Customer Service Manager

Company Description

About Veolia North America

A subsidiary of Veolia Group, Veolia North America (VNA) 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. VNA helps commercial, industrial, healthcare, higher education, and municipality customers throughout North America. Headquartered in Boston, Mass., Veolia North America has approximately 10,000 employees working at more than 350 locations across the continent. Please visit our website www.veolianorthamerica.com.

Job Description

BENEFITS

Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

Position Purpose:

The main responsibility of the Customer Service Manager is to define, implement, nurture and deliver a results-oriented team environment that meets operational performance expectations and delivers a customer experience which differentiates United WaterSUEZ from peers and competitors. All efforts should have a clear focus on delivering exceptional service to United Water'sSUEZ' 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 and field customer service activities including call center, billing, and collections, meter reading, and field service activities for all areas served through United Water Idaho. This position requires very strong leadership, communication skills, mentoring and coaching, thorough understanding of the customer/billing/payment/notification processes and customer billing system, the Advanced Metering Infrastructure (AMI), the Interactive Voice Response (IVR) system, customer website and portal, Idaho Public Utilities (IPUC) regulatory rules, with a focus on policy, process adherence, and drive for improvement.

Primary Duties/Responsibilities:

• Management/Supervision
  • Establish work procedures and processes that support company and departmental standards, procedures, strategies, and metrics in partnership with direct reports/team.
  • Prepare, oversee, and be accountable for annual operating budgets.
  • Ensure departmental compliance with all environmental, health, and safety policies and requirements.
• Key Account Management
  • Prepare and oversee annual customer experience feedback programs.
  • Ensure customer satisfaction while maintaining Key Performance Indicator (KPI) levels within expected guidelines.
  • Use data relating to complaints, inquiries and customer experience feedback to improve service standards in line with customers' expectations and continuously enhance communication with customers.
  • 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.
• Regulations/Rules/Standard Operating Processes
  • Act as primary liaison to regulatory commission (IPUC) for resolution of customer complaints and issues.
  • 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.
  • Ensure compliance with INCOME (CODIS), and all regulatory and contractual requirements.
  • Ensure compliance with all regulatory commission (IPUC) and/or contractual requirements as related to all aspects of customer service.
  • Develop and continuously improve work processes, and document same via Standard Operating Procedures (SOP's).
• Department Improvements/Reports
  • Continually observe and recommend process improvements for the department.
  • Participate on special management projects and or Corporate initiatives, as necessary.
  • Participate in due diligence and acquisition integration when required.
• Miscellaneous
  • Manage relationships with key service providers ensuring that all services are in-line with contractual specifications.

Work Environment:

• Ability to travel when required.

Qualifications

Education/Experience/Background:

• Bachelors Degree in relevant field or equivalent work experience.
• BBA in Business Management or similar field preferred.
• 8+ years of experience in Customer Service or related field, preferably at management/supervisor level.
• Project management experience in relation to system development and implementation.

Knowledge/Skills/Abilities:

• Good understanding of and experience with budget development and accountability.
• Strong working knowledge of general accounting, billing, collections, cash management, meter reading, and field service activities, processes and systems.
• Excellent leadership, management and supervisory skills.
• Self-reliant / self-motivated and able to lead and adapt to change.
• Experience with recruiting, hiring, training, and motivating.
• Ability to train, coach, and mentor others in effective customer service practices, methods, and techniques.
• Strong problem-solving abilities. Ability to synthesize data and translate insights into relevant, usable, actionable, strategic and tactical recommendations.
• Strong interpersonal and communications (oral and written) skills including the ability effectively work with, interact, and communicate well with all levels of management, peers, customers, and frontline employees.
• Strong negotiation and conflict resolution skills.
• Demonstrated ability to work with customers, clients and regulators in a courteous, professional and diplomatic manner.
• Ability to work under pressure and within deadlines.
• Ability to handle multiple tasks and employee/key customers' demands with patience and diplomacy.
• Strong proficiency with Microsoft Office, especially Word and Excel.
• Strong knowledge of state and federal rules, regulations, codes and laws relating to customer service, collections, and privacy practices preferred.
• 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.

Physical Requirements:

• 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.

Additional Information

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.

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