Job Description

Company Description

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 approximately 10,000 employees working at more than 350 locations across the continent. Please visit our website 

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 Customer Service Supervisor is responsible for providing quality customer service to customers through the daily management of the Customer/Field Service Representatives and Meter Readers to ensure customer calls, bills/payments, and service work are handled professionally, timely and accurately. The incumbent will establish policy and procedure as it relates to all aspects of customer service, collections and meter reading consistent with define and accepted processes with the Mid Atlantic Division and build strong working relationships with Corporate Customer Service Department to ensure highest level of service and efficiency.

Primary Duties/Responsibilities:

• Oversee and coordinate the work of the Customer/Field Service Representatives and Meter Readers as well as keeping abreast of all operational/business activities within the company.
• Develop, adopt and implement industry and company best practices as it relates to customer experience, meter reading, collections and field service.
• Prepare and monitor departmental capital and operating budgets. Once established, monitor department’s budget to meet BU and company goals.
• Complete daily, weekly and monthly reports to include but not limited to call volume, attendance, and staffs adherence to standards, BPU, KPIs, revenue statements and related statistical schedules.
• Responsible for developing and compiling and analyzing weekly and monthly reports including but not limited to Performance Indicator Reports, Customer Service Statistical Reports, Meter Read performance of billed cycles, etc.
• Ensure all customer inquiries and complaints are handled in a proper and timely manner.
• Perform daily call monitoring and performance feedback.
• Ensure customer service telephone lines are operational and daily messages are updated in a timely manner.
• Receive, process and post payment; coordinate daily deposit with Bank.
• Investigate, evaluate and provide answers to customer complaints related to their water service such as high bills, low and high pressure, water quality complaints.
• Perform all Customer Service functions related to Billing and Collections (Report analysis for consecutive reads, shut offs, collections, final reads, …)
• Review aged account receivables and take appropriate actions to ensure goal and objectives are met.
• Review and approve customer refunds, leak allowances, daily cash reports, account payable invoices, time sheets, and other reports as deemed appropriate by the Operation Manager.
• Ensure all billing rate changes are accurately/timely completed, coordinating these efforts with the Rate Department and Corp. CS. Ensure that productivity, quality and customer satisfaction goals and objectives are met.
• In coordination with Corporate Customer Service ensure prompt follow-up of customer complaints, approving adjustment, and handling complaints and adjustments not resolved at the Corp. CS level. Review and approve billing controls and debit/credit memos, investigate and resolve billing errors and other customer complaints, assist in the development of plans/policies and customer correspondence, and preparing letter submissions and other reports as necessary.
• Provide support in response to inquiries from the BPU.
• Develop/update meter-reading routes to optimize efficiency to include new technologies and lead in future AMI initiatives.
• Develop the routing and assignment of account numbers for all new customers.
• Verify daily billing and work with the meter reading schedule to ensure completion by the end of revenue month.
• Direct meter testing activities to comply with BPU and/or company standards.
• Maintain inventory of meters/parts.
• Coordinate activities with field service personnel to maintain proper meter reading schedule and receive field data for processing activities of the field service personnel.
• Oversee responses to customer/field service orders.
• Coordinate leak responses with Home Services.
• Coordinate the planning and scheduling.
• Administer vehicle and building maintenance program.
• Prepare contracts conforming to corporate standards as necessary.
• Participates on cross-functional teams.
• Participates in continuous improvement programs, leading by example.
• Establish effective working relationships with internal customers and business partners.
• Establish work procedures and processes that support company and departmental standards, procedures and strategies.
• Conduct staff meeting and feedback sessions.
• Work to resolve potential issues as it relates to bargaining unit employees and disputes with local union officials.
• Develop and work with direct reports in all areas such as employee relations, problem solving, setting and achieving goals, operational processes, scheduling, disciplinary action, terminations, equipment problems, safety training, etc.
• Active participant in recruitment process.
• Responsible for identifying training needs for staff and provide recommended training solutions as to develop the team.
• Provide support to CSRs, FSRs, and Meter Readers with customer contact and take an active role in the escalation process to ensure customer resolution and satisfaction.
• Ensure all CODIS controls are followed in line with agreed upon standards and perform periodic checks to validate compliance.
• Develop/update and implement standard operating procedures and best practices and supervise employees to ensure compliance.
• The Supervisor shall ensure that the department follows all guidelines set forth by the regulatory agencies such as the Board of Public Utilities and the NJDEP.
• Must be able to work extended hours and be available for stand-by duties to ensure coverage in an event of an emergency.
• Prioritize tasks and utilize management skills in order to meet deadlines.
• Ensure all staff members abide by the safety guidelines set forth by the company and report and/or take corrective action to resolve safety concern(s). This includes but is not limited to conducting safety training, accident prevention awareness and conducting safety monitoring of field staff at the work site.

Qualifications

Education/Experience/Background: 

• Minimum of an Associate’s degree or equivalent from a two-year college or technical school preferred.
• 5 years of supervisory or management experience and a minimum of 3 years operations experience in a utility.

Knowledge/Skills/Abilities: 

• Demonstrated ability to work successfully in a fast-paced environment demanding self-reliance combined with people skills and a well-honed sense of urgency and priorities.
• Demonstrated skills in the areas of call monitoring, coaching and performance evaluations.
• Superior interpersonal and communication skills.
• Excellent analytical problem solving and resolution skills.
• Must be able to handle multiple tasks and employee demands with patience and diplomacy.
• Ability to work effectively and communicate with all levels of managements, customers and frontline employees.
• Must be able to read, write and analyze. Must be able to problem solve, teach, and learn.
• Must be able to work under stressful situations.
• Must be able to maintain professionalism and confidentiality.
• Must be able to utilize sound business judgment in decision making.
• Must have a high energy level and a positive attitude.
• Must be able to make calm independent decisions and exercise good judgment.

Required Certification/Licenses/Training: 

• The employee must be in possession of a valid driver’s license.

Physical Requirements:

• Sit, stand and walk for extended periods of time; moderate lifting up to 15 pounds; ability to travel.
• Must be able to see, hear, speak clearly and converse.

Additional Information

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.

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