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About the Role

The Supervisor of Customer Service is responsible for the overall environment of customer service offices, walk-in payment centers, and field service operations for the New York Municipal Water Division. This role provides supervision to the Customer Service Leader and CSRs, overseeing call center, collections, billing, revenue integrity, and backoffice/field work. The Supervisor ensures efficient and professional execution of daily assignments to meet key performance indicators and enhance customer experience for approximately 127,000 customers.

Responsibilities

Manage customer expectations to continuously improve Customer Satisfaction Surveys and reduce regulatory complaints.
Maintain adequate call center, backoffice, revenue, collection, and field service metrics.
Schedule and supervise daily collection and service field work, including monthly visits to assess safety standards and optimize routing.
Manage call escalations and serve as the first point of contact at the management level.
Provide daily reporting on key performance indicators to upper-level management.
Manage all daily/weekly/monthly INCOME controls for auditing purposes.
Collaborate with the Non Revenue Water Management Team for non-revenue water initiatives.
Cover the Customer Service Department and/or Metering Department as needed.
Manage other initiatives such as CC&B Upgrades, Web Upgrades, or other special projects.
Ensure customers are responded to quickly and efficiently by staff.
Schedule daily workloads to meet demands on phones and backoffice exceptions.
Manage the cash collection process to meet auditing concerns and ensure timely deposits.
Respond to customer escalations professionally and respectfully.
Ensure staff have adequate supplies and tools.
Perform call monitoring and provide feedback to staff for improvement.
Develop a friendly office environment to improve staff productivity through awards and incentives.
Update the phone system with emergency information.
Ensure regulatory complaints are responded to efficiently, following NYS Public Service Commission guidelines.
Work with regulators to settle cases and attend informal hearings.
Work with customers on a case-by-case basis to resolve issues.
Provide feedback to staff on top collection candidates for termination of service.
Develop strategies and plans for collection activities.
Keep close financial benchmarks to track accounts receivables.
Monitor and review write-off reports and Penn Credit reports for accuracy.
Process all bankruptcy accounts.
Review and resolve customer disputes by working with the meter department on meter test results.
Review and assign field service work routing, ensuring customer expectations are met.
Support meter department staff to ensure work completion rates.
Review accounts requesting leak adjustments and discuss cases with customers.
Review and monitor “pending bills” to ensure timely generation.
Process all back office work timely and avoid estimating bills.
Review Top 200 users monthly to ensure timely billing.
Update the billing system in a timely manner for the Strategic Meter initiative.
Ensure all new properties receive bills in a timely manner.
Test new rates in the billing system and assist with monitoring surcharges.
Ensure staff review and work with the metering department on zero consumption, vacant properties with consumption, and consecutive estimate reports.
Manage bill segment “to do’s” in the billing system.
Comply with all INCOME, regulatory, and tariff processes and procedures.
Assist with divisional projects for improving the customer experience.
Work closely with Local Union Officials and unit bargaining employees for discipline and disputes.

Requirements

Bachelor’s Degree or 5 years of experience managing a team.
Minimum of 5 years of experience in Call Center Management and/or billing, collections, and metering operations preferably in a Regulated Utility.
Significant technical expertise and experience required as it relates to internal control structure, policies, procedures, and compliance.
Direct supervision of union workforce.
Demonstrated ability to deal with customers, clients, and regulators in a courteous, professional, and diplomatic manner.
Knowledge of cash management operations & field service/metering operations.
Leadership qualities needed to motivate and direct staff.
Ability to multitask, handling multiple deadlines and projects.
Strong oral, written, and interpersonal skills.
Ability to prepare written technical reports and interact effectively and diplomatically with management, bargaining unit employees, regulators, consultants, municipal officials, health officers, customers, contractors, and the general public.
Familiarity with computer applications i.e. Excel, Word, CC&B, Mobile Workforce Management, Infor, PeopleSoft, and Google applications etc.
Must be able to work under stressful conditions.
Must use sound business logic to make quick and concise decisions.
Knowledge of call centers, IVR & ACD systems, recording systems, and NYS Regulations, credit and collection laws, public service law.
Budgeting for customer service operations.
Valid Driver’s License.

Skills

Call Center Management
Billing
Collections
Metering Operations
Customer Service
Leadership
Communication
Interpersonal Skills
Technical Reporting
Computer Applications (Excel, Word, CC&B, Mobile Workforce Management, Infor, PeopleSoft, Google)
Stress Management
Decision Making
IVR & ACD Systems
NYS Regulations
Credit and Collection Laws
Public Service Law
Budgeting

Location

New York - West Nyack Office

Work Type

Standard

Experience Level

5 years of experience managing a team
Minimum of 5 years of experience in Call Center Management and/or billing, collections and metering operations preferably in Regulated Utility

Education Level

Bachelor’s Degree

Salary/Compensations

$80000 to $90000 per year

Benefits

Paid time off policies
Health insurance
Dental insurance
Vision insurance
Life insurance
Savings accounts
Tuition reimbursement
Paid volunteering
Employer sponsored 401(k) plan

About the Company

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years.
It is the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader.
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.
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.

Equal Opportunity

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.