Veolia | North America · 4 hours ago
Supervisor of Customer Service
West Nyack, NY
Full-time
Onsite
Mid, Senior Level
$73K/yr - $92K/yr
5+ years expVeolia in North America is the top-ranked environmental company in the United States, specializing in water, waste, and energy management services. The Supervisor of Customer Service in New York is responsible for overseeing customer service operations, ensuring efficient handling of customer inquiries and regulatory complaints while managing a team to meet performance metrics.
Water
Responsibilities
Managing customer expectations to continuously improve Customer Satisfaction Surveys as well as reduce regulatory complaints
Maintain adequate call center, backoffice, revenue, collection and field service metrics as directed by the Manager(s) or Director of Customer Operations
Scheduling and supervising daily collection and service field work and scheduling monthly field visits to determine if collection staff are following all safety standards, as well as, optimally routing their routes and completing work
Manage call escalations for customers at every level, basically serve as the first point of contact at the management level
Daily reporting on key performance indicators to upper-level management either via email, tracking spreadsheet or over the phone
Manage all daily / weekly / monthly INCOME controls for auditing purposes
Working closely with the Non Revenue Water Management Team to provide input and gather information for various non-revenue water initiatives
Cover the Customer Service Department and/or Metering Department in NY and/or Westchester offices or divisionally as needed in any of the NY division office locations
As requested, manage other initiatives such as, but not limited to, CC&B Upgrades, Web Upgrades, or other special projects at the direction of the Director of Customer Service & Metering
Managing the Call Center and Walk in Office : Responsible for ensuring customers are being responded to in a quick, and efficient manner by staff
Scheduling daily workloads to meet demands on the phones, and backoffice exceptions
Responsible for managing the cash collection process in the office to meet all auditing concerns as well as timely deposits of cash and checks
Diligently respond to customer escalations in a professional and respectful manner whether over the phone or at the front counter
Ensure staff have adequate supplies, and tools to perform their daily work load
Perform call monitoring and provide feedback to staff for improvement
Develop a friendly office environment and atmosphere to improve productivity of staff by providing staff with awards, and incentives
Update the phone system as needed with emergency main break information, updates on discolored water or main breaks
Managing Regulatory and Customer Complaints : Ensure that all regulatory complaints are responded to in an efficient manner with a resolution that follows NYS Public Service Commission guidelines and satisfies the customer to the best of our ability
Work with the regulator to settle cases, come to agreements with customers, and attend informal hearings with the regulator
Work with customers on a case-by-case basis to come to an agreement or understanding of their issue and resolution of that issue
Managing Collections & Field Service : Work closely with staff to provide them feedback on the top collection candidates for termination of service
Closely work with the Manager and/or Director of Customer Service to develop strategies and plans for collection activities such as additional phone calls, and letter campaigns
Keep close financial benchmarks to track accounts receivables
Work closely to monitor and review write off reports as well as Penn Credit reports for accuracy
Handles processing of all bankruptcy accounts
Monthly review and resolution of all customer disputes by working with the meter department on collecting meter test results and providing that information to customers
Daily/Weekly/Monthly review and assignment of field service work routing, ensuring customer expectations/appointments are met, including providing support to meter department staff in office and in the field to ensure work completion rates
Managing Revenue Integrity and Non-Revenue Water Initiatives : Review accounts requesting leak adjustments to make determinations and discuss cases with customers, and areas for future improvements
Review and monitor "pending bills" in the billing system to make sure bills are being generated timely
Process all back office work timely and avoid estimating bills due to field work (i.e. meter change outs, radio device change outs)
Monthly review of Top 200 users to make sure billing on time
Work closely with metering on Strategic Meter initiative to update the billing system in a timely manner
Work closely with the Planning and Metering Department to ensure all new properties are receiving bills in a timely manner
Test new rates in the billing system and assist the rates department with monitoring surcharges
Ensure staff review and work with the metering department on the zero consumption, vacant properties with consumption and consecutive estimate reports
Managing bill segment "to do's" in the billing system to make sure staff are working them timely
Other Responsibilities : Comply with all INCOME, regulatory and tariff processes and procedures
Assist the Manager(s) of Customer Operations, Manager of Metering and Supervisor of Metering, with ongoing divisional projects for improving the customer experience (i.e. CC&B Upgrades, Web Upgrades, etc.)
Work closely with Local Union Officials and unit bargaining employees for discipline and disputes
Qualification
Required
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 Regulated Utility
Significant technical expertise and experience required as it relates to internal control structure, policies, procedures and compliance
Direct supervision of union workforce
Demonstrated ability to deal with customers, clients and regulators in a courteous, professional and diplomatic manner
Knowledge of cash management operations & field service/metering operations
Leadership qualities needed to motivate and direct staff
Ability to multitask, handling multiple deadlines and projects
Strong oral, written, and interpersonal skills
Ability to prepare written technical reports and interact effectively and diplomatically with management and / or bargaining unit employees as well as regulators, consultants, municipal officials, health officers, customers, contractors, and the general public
Familiarity with computer applications i.e. Excel, Word, CC&B, Mobile Workforce Management, Infor, PeopleSoft, and Google applications etc
Must be able to work under stressful conditions and must use sound business logic to make quick and concise decisions
Knowledge of calls centers, IVR & ACD systems, recording systems, and NYS Regulations, credit and collection laws, public service law
Budgeting for customer service operations
Valid Driver's License
Benefits
Paid time off policies
Health
Dental
Vision
Life insurance
Savings accounts
Tuition reimbursement
Paid volunteering
401(k) plan
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
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