Veolia | North America · 17 hours ago
Director of Customer Service
Teaneck, NJ
Full-time
Onsite
Director/Executive
$135K/yr - $145K/yr
10+ years expVeolia North America is the top-ranked environmental company in the United States, providing a full spectrum of water, waste, and energy management services. The Director of Customer Service will lead the Customer Operations team, ensuring exceptional customer service and operational efficiency while managing customer service activities, billing, and collections.
Water
Responsibilities
Provide strong, dynamic leadership by setting expectations, mentoring, coaching, and guiding team members to drive performance across KPIs (employee, customer, and company)
Establish and monitor annual performance goals for direct reports and ensure that all department employees receive a performance/development review at least once a year
Establish work procedures and processes that support company and departmental strategies, metrics, and standards
Prioritize, plan and execute customer operations activities and processes to ensure delivery of high-quality results
Provide guidance and performance monitoring to ensure team alignment with organizational objectives and performance targets
Apply change management processes and tools to support adoption of new programs, including the design, development, delivery, and management of communications
Perform workforce management (WFM) analyses, including staffing, contact volume, seasonality, AHT and call routing
Provide guidance and input both tactical and strategical into collection strategies
Establish and maintain a performance metrics including service level, call efficiency, abandonment rates, staffing utilization, attrition, and financial performance
Prepare, oversee, and be accountable for departmental annual operating budgets
Develop and implement strategies for managing customer accounts and resolving payment issues
Prepare and oversee annual customer experience feedback programs and use findings to improve service in line with expectations
Ensure customer satisfaction while maintaining KPI levels within expected guidelines
Use data from complaints, inquiries, and feedback to improve standards and enhance communication with customers
Partner with Operations to deliver excellent customer experiences while driving process improvements
Communicate effectively with colleagues, internal/external customers, stakeholders, vendors/consultants, and business partners
Ensure compliance with all regulatory agency (e.g., BPU), environmental, health, safety, and contractual requirements
Act as primary liaison to regulatory commission (BPU) for resolving customer complaints and issues
Prioritize, plan, and implement billing, payments, and collections, policies to ensure alignment with best-in-class standards
Develop, communicate, and enforce policies, procedures, and financial controls to ensure consistent and timely customer service responses
Continuously improve and document work processes via Standard Operating Procedures (SOPs)
Ensure compliance with internal controls and other regulatory and contractual guidelines
Identify process gaps affecting customer or business efficiencies, and implement solutions
Analyze billing, payment, receivables, and collection data to identify trends and improvement areas
Improve and innovate operations by monitoring performance, resolving risks, completing action plans, and managing process improvements
Improve contact center operations through performance monitoring, QA programs, risk mitigation, and system/process enhancements
Build business cases and lead projects to enhance departmental capabilities
Partner with peers across business units (utilities) to drive systemic improvements and standardization in delivering excellent employee and customer experiences
Work cross-functionally with departments (Accounting, Finance, DB&T, Operations, HR) on corporate initiatives to improve customer experience
Participate in corporate projects, due diligence, and acquisition integrations
Prepare detailed departmental operational and management reports
Actively and consistently support efforts to simplify and enhance both employee and customer experiences
Manage relationships with key service providers to ensure compliance with contractual specifications
Perform other duties as assigned
Qualification
Required
10+ years' experience leading service operations
10+ years experience in a leadership role managing non-exempt/exempt employees
B.S. degree in business or related field
Excellent written and oral communications skills – including report writing, building and giving presentations to senior leaders
Strong analytical, organizational, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), and planning skills
Demonstrated ability to work both autonomously and as part of a team in a fast-paced, matrixed environment
Working knowledge of customer information systems (CIS)
Working knowledge of Google products – sheets, docs, Gmail, - Power BI or similar tools
Attention to detail
Ability to travel when required
Ability to sit for extended time periods
Must be able to see clearly and hear
Must be able to speak to give direction and converse with others
Must be able to read complex operations reports, write detailed reports and prepare and deliver presentations
Ability to analyze complex operational and technical challenges and resolve same
Ability to interpret and explain complex regulatory requirements
Must be able to reason, problem solve and analyze complex operational challenges and resolve same
Must be able to learn new technological advances in water industry and train personnel
Must be able to work under pressure and meet deadlines
Preferred
Leadership experience in a union environment is desired but not required
MBA preferred but not required
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 15% 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