Client Liaison Manager

About Veolia North America

A subsidiary of Veolia group, Veolia North America (VNA) 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. VNA helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Mass., Veolia North America has more than 10,000 employees working at more than 350 locations across the continent. Please visit our website www.veolianorthamerica.com.

BENEFITS

Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

Position Purpose:

The Client Liaison Manager develops and maintains long-term trusting relationships with clients and key stakeholders and delivers the service and value added support they need. This position manages the day to day customer service activities for municipal contracts and identifies issues and areas of improvements by analyzing root causes in the areas metering, billing, and collections. This position will act as a liaison between the company various divisions of the organization and the municipal client and will be the primary entry point to address customer service issues.

Primary Duties/Responsibilities:

• Manages the Client relationship and is responsible for handling incoming calls from Clients as well as internal escalations from local Supervision for resolution. This responsibility also includes training and educating our Clients on relevant day to day processes to ensure the delivery of the highest level of service to our clients.
• Manages all aspects of the customer service activities that relate to ensuring compliance with each of our contract obligations.
• Oversees the NJ Revenue Integrity Team performance regarding back office work and serves as the key expert to resolved issues related to the work perform.
• Responsible for Lien Sale process for the various NJ contracts. This includes the required coordination with each Tax Collector and the various Clients to administer the Sale, manage the process with the various payment vendors to ensure certified funds for the period specified by the Tax Collector, inform and train the specific details of each years Lien Sale with the customer service team, address any issues surfacing from this process and ensures all the funds collected are accurately registered in the CIS System and deposited in the clients operating bank accounts.
• Manages the activities related to bankruptcies including the coordination of necessary data with our Legal Department.
• Manages the shut-off program for non-payment with the collection’s supervision and the field personnel and maintains communication and approvals with the Municipal Client.
• Manages the Aged Accounts Receivables including the top users. Makes recommendations to reduce the outstanding debt and ensures timely processing of all payments to maximize revenue.
• Monitors adherence to the various billing schedules for the Municipal contracts ensuring key controls are maintained and adhered to.
• Delivers Monthly Customer Service reports as required but the contracts and provides additional specialized monthly reports as requested by the client.
• Evaluates performance data and takes corrective action when required.
• Attends to Customer Service Operational meetings representing Customer Service and any other meetings as required.
• Investigates all escalated verbal and written complains received from the Hackensack Call Center and the other stand alone operations as well as from clients and responds with appropriate recommendations for actions.
• Coordinates with the various department to provide the necessary documentation to the Legal Department to support our position on legal cases. Serve as witness, if required by our Legal Team.
• Serve as a subject matter expert for contract operations and maintains continues communications with supervision and management teams regarding any changes to our contractual requirements.
• Works in conjunction with the Customer Service Management team in coaching, counseling and mentoring newly hired Customer Service Representatives to ensure they have gain the knowledge necessary to service our contracts.
• Creates and delivers training to the Customer Service Management staff related Contract Operations requirements and new client policies.
• Serve as a subject matter expert for all relevant ordinances, rates, contractual expectations and related information, including company policies, practices and procedures.
• Perform other duties as assigned.

Education/Experience/Background:

• High School Diploma or GED.
• 7-10 years Management experience in Customer Service related field.
• Excellent verbal and written skills and a commitment to excellent customer service.
• Experience working for Municipalities preferred.
• Principles of Accounting experience necessary.

Knowledge/Skills/Abilities:

• Strong planning, problem solving ability, data analysis skills, interpersonal skills, initiative, and the ability to work with different teams.
• Knowledge of Microsoft Office software, including Word, Excel, and PowerPoint.
• Knowledge of the English language, including grammar, spelling and composition.
• Skilled in communication with employees and ability to use tact and judgment for harmonious relations.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Also, ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Ability to use common sense to carry out detailed by uninvolved written or oral instructions.
• Ability to develop good relationships both internally and externally at all levels.
• Ability to maintain strong client relationships and communication skills.

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.