Customer Service 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.

Pay Rate: $70,000 - $80,000, Annual

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 main responsibility of the Customer Service Manager is to define, implement, nurture and deliver a results-oriented team environment that meets operational performance expectations and delivers a customer experience that differentiates Veolia from peers and competitors. All efforts should have a clear focus on delivering exceptional service to Veolia’s customers in line with requirements defined by the Company, regulators and clients, and driven by customers’ needs and expectations. The scope of the position covers all aspects of office and field customer service activities including call center, billing, and collections, meter reading, and field service activities for all areas served.

Primary Duties/Responsibilities:

• Management/Supervision
  • Establish work procedures and processes that support company and departmental standards, procedures, strategies, and metrics in partnership with direct reports/team.
  • Prepare, oversee, and be accountable for annual operating and capital budgets.
  • Ensure departmental compliance with all environmental, health, and safety policies and requirements
• Key Account Management
  • Prepare and oversee annual customer experience feedback programs.
  • Ensure customer satisfaction while maintaining Key Performance Indicator (KPI) levels within expected guidelines.
  • Use data relating to complaints, inquiries and customer experience feedback to improve service standards in line with customers’ expectations and continuously enhance communication with customers.
  • Communicate with colleagues, internal and external customers, stakeholders, vendors/consultants and business partners/contacts in a clear, respectful and consistent manner.
  • Establish and monitor annual goals for direct reports and ensure that all department employees receive an employee performance/development review at least once a year.
• Regulations/Rules/Standard Operating Processes
  • Act as primary liaison to regulatory commission for resolution of customer complaints and issues.
  • Develop, communicate and enforce written policies, procedures and financial controls to harmonize, strengthen and support timely and consistent response to customer inquiries and complaints.
  • Conduct continuous process improvements of departmental procedures and processes.
  • Ensure compliance with all regulatory and contractual requirements.
  • Ensure compliance with all regulatory commission and/or contractual requirements as related to all aspects of customer service.
  • Develop and continuously improve work processes, and document same via Standard Operating Procedures (SOP’s).
• Department Improvements/Reports
  • Continually observe and recommend process improvements for the department.
  • Participate on special management projects and or Corporate initiatives, as necessary.
  • Participate in due diligence and acquisition integration when required.
  • Prepare detailed departmental operational and management reports.
• Miscellaneous
  • Manage relationships with key service providers ensuring that all services are in-line with contractual specifications.

Education/Experience/Background:

• Bachelors Degree in relevant field or equivalent work experience.
• BBA in Business Management or similar field preferred.
• 8 years experience in Customer Service or related field, preferably at management/supervisor level.
• Good understanding of and experience with budget development and accountability.
• Strong working knowledge of general accounting, billing, collections, cash management,
• meter reading, and field service activities, processes and systems.
• Project management experience in relation to system development and implementation

Knowledge/Skills/Abilities:

• Excellent leadership, management and supervisory skills:
  • Self-reliant / self-motivated and able to lead and adapt to change.
  • Experience with recruiting, hiring, training, and motivating.
  • Ability to train, coach, and mentor others in effective customer service practices, methods, and techniques.
  • Strong problem-solving abilities. Ability to synthesize data and translate insights into relevant, usable, actionable, strategic and tactical recommendations.
  • Strong interpersonal and communications (oral and written) skills including the ability effectively work with, interact, and communicate well with all levels of management, peers, customers, and frontline employees.
• Strong negotiation and conflict resolution skills:
  • Demonstrated ability to work with customers, clients and regulators in a courteous, professional and diplomatic manner.
  • Ability to work under pressure and within deadlines.
  • Ability to handle multiple tasks and employee/key customers’ demands with patience and diplomacy.
• Strong proficiency with Microsoft Office, especially Word and Excel:
  • Systems used include but are not limited to workforce management, IVR, AMI, CityWorks, customer information, contact & billing system (CC&B) and GIS.
• Strong knowledge of state and federal rules, regulations, codes and laws relating to customer service, collections, and privacy practices preferred

Physical Requirements:

• Physical: Ability to travel when required. Ability to sit for extended time periods.
• Sensory: Must be able to see clearly and hear. Must be able to speak to give direction and converse with others.
• Mental: Must be able to read complex operations reports, write detailed reports and prepare and deliver presentations. Ability to analyze complex operational and technical challenges and resolve same. Ability to interpret and explain complex regulatory requirements. Must be able to reason, problem solve and analyze complex operational challenges and resolve same. Must be able to learn new technological advances in water industry and train personnel. Must be able to work under pressure and meet deadlines.

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.