Supervisor of Customer Service

Company Description

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery.

Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Position

Purpose:

The Supervisor of Customer Service, New York is responsible for the overall environment of the customer service office(s), walk‑in payment center(s) and field service operations for the New York Municipal Water Division of Veolia. The role will provide supervision to the New York Customer Service Leader and CSRs. This spans across the call center, collections, billing, revenue integrity, and backoffice/field work.

The Supervisor oversees the daily assignments of bargaining unit employees in the New York – West Nyack Office, assuring that all activities are performed in an efficient and professional manner, in order to maintain set metrics and key performance indicators tracked by the Director of Customer Service and Metering. This role will also support the customer operations in other geographies that are a part of the New York division and serve as a resource divisionally in both customer service office and field functions, as needed.

The incumbent is responsible for providing an enhanced customer experience by meeting targeted call center, backoffice, revenue integrity, collections and field service metrics for approximately 127,000 customers. Provides daily direction and communication to employees so customer inquiries, field orders, regulatory complaints, and INCOME controls are all handled in a timely, efficient and knowledgeable manner.

Primary Duties/Responsibilities:

• Managing customer expectations to continuously improve Customer Satisfaction Surveys as well as reduce regulatory complaints.
• Maintain adequate call center, backoffice, revenue, collection and field service metrics as directed by the Manager(s) or Director of Customer Operations.
• Scheduling and supervising daily collection and service field work and scheduling monthly field visits to determine if collection staff are following all safety standards, as well as, optimally routing their routes and completing work.
• Manage call escalations for customers at every level, basically serve as the first point of contact at the management level.
• Daily reporting on key performance indicators to upper‑level management either via email, tracking spreadsheet or over the phone.
• Manage all daily / weekly / monthly INCOME controls for auditing purposes.
• Working closely with the Non Revenue Water Management Team to provide input and gather information for various non‑revenue water initiatives.
• Cover the Customer Service Department and/or Metering Department in NY and/or Westchester offices or divisionally as needed in any of the NY division office locations.
• As requested, manage other initiatives such as, but not limited to, CC&B Upgrades, Web Upgrades, or other special projects at the direction of the Director of Customer Service & Metering.
• Managing the Call Center and Walk in Office:
  • Responsible for ensuring customers are being responded to in a quick, and efficient manner by staff.
  • Scheduling daily workloads to meet demands on the phones, and backoffice exceptions.
  • Responsible for managing the cash collection process in the office to meet all auditing concerns as well as timely deposits of cash and checks.
  • Diligently respond to customer escalations in a professional and respectful manner whether over the phone or at the front counter.
  • Ensure staff have adequate supplies, and tools to perform their daily work load.
  • Perform call monitoring and provide feedback to staff for improvement.
  • Develop a friendly office…