POSTING DEADLINE

This position is posted until 9/24/2026

DEPARTMENT

Department:: Metro ABQ Meter Reading

Hiring Manager: Ryan Saiz-Buchannan

JOB DESCRIPTION

Manager, Meter Reading and Collections

Salary Grade: G04
Minimum Midpoint Maximum
$110,004 - $148,506 - $187,007

SUMMARY:
Directs and manages state-wide customer service functions, including: new service, meter reading, credit and collections, customer service walk-in centers, cashiering, and employee performance. Manages all escalation issues and responds to difficult customer inquiries. Creates and executes the vision, strategic goals, and expectations of the department.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manages resources, maintains customer service infrastructure, and provides supervision
Manages service levels, scheduling, and turnover
Ensures the productivity and accuracy of meter readers
Ensures field collections are worked in a satisfactory manner and the correct posting of transactions
Oversees the scheduling and training of meter readers and field collectors
Directs support services and handles difficult service inquiries
Develops and implements overall marketing goals and objectives of the department; assists with marketing programs and initiatives to support small commercial customers
Develops, deploys, and manages meter reading and collection technologies and responses
Manages union and non union labor relations issues within area of responsibility
Communicates with the Regulatory and Legal Departments regarding rule compliance
Implements, supports, and monitors the company's loss control and safety policies to ensure employee awareness and a safe work environment
Prepares the department budget, ensures budget targets are met, and makes all department financial decisions
Maintains credibility and provides leadership to the community through involvement in civic and social organizations and interaction with city, county, state, and tribal government officials
Represents the company in professional organizations with other utilities

COMPETENCIES:
In depth knowledge of customer service functions in area of responsibility
Extensive knowledge of the NMPRC, regulations, policies, and procedures
Understanding of the company's loss control and safety programs including DOT, CQ, and OSHA standards

Operational understanding of the various rate tariffs associated with customer categories
Ability to manage and lead employees in a production environment
Ability to interpret and apply the union contract where applicable
Ability to administer quality assurance programs
Ability to prepare and manage budgets
Strong analytical and conflict resolution skills
Proficient planning and time management skills
Ability to manage difficult or emotional customer situations while maintaining a professional and courteous demeanor
Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations
Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency

QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
Bachelors degree from a four-year college or university, preferably in business administration, accounting, management, or finance, with seven to nine years of related experience, to include two years of management experience, or equivalent combination of education and/or experience related to the discipline.

Masters degree is preferred.

SUPERVISORY RESPONSIBILITIES:
Leads a team of meter reading and field collection professionals to efficiently deliver quality service to customers. Hires, trains, develops, evaluates, rewards, and terminates employees. Designs, organizes, prioritizes, schedules, and leads work assignments. Mentors supervisors within the department. Ensures that all performance plans are completed in timely, equitably, and fairly.

COMMUNICATION SKILLS:
Ability to read, analyze, write, and interpret documents, including: safety rules, operating procedures, instructions, general business periodicals, professional journals, technical procedures, governmental regulations, and correspondence
Ability to speak clearly and persuasively in positive or negative situations
Ability to effectively listen and get clarification to respond to a wide-range of questions
Ability to effectively present information and respond to questions from various groups
Ability to effectively articulate expectations and department goals

MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, ratios, and percentages

COMPUTER SKILLS:
Advanced knowledge of spreadsheet, word processing, database, and presentation software
Advanced knowledge of personnel, budget, billing, field, and invoice systems
Ability to navigate through and find critical information within Banner CIS
Strong understanding of ITRON technology and other meter reading technologies

ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to define problems, collect data, establish facts, and develop viable and measurable solutions. Ability to obtain and accurately analyze information. Ability to identify the impact of company's high-level objectives.

PHYSICAL DEMANDS:
Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time. Good vision and ability to adjust focus is required. Manual dexterity is required. Must occasionally lift and/or move up to 10 pounds. Must be able to travel within the company service areas. Must be able to periodically work weekends and evenings.

WORK ENVIRONMENT:
Office environment.

DEGREES:
Bachelors Degree
Masters Degree

Share: