Customer Service Supervisor

5 days ago


West Nyack, New York, United States Veolia Environnement SA Full time

Job Description

Veolia North America is seeking an experienced Cash Collection and Metering Operations Manager to join our team. This role will be responsible for overseeing the day-to-day operations of our cash collection and metering teams, ensuring efficient and effective management of customer accounts.

Responsibilities:

  • Manage Customer Expectations: Continuously improve customer satisfaction surveys and reduce regulatory complaints by managing customer expectations effectively.
  • Maintain Key Metrics: Maintain adequate call center, backoffice, revenue, collection, and field service metrics as directed by managers or directors.
  • Schedule and Supervise Daily Workloads: Schedule and supervise daily workloads to meet demands on phones and backoffice exceptions, ensuring timely responses to customers.
  • Process Cash Collections: Manage the cash collection process in offices to meet auditing concerns and deposit cash and checks promptly.
  • Monitor and Report Performance: Monitor and report performance metrics to upper-level management through email, tracking spreadsheets, or phone calls.
  • Support Regulatory and Customer Complaints: Ensure regulatory complaints are resolved efficiently, following NYS Public Service Commission guidelines, and satisfy customers.

Qualifications:

  • Bachelor's Degree or Equivalent Experience: 5 years of experience in managing a team, preferably in call center management and/or billing, collections, and metering operations.
  • Demonstrated Technical Expertise: Significant technical expertise and experience required in internal control structure, policies, procedures, and compliance.
  • Leadership Qualities: Ability to motivate and direct staff, multitask, handle multiple deadlines, and projects.

Estimated Salary:$82,000 per year, based on national averages for similar roles and locations.



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