Description
Job Description
Job Title: Administrative and Customer Service Manager
Department: Finance and Administration
Reports To: Director of Finance and Administration
SUMMARY
Under the direction of the Director of Finance and Administration, the Administrative and Customer Service Manager oversees the daily operations of the Business Office, including customer service, billing, collections, accounts payable, and administrative functions. This role supervises office staff, ensures efficient and accurate financial and customer service operations, and provides administrative support.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Supervise Business Office staff, including scheduling, training, performance management, and participation in hiring and evaluations.
• Manage day-to-day office operations and ensure consistent, high-quality customer service.
• Respond to and resolve customer inquiries and complaints related to billing, service issues, and general account concerns; escalate issues as appropriate.
• Oversee customer billing processes and serve as backup to ensure timely and accurate billing.
• Performs and oversees all collections activities following the department’s policies and procedures.
• Handles the accounts payable functions, including purchasing activities and purchase order issuance.
• Assist with preparation and processing of biweekly payroll.
• Oversee and assists with reconciliation of daily cash receipts and support month-end financial reconciliations.
• Coordinate with Town departments, internal staff, and external vendors related to billing systems, office technology, and administrative systems.
• Maintain departmental filing, records retention, and document management systems in compliance with applicable requirements.
• Assist with preparation and submission of monthly/quarterly yearly reports to Town departments, auditors, and external agencies.
• Administer the Department’s residential conservation services program and serve as liaison to program vendors.
• Provide administrative support to the Superintendent and Operations staff as needed.
OTHER DUTIES
• Provide coverage for Business Office staff as needed.
• May be required to work outside normal business hours during power outages or emergencies.
• Maintain confidentiality in accordance with public records laws.
• Perform duties in compliance with all applicable laws, union contracts, regulations, policies, and collective bargaining agreements.
• Perform related duties as assigned by department leadership.
SUPERVISORY RESPONSIBILITY
This position supervises Business Office staff and participates in hiring, training, performance evaluations, and staff development.
Qualifications
• Bachelor’s degree in accounting, business administration, or a related field.
• Minimum of three (3) years of supervisory or related professional experience.
• Knowledge of accounting principles, customer service operations, and office management practices.
• Experience in a public utility environment with knowledge of Massachusetts Department of Public Utilities Requirements preferred, or an equivalent combination of education and experience.
• Proficiency in Microsoft Office 365 and computerized billing and financial systems (NDS, Peachtree, mPower).
• Strong organizational, communication, and problem-solving skills.
• Ability to supervise staff, manage competing priorities, and meet deadlines.
• Ability to interact professionally and effectively with staff, customers, vendors, and the public.
WORKING CONDITIONS
• Standard office environment with frequent interaction with staff and the public.
• Regular use of computers, phones, and office equipment.
• Occasional lifting, standing, bending, and carrying of files and materials.
• May be required to report to work during major storms or emergency events.
The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.
*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.
This is a full-time position, 40 hours per week. Salary is commensurate with experience and qualifications.
This position will remain open until filled, with a first review of applications on February 16, 2026.
Applications Available:
https://www.holdenma.gov/town-manager/files/employment-application
or from the Office of Town Manager, 1204 Main Street, Holden, MA 01520
Send Resume, Cover Letters and Application to: cknower@hmld.net or via mail to Holden Municipal Light Department, Attention Callie Knower, 1 Holden Street, Holden, MA 01520.
For further information contact Callie Knower, Director of Finance and Administration at (508) 210-5409 or via email at cknower@hmld.net.
Equal Opportunity Employer – The Town of Holden does not discriminate against the handicapped.