendors to resolve software problems.
• Receives and responds to inquiries, concerns and complaints from municipalities, county and city officials, governmental and local agencies, customers, etc. Supervises the investigation of consumer complaints and concerns.
• Receives and responds professionally, courteously, and promptly to inquiries, concerns, and complaints from internal and external customers. Ensure customers receive professional, courteous, and prompt service from department employees. Explains department policies and procedures.
• Ensure supervisory personnel maintain a policy and procedure manual that addresses essential job functions of subordinate staff.

Safety, Compliance & Risk Management

• Keeps abreast of Payment Card Industry (PCI) Compliance, Red Flag Rules and Regulations, trains subordinates.
• Maintain departmental readiness for audits, inspections, and regulatory reviews.
• Confers with company attorneys as needed regarding legal concerns related to customer accounts.
• Support emergency preparedness and response efforts related to utility operations.

Planning, Budgeting & Communication

• Develop and implement departmental policies, procedures, and operational standards.
• Assist in the preparation, administration, and monitoring of departmental budgets.
• Keep the CFO and General Manager informed of department activities, priorities, challenges, and opportunities.
• Prepare and review operational, financial, regulatory, and performance reports.
• Responds calmly and professionally in confrontational situations to diffuse irate internal and external customers.

Customer & Community Engagement

• Support exceptional customer service through responsive communication and effective problem resolution.
• Respond to inquiries and concerns from customers, municipal officials, regulatory agencies, and community stakeholders.
• Represent Greenwood CPW at industry, regional, and professional meetings and events.
• Build and maintain positive relationships with public officials, emergency response agencies, contractors, consultants, and utility partners.

Minimum Qualifications

• Bachelor’s degree in business administration, Management, Accounting, or a related field.
• Three (3) years of progressively responsible experience in customer service operations, including significant supervisory and leadership responsibilities.
• Equivalent combinations of education, training, and experience that provide the required knowledge, skills, and abilities may be considered.

Preferred Qualifications

• Experience managing customer service teams and interacting with the general public
• Knowledge of public utility or municipal operations
• Experience with budgeting, problem-solving, process improvement, and de-escalation skills
• Exceptional time management and critical thinking skills

Why Greenwood CPW?

At Greenwood CPW, our employees make a meaningful impact every day by delivering essential utility services that support the quality of life and economic growth of our community. We offer an opportunity to lead critical infrastructure operations, develop talented employees, and help shape the future of utility services in Greenwood and surrounding area.

Join a team committed to safety, service, reliability, and excellence.

HOW TO APPLY: Interested candidates are encouraged to submit an application and resume using one of the options below.

• Online: Submit an online application and resume through the Greenwood CPW website, greenwoodcpw.com .
• Mail: Greenwood CPW, P. O. Box 549, Greenwood, SC 29648.
• In person: 121 West Court Avenue, Greenwood, SC.
• Email: asimpson@greenwoodcpw.com .
• Deadline: Position will remain open until filled.