Manager of Customer Service

Company Description

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It 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. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Job Description

Position Purpose: 

The incumbent will provide direct supervision to the Mid Atlantic customer service departments which include the PA and DE call centers.

This position will provide the leadership in standardizing business processes across the Mid Atlantic business units to enhance the customer experience. The position will be responsible for developing and executing long-term strategies in accordance with Veolia’s overall customer strategy.

This position will be expected to identify and implement revenue assurance strategies that enhance the quality, integrity, efficiency, accuracy and timeliness of billed and collected revenues for both the PA and DE business units. They will establish an effective management control and reporting system that focuses on target attainment, financial control, billing integrity, cash flow optimization, ongoing productivity improvements and/or consistency and customer feedback that presents tangible and actionable information to ensure that we continue to respond and adapt to existing and evolving customer expectations.

To be effective in this role, at a minimum the incumbent will need strong leadership skills, mature interpersonal skills, an analytical mindset and general accounting principles.

Primary Duties/Responsibilities: 

• Promote and maintain a culture of safety first and ensure compliance with established safe working practices.
• Execute long-term strategies to enhance the customer experience and drive business performance while promoting Veolia as the water company of choice.
• Manage effective communication channels with both employees and management to deliver timely, consistent, and relevant updates regarding performance, service development and public opinion.
• Oversee customer response systems, ensuring that best practices are identified and communicated, and technologies are deployed and used consistently to maximize performance in relation to customers.
• Manage collection procedures and processes to pursue outstanding charges and minimize write-offs diligently, and fairly.
• Enforce policies, procedures and controls that ensure regulatory and contract compliance; revenue integrity and support the consistent delivery of exemplary service to customers.
• Manage controls and reporting system that gathers and presents tangible and actionable data to support target attainment, financial control, billing integrity, cash flow optimization and exemplary customer experience.
• Manage effective performance measurement and feedback channels for all employees under purview demonstrating an understanding of development needs and acknowledging key strengths.
• Track progress on all audit recommendations and actions through to resolution.
• Participate in due diligence, acquisition integration and special projects as necessary.
• Establish and monitor annual goals for the customer service department and assure that direct reports are adhering to the customer service standards implemented by corporate customer service.

Qualifications

Education/Experience/Background: 

• Bachelor’s Degree or 10 years of experience of experience managing a team.
• Minimum of 5 years of experience in Call Center Management and/or billing, collections and metering operations preferably in Regulated Utility.
• Project Management experience in relation to system development and implementation.
• Significant technical expertise and experience required as it relates to internal control structure, policies, procedures and Sarbanes Oxley (SOX) compliance.
• Direct supervision of union workforce.

Knowledge/Skills/Abilities: 

• Demonstrated ability to deal with customers, clients and regulators in a courteous, professional and diplomatic manner.
• Knowledge of cash management operations.

Additional Information

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement.

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.