Customer Service Supervisor (Contact Center)

Job Description

Job Description

Company Description

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It 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. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Job Description

Position Purpose :

The main responsibility of the Customer Service Supervisor is to deliver a customer experience which differentiates Veolia from peers and competitors through effective supervision of customer service staff by delivering on key performance indicators.

All efforts should have a clear focus, contribute to and align with the Veolia customer experience strategy, and should be driven by customers’ needs and expectations on delivering exceptional service to Veolia’ customers in-line with requirements defined by the company and regulators.

The scope of the position covers the outwardly facing customer service communications activities including supervision, training and coaching of a results-oriented customer service team and working closely in coordination with the Manager of Communications and Consumer Engagement on various customer outreach efforts and communication campaigns for all areas serviced through Veolia 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 Utility Commission (IPUC) regulatory rules, with a focus on policy, process adherence, and drive for improvement.

Primary Duties / Responsibilities :

• Supervision

Supervise and coordinate the work of CSRs.  Provide daily direction and communication to CSRs to ensure customer calls / contacts and field orders are handled in a proper, timely, efficient, positive and knowledgeable manner.

Ensure that all regulatory complaints are responded to in an efficient manner with a resolution that follows Idaho Public Utilities guidelines and satisfies the customer to the best of our ability.

Closely work with the Director of Customer Service to develop strategies and plans for collection activities such as additional phone calls, and letter campaigns.

Perform all other duties and projects as needed, including providing backup assistance and fill-in when needed for Customer Service supervisory functions (Back Office / Billing Customer Service Supervisor, Customer Service Director).  Support and or lead companywide initiatives.

Work Environment :

Qualifications

Education / Experience / Background :

Knowledge / Skills / Abilities :

Physical Requirements :

Additional Information

Benefits : Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. 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.

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.