Customer Service Supervisor

Profile

Job Description

Company Description Veolia

group aims to be the benchmark company for ecological transformation. With nearly 179,000 employees worldwide, the Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources, and replenish them. In 2020, the Veolia group supplied 95 million people with drinking water and 62 million people with wastewater service, produced nearly 43 million megawatt hours of energy and treated 47 million metric tons of waste.

Job Description

Summary:

The main responsibility of the Customer Service Supervisor is to define, implement, nurture and deliver a results-oriented team environment that meets operational performance expectations and delivers a customer experience which differentiates Veolia from peers and competitors. All efforts should have a clear focus on delivering exceptional service to Veolia customers in-line with requirements defined by the Company, regulators, and clients, and driven by customers’ needs and expectations.  The scope of the position covers all aspects of office activities including call center, billing, and collections for all areas served through Veolia Delaware.  This position requires very strong leadership, focus on policy, process adherence, and drive for improvement.

Dimensions:

Oversees total of 7 employees:

              Direct: 7 CSR Union

Budget Accountabilities:

Department: ~ $2M

Customers: 35,000 (billed monthly)

Annual Revenue: ~$30M

Nature & Scope-Principal Areas of Responsibilities:

•       Lead the DE Customer service team to deliver an exceptional customer experience that is best in class.

•       Lead, support and develop a safety culture that aligns itself with the overall Company safety objectives and meets all EHS regulations.

•       Ensure compliance with all regulatory commission (DEPSC) and/or contractual requirements as related to all aspects of customer service

•       Ensure compliance with INCOME (CODIS), and all company policies.

•       Develop, communicate and enforce written policies, procedures and financial controls to harmonize, strengthen and support timely and consistent response to customer inquiries and complaints

•       Conduct continuous process improvements of departmental procedures and processes.

•       Prepare, oversee, and be accountable for annual operating and capital budgets

•       Prepare detailed departmental operational and management reports

•       Participate in due diligence and acquisition integration when required

•       Meet Key Performance Indicator (KPI) levels within expected guidelines.

•       Act as primary liaison to regulatory commission (DEPSC) for resolution of customer complaints and issues. Use complaint data, inquiries and customer experience feedback to improve service standards in line with customers’ expectations.

•       Manage relationships with key service providers ensuring that all services are in-line with contractual specifications

•       Communicate with colleagues, internal and external customers, stakeholders, vendors/consultants and business partners/contacts in a clear, respectful and consistent manner

•       Establish and monitor annual goals for direct reports and ensure that all department employees receive an employee performance/development review at least once a year

•       Develop and continuously improve work processes, and document same via Standard Operating Procedures (SOP’s)

•       Other duties as assigned

Essential Functions:

•       Physical:  Ability to travel when required.  Ability to sit for extended time periods.

•       Sensory: Must be able to see clearly and hear. Must be able to speak to give direction and converse with others.

•       Mental: 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.

This position description is intended for the purpose of evaluation and salary positioning and is not a contract setting forth the full scope of employment.  The employer retains the right to deviate from the description at its discretion, without notice.

#SVNA

Qualifications

Education/Equivalent

•       Bachelors Degree in relevant field or equivalent work experience

Work Experience Needed

•       Minimum 5 years’ experience in Customer Service or related field, preferably at management/supervisor level.

•       Good understanding of budget development and accountability.

•       Strong working knowledge of general accounting, billing, collections, cash management, meter reading, and field service activities, processes and systems.

•       Experience working with guidelines of a union contract preferred.

•       Project Management experience in relation to system development and implementation

Special Skills/Abilities Needed

•       Excellent leadership, management and supervisory skills

•       Strong problem-solving abilities. Ability to synthesize data and translate insights into relevant, usable, actionable, strategic and tactical recommendations

•       Strong interpersonal skills and ability to interact well with all levels of management, both internally and externally.

•       Strong communication skills, both written and oral.

•       Strong proficiency with Google Platform.

•       Strong knowledge of state and federal rules, regulations, codes and laws relating to customer service, collections, and privacy practices preferred

•       Strong negotiation and conflict resolution skills

•       Ability to work under pressure and within deadlines

•       Self-reliant / self-motivated and able to lead and adapt to change

•       Demonstrated ability to deal with customers, clients and regulators in a courteous, professional and diplomatic manner

•       Ability to train, coach, and mentor others in effective customer service practices, methods, and techniques

•       Ability to manage employees in an office environment and remotely

•       Ability to adapt to many customer service platforms such as Nice & Contact, Qualtrics, Tethr and GIS

•       Ability to keep  informed and up to date  with modern technology as it relates to software packages

Additional Information All your information will be kept confidential according to EEO guidelines.

Apply

Company info

Enovity Inc
Website : http://www.enovity.com