Veolia | North America · 8 hours ago
Customer Service Supervisor
Teaneck, NJ
Full-time
Hybrid
Mid, Senior Level
$85K/yr - $90K/yr
3+ years expVeolia in North America is the top-ranked environmental company in the United States, providing a full spectrum of water, waste, and energy management services. The Customer Service Supervisor is responsible for supervising the daily functions of the Customer Service/Call Center Department, ensuring quality service and customer satisfaction through effective management of staff and operations.
Water
Responsibilities
Monitor real-time contact center metrics and adjust staffing accordingly
Manage scheduling, adherence, and daily operational needs
Ensure department goals/SLAs are met
Complete required reporting (daily/weekly/monthly)
Assist Customer Service Manager with analyses and implementation of staffing needs
Oversee the day-to-day operations of Customer Service and Senior Clerks
Recruit, train, coach, and mentor CSRs and support staff
Conduct performance evaluations and provide feedback
Develop training programs and ensure regulatory compliance knowledge
Monitor quality through call reviews and scorecards
Take an active role in escalation process to ensure customer resolution and satisfaction, ensuring all customer escalations are handled in a proper and timely manner
Monitor customer satisfaction metrics
Ensure courteous, professional customer interactions
Oversee complaint resolution process
Maintain strong working knowledge and adherence of both regulated and contract customer service procedures
Monitor compliance with company policies and safety guidelines
Maintain quality standards through call monitoring and coaching
Ensure proper documentation and audit trails
Establish and optimize work procedures
Collaborate with internal stakeholders
Identify improvement opportunities
Participate in on-call rotation
Qualification
Required
Bachelor's Degree or equivalent work experience
Minimum of 3 -5 years supervisory experience in a call center/customer service environment
3+ years of customer service experience analyzing and solving customer problems
Excellent interpersonal, verbal and written communication skills
Expert working knowledge of CMS and IVR systems
Proficiency with Google Apps; Gmail, Sheets, Drive, etc. MSO (advance excel a plus)
Demonstrated ability to work successfully in a fast paced environment
Ability to work independently with minimal supervision
Must be able to utilize sound judgment and decision making
Demonstrated skills in the areas of call monitoring, coaching and performance evaluations
Excellent analytical problem solving and resolution skills
Ability to work effectively and communicate with all levels of managements, customers and frontline employees
Preferred
Utility or Telecommunication experience is a plus
Benefits
Paid time off policies
Health
Dental
Vision
Life insurance
Savings accounts
Tuition reimbursement
Paid volunteering
401(k) plan
Sick leave - 56 hours
Observed Holidays - 11 days
Vacation - Flexible Time Off
Eligible for up to 10% Annual Performance Bonus
Company
Veolia | North America
For more than 170 years, Veolia has been by the side of cities, industries and communities to help them manage, regenerate and protect their critical resources in the face of environmental challenges.
5001-10000 employees
H1B Sponsorship
Veolia | North America has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (15)
2024 (17)
2023 (8)
2022 (10)
2021 (9)
2020 (20)
Funding
Current Stage
Late StageLeadership Team
Bob Cappadona
President and CEO at Veolia North America
Christina DeLago
Chief of Staff - CEO
Recent News
2025-11-25
Providence Business News
2025-09-13
Company data provided by crunchbase