Team Lead for Customer Operations
1 day ago
The Customer Service Supervisor role at Veolia North America is responsible for overseeing the customer service office(s), walk-in payment center(s), and field service operations for the New York Municipal Water Division. This includes supervising a team of customer service representatives, managing daily assignments, and ensuring all activities are performed efficiently and professionally to meet set metrics and key performance indicators.
The ideal candidate will have a strong background in call center management, billing, collections, and metering operations, with experience working in a regulated utility environment. They will be able to lead by example, motivate and direct staff, and work effectively with regulators, customers, and other stakeholders. Additionally, they will be 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.
Key Responsibilities:
- Manage customer expectations to continuously improve customer satisfaction surveys and reduce regulatory complaints.
- Maintain adequate call center, backoffice, revenue, collection, and field service metrics as directed by management.
- Schedule and supervise daily collection and service field work and schedule monthly field visits to determine if collection staff are following all safety standards and optimally routing their routes.
- Manage call escalations for customers at every level, serving as the first point of contact at the management level.
Requirements:
- Bachelor's degree or 5 years of experience managing a team.
- Minimum of 5 years of experience in call center management and/or billing, collections, and metering operations preferably in a regulated utility environment.
- Demonstrated ability to deal with customers, clients, and regulators in a courteous, professional, and diplomatic manner.
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