Director of Customer Service

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 more than 10,000 employees working at more than 350 locations across the continent. Please visit our website www.veolianorthamerica.com.

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 Director of Customer Service provides subject matter, process improvement and documentation expertise associated with customer service, customer management, and Customer Experience (CX) practices, as well as for utility billing, balance aging, collection activities, cash handling and receipts management, reconciliation, audit methods, and drafting of associated Standard Operating Procedures (SOPs). The Director is in charge of delivering a seamless customer experience across all stages and touchpoints in a customer journey in an effort to achieve greater customer satisfaction and increased efficiencies. The Director also stays current with technology applications associated with customer service and billing transactions and participates in application and platform implementations.

Primary Duties/Responsibilities:

• Provides direct oversight to Contact Center supervisors, Manager of Billing, Collections Supervisor, and Quality Assurance and Compliance Analyst.
• Provides support and direction to Customer Relations Accountant and Client Relations Project manager regarding Customer Service projects that impact Customer Relations.
• Develops and implements strategies for all Customer Service functions, upholding a customer-centric focus and mind-set of surpassing department expectations.
• Drives continuous improvement of processes, systems, and communications to create engaged customers and clients to facilitate organic growth.
• Directs revenue protection activities within the meter to cash processes to maximize revenue opportunities and minimize areas of losses.
• Ensures full contract compliance and keeps abreast of new regulatory requirements for the states that we serve.
• Proactively maintain regular engagement with our clients and other customer facing business partners to ensure continuous improvement through all phases of the customer journey.
• Resolves conflict that arises in relation to employees as well as customer complaints.
• Works with managers and supervisors to develop staff through communication and on-going training.
• Works with union leadership and HR on all O&C employee issues.
• Keeps the Vice President informed of issues through continued communication.
• Administers miscellaneous special assignments as directed.

Education/Experience/Background:

• BS degree in Business or management
• 7-10 years hands-on management experience in the customer service journey and customer client relationships.
• Working knowledge of customer service software, databases, and tools and demonstrated understanding of customer service processes.

Knowledge/Skills/Abilities:

• Knowledge of local, state and federal regulations affecting water utilities.
• Knowledge of Microsoft Office software, including Word, Excel, and PowerPoint.
• Knowledge of the English language, including grammar, spelling and composition.
• Knowledge of regulatory rules, union contracts and client and company policies and practices as they apply to department functions.
• Skilled in communication with employees and ability to use tact and judgment for harmonious relations.
• Ability to effectively work with departmental personnel on current procedures.
• Ability to directly supervise management and administrative personnel.
• Ability to write detailed reports, business correspondence and procedure manuals.
• Ability to manage multiple complex projects at any one time.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, safety procedures or government regulations.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Also, ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Ability to use common sense to carry out detailed by uninvolved written or oral instructions.
• Ability to develop good relationships both internally and externally at all levels.
• Ability to exercise leadership and accomplish satisfactory work results by properly delegating assignments and responsibilities.
• Ability to maintain strong client relationships and communication skills.
• Ability to pay attention to detail, and ability to meet deadlines in a fast-paced environment while still maintaining a high-level of accuracy.

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.