Utility Business & Customer Service Manager

Utility Business & Customer Service Manager

Salary

$89,949.08 - $122,526.04 Annually

Location

Various Locations within the City of El Paso, TX

Job Type

Unclassified

Job Number

U9210-1126

Department

El Paso Water Utilities

Opening Date

11/12/2026

Closing Date

11/17/2026 11:59 PM Mountain

FLSA

Exempt

Max Number of Applicants

50

• Description
• Benefits
• Questions

Requirements

MOS Codes: 3F000 (Air Force), 3404 (Marines Corps), 001815 (Navy)

Education and Experience: A Bachelors Degree or higher in Business or Public Administration, Accounting, or related field, plus five (5) years of professional customer service, administration experience.

Licenses and Certificates: Texas Class "C" Drivers License or equivalent license issued by another state.

General Purpose

Under general direction, manage customer service, business and administrative functions for El Paso Water Utilities (EPWU).

Typical Duties

Plan, direct, implement and control customer service activities. Involves: Review and evaluate service and control delivery methods and systems in accordance with State and Federal laws. Analyze existing procedures and recommend changes and improvements. Oversee customer public relations, complaints and cashiering functions. Manage meter reading and repair, customer billing and inspection functions. Handle difficult customer relation problems in accordance with established departmental policies and procedures. Respond to and resolve difficult or unprecedented cases that may necessitate deviation from general policies. Refer difficult complex cases to director for guidance and disposition, as necessary. Interpret and explain laws, ordinances, codes, and rules and regulations to contractors, customers and the public. Ensure customers are charge according to fee or rate structures, investigate discrepancies, and authorize refunds or account adjustments. Approve extensions on delinquent accounts. Integrate customer service activities with those of other sections. Verify, analyze and participate in implementation and upgrading of information systems or modules.

Coordinate the departments business activities. Involves: Review, develop, and modify accounting methods to improve existing procedures, insure conformity to policy, and increase effectiveness. Assess and evaluate business licensing, permitting, and revenue collections activities. Verify journal and ledger entries of cash and check payments, purchases, expenses and trial balances. Prepare annual budget to include projections for resources to meet short and long term goals and objectives, including personnel, facilities, capital improvements, programs and services. Report on scopes of audits, financial conditions, source and application of funds, and recommendations for financial operations improvements. Perform specialized analysis such as the impact of changes to fee rates and cost of service studies. Prepare various reports and studies on operations and activities. Prepare and maintain various periodic operational and financial reports including revenue and disbursement summaries.

Perform administrative, professional and incidental duties. Involves: Supervise payroll and personnel functions. Supervise operation, maintenance and updating of legal documentation and other required department record keeping such as payroll, employee files, purchase requisitions and other transactions. Research, coordinate and respond to open records request. Substitute as qualified for subordinates during temporary absences to maintain continuity of normal services. Attend city council meetings and represent department at committee meetings, conferences and other events. Testify in court as required.

Supervised assigned staff. Involves: Schedule, assign, instruct, guide and check work. Appraise employee performance. Provide for training and development, enforce personnel rules and regulations, and work behavior standards firmly and impartially. Counsel, motivate and maintain harmony. Interview applicants. Recommend hiring, termination, transfers discipline, merit pay or other employee status changes.

General Information

For a complete job specification, click here.

Note: This is an unclassified contract position.

Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

Please note: Applicants with foreign diplomas, transcripts and degrees must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.

A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as "See résumé" are not acceptable and will result in the application being considered incomplete.

To qualify for this position, the required education, experience, knowledge and skills must be clearly stated on your application's employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

Determined by agreement

01

Do you have a Bachelors Degree or higher in Business or Public Administration, Accounting, or related field?

• Yes
• No

02

Do you have a minimum of five (5) years of professional customer service, administration experience?

• Yes
• No

03

Do you have a valid USA drivers license? If so, what type of drivers license do you have?

• Texas Class A - CDL or equivalent from another state.
• Texas Class B - CDL or equivalent from another state.
• Texas Class C or equivalent from another state.
• No, I do not have a valid drivers license.

04

Applicants with foreign diplomas, transcripts and degrees must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Have you had your diploma, transcripts, degree or other required documents translated and evaluated by an agency of NACES?

• Yes, it has been translated and certified and I can provide documentation upon a job offer.
• No, I have not had my degree translated and certified.
• N/A - my degree is from an accredited U.S. university or college.

05

Candidates will be evaluated based on the information provided on the application and the completeness of the responses to the Supplemental Questions. The following will disqualify you from moving forward in the recruitment process. -Failure to fully detail all work experience and job duties. -Failure to fully detail all lead, supervisory and managerial experience and duties if required. -Overlapping dates of work experience. -Copying and pasting directly from the job specification. -Responses referring to your résumé.

• I acknowledge I have read and understand the above information.

Required Question

Employer City of El Paso

Address 300 N. Campbell

El Paso, Texas, 79901

Phone 915-212-0045

Website http://www.elpasotexas.gov