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
• Adopt continuous improvement principles
• 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
• Department level financial management experience
• Proficient in Microsoft Office Products and Crystal Reports
• Strong interpersonal communication, leadership, and conflict resolution skills
• Strong analytical, problem solving, and organizational skills

Compensation

We offer competitive compensation and benefits including health, dental and vision, defined benefit pension plan, RRSP matching, health and wellness spending account, and 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