Customer Accounts Manager

Salary : $162,136.00 - $218,212.80 Annually
Location : Moulton Niguel Water District, CA
Job Type: Full-Time
Job Number:
Department: Customer Accounts
Opening Date: 10/02/2026
Closing Date: Continuous

Summary
Under general direction from the Deputy General Manager or designee, manages, plans, organizes, and oversees the activities and operations of the customer accounts department which oversees customer billing, payments and customer service office. The District prides itself on providing industry leading service to customers by focusing on customer experience which includes active collaboration between the District's Customer Accounts Department and all other District Departments. This position acts as the lead integrator, bridging the Customer Accounts staff to operations, engineering, communications and all other aspects of the District to ensure expedient and quality customer experience is provided to the community. This classification is responsible for the management of the Customer Accounts department including planning activities to ensure the District improves customer outcomes by improving the operation of the entire Customer Accounts Department. The Customer Accounts Manager makes policy recommendations and departmental plans to Executive Staff to ensure established policies and procedures meet overall departmental needs and customer experience goals. This is a management level position that provides strategic direction for the Customer Accounts department.

Essential Functions
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position.

1. Plan, organize, and direct Customer Accounts personnel to ensure completion of all work according to assigned schedules as well as active coordination with Customer Service Field Staff.
2. Manage and respond to customer complaints from all departments concerning water leaks, pressure problems, high water bills, sewerage problems, etc., in a quick and efficient manner providing an excellent customer experience in coordination with field operations staff.
3. Manage and provide direct oversight for the day-to-day activities of assigned staff.
4. Attend Board of Directors and Committee meetings providing input and expertise relative to customer experience initiatives; prepare and present at Board and Committee meetings; prepare related agenda items.
5. Oversee development and provide input on research, analysis and reporting on various segments of the District's operations; oversee staff collection and analysis of data including information on current District practices, policies and procedures; identify, investigate and make recommendations for changes as necessary; oversee development of cost benefit analysis on proposed changes.
6. Oversee Water Budget Based Rate Structure (WBBRS) utility billing, customer account maintenance, payment processing, resolution of customer issues and concerns, and bad debt collection activities.
7. Manage the procedures for all active delinquent account processing, including late notices, turn-off lists and delinquent customer phone calling.
8. Review current operational systems to support customer account functions, billing and finance related programs; make recommendations for system updates or changes to ensure compliance with policy or program objectives; coordinate with appropriate staff and departments for any updates to operational systems.
9. Assist in the development, administration, and enforcement of District policies and procedures as approved by the General Manager and the Board of Directors; ensure compliance with all applicable federal, state and local laws and statutes related to the implementation of programs and projects at the District; assist employees with the interpretation and application of existing and new policies and procedures.
10. Effectively interface with other management staff on a regular basis.
11. Direct and approve consultant selection and contract negotiation.
12. Stay current with technology in order to ascertain the most efficient system improvements and provide input into the implementation of technological advances to enhance the customer experience, including coordinating with field operations staff; define required changes and coordinates with the IT Department when appropriate for support during implementation.
13. Attend meetings at other agencies on behalf of the District.
14. Represent the District at public and professional organizations, as well as on committees/workgroups of other water agencies.
15. Attend and participate in professional group meetings; maintain awareness of new trends and developments in the fields of billing, finance, and customer experience; incorporate new developments as appropriate.
16. Conduct regular project management and/or staff meetings with department staff.
17. Participate in the selection, counseling, and training of employees; supervise, coordinate work and evaluate performance of assigned personnel while providing guidance and employee development goals; recommend salary adjustments, promotions, or disciplinary actions for assigned staff.
18. Interface and assist other divisions of the District regarding our customers' experience.
19. Perform other duties as assigned.

Qualifications
Any combination of education and experience that would likely provide the required knowledge, skills and abilities (KSAs) may be qualifying. A typical way to obtain the KSAs is:

1. Bachelor's degree from an accredited college or university in Business, Communications, Accounting, Management, Economics, Finance, or related field desired.
2. Three years of increasingly responsible supervisory experience and project management desired.
3. Demonstrated ability to have collaborative working relationships with key stakeholders including the public and internal departments.
4. Knowledge of principles of customer service in a utility setting and ability to distill complex information in a customer friendly manner.
5. Skills necessary to supervise, plan, direct, review and evaluate the work of assigned staff.
6. Ability to communicate effectively, both orally and in writing. Strong writing skills required.
7. Possession of a valid California driver's license and maintenance of a safe driving record.

Physical Qualifications
Position requires occasional stooping, bending, climbing, lifting, walking, reaching, and the ability to carry and lift materials related to general office/data processing maintenance weighing up to 35 pounds. In addition, this position requires oral communication with District management, coworkers, and District customers; regular use of the telephone for communication; operation of office equipment such as computer terminals and copiers; sitting for extended periods of time and hearing and vision within normal ranges.
INSURANCE BENEFITS
Coverage is effective the first day of the month following employment.

Health Insurance:The District contracts with CalPERS for health insurance coverage. Employees may elect from any of the HMO or PPO plans offered at time of enrolment. The cost of health premiums is shared between the District and the employee. Employee's share of health premiums are deducted via payroll, bi-monthly on a pre-tax basis.
Dental & Vision Insurance:
MNWD pays 100% of plan premiums for PPO dental coverage through DELTA Dental, as well as vision coverage through VSP.

Medical Opt-Out:
Eligible employees with outside comparable coverage may elect to waive participation in the health, dental and vision insurance plans offered by the district and receive a monthly payment equal to $600.

Life & Disability Insurance:
MNWD pays 100% of premiums for life & disability insurance provided by The Standard. MNWD does not participate in Social Security or State disability programs.

FSA (Flexible Spending Account)
Eligible employees may enroll in a Flexible Spending Account which allows for pre-tax funds to be used towards qualified medical and/or dependent care expenses.

RETIREMENT & DEFFERED COMPENSATION

California Public Employees' Retirement System (CalPERS):
"Classic" members are enrolled in the CalPERS 2% @ 55 benefit formula with one-year final compensation, and 7% member contribution rate. "New" or PEPRA members are enrolled in the CalPERS 2% @ 62 benefit formula with three-year final compensation, and 8% member contribution rate.

Deferred Compensation (Lincoln Financial Group):
Eligible employees may enroll in a voluntary 457(b) deferred compensation plan available through Lincoln Financial Group. The District matches a portion of the employee's 457(b) deferred compensation contribution, up to a maximum of 2% of salary. Match funds are contributed directly to a separate 401(a) plan.

Federal Insurance Contributions Act (FICA):
The District and the employee each contribute the 1.45% Medicare mandatory contribution. The District and employee will not contribute towards Social Security.

PAID TIME OFF

2026 Holidays:
The District observes the following paid holidays for all employees:
New Year's Day - January 1
Martin Luther King Day- 3rd Monday in January
President's Day - 3rd Monday in February
Memorial Day - Last Monday in May
Independence Day - July 3
Labor Day - 1st Monday in September
Veteran's Day - November 11
Thanksgiving Holiday - Thanksgiving Day & Day After
Christmas Eve - (Half day) December 24
Christmas Day - December 25
New Year's Eve (Half day) - December 31
Floating Holiday - 30 hours accrued annually on July 1st

Vacation Leave:
All Non-Management employees accrue vacation leave as follows:
1st year through 5th year = 80 hours per year
6th year through 10th year = 120 hours per year
After 10 years of continuous employment = 160 hours per year

Sick Leave:
All employees accrue sick leave equivalent to 96 hours per year. An employee may carry over a maximum of 176 hours of sick leave each calendar year. Each December, sick leave accruals are paid out at 75% for those hours in excess of 176.
01

All employment applications will be reviewed for accuracy, completion, relevant experience, education, training and other job related qualifications. Your governmentjobs.com profile within your application is the primary tool used to evaluate your qualifications for the position. It is your responsibility to show; your relevant education (including high school information regardless of higher education); a minimum of 7 years of employment history (beginning with your most recent or present employer); for each employer listed you must provide contact information, duties performed, and your reason for leaving each job; explain any gaps in employment greater than 6 months; provide detailed information regarding your relevant knowledge and training by answering all supplemental questions to the best of your abilities. Providing duplicate responses or the phrases "see resume" or "see above", may be cause for your application to be rejected as incomplete. Please note that incomplete applications will not be considered. Please indicate below that you have read, understand, and agree to these criteria related to your application submission.

• I have read and fully understand the above statement regarding the requirements in completing and submitting this application.

02

Please indicate your highest level of related education in Business, Communications, Accounting, Management, Economics, Finance, or related field.

• Associate's Degree
• Bachelor's Degree
• Master's Degree
• I have a degree in another field
• I do not have a college degree

03

How many years of supervisory experience do you have?

• 2 years or less
• 3-5 years
• 5+ years
• I do not have supervisory experience

04

One of the core principles that guides the work done at MNWD is honesty. All staff strive to emulate the HERO model (Honesty, Effort, Respect, One-team). To that end, we ask that you do not use AI to generate any of your responses to the supplemental questions that follow. While AI is used in the workplace, we are interested to have you respond in your own words for purposes of the application.

• I have read and fully understand the above statement. I further agree not to use AI when responding to the questions included in this application.

05

Describe one of the most complex projects you personally managed. Be sure to include your specific involvement and others that you collaborated with on the project. (Please limit your response to 250 words.)
06

Provide the job classifications of those you directly supervised (i.e., those you wrote performance appraisals for) and how long you supervised each position.
07

Describe one of the most complex utility billing situations you handled. Be sure to include your specific involvement as well as the final outcome. (Please limit your response to 250 words.)
Required Question