Customer Service Support Supervisor

Company Description

A subsidiary of Veolia group, Veolia North America (VNA) 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. 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.

Job Description

Position Purpose:

The Administrative Support Supervisor participates in assisting with a variety of complex, confidential and administrative support functions, projects, and operations related to the Customer Service team. This requires a substantial amount of tact, confidentiality, emotional maturity, independence, judgment, problem solving, decision making and initiative.

The Administrative Support Supervisor is instrumental in achieving high standards of productivity and customer service excellence to internal and external customers.

Primary Duties/Responsibilities:

• Customer Checks- Overseeing the batching of checks received daily from customers/banks according to different bank requirements. Assigning support agents to print paper bill stubs as necessary. QA all checks scheduled to be shipped to various banks by Fed Ex.
• Returned Customer Refund Checks- Manage the investigation, disposition and updating of mailing address as necessary.
• Employee Timesheets- Final approver for Customer Service teams (Call Center, Revenue Integrity, Collections (office/field), and backup the Meter shop team) Provide counseling and support to employees when corrections are needed and training to new employees.
• Reporting- Daily absence notification and tracking, Login and Logout for union employees noting special comments when necessary, Tracking and reporting employee leave balances including FMLA and STD (liaison with HR, HRESC and payroll regarding employee notifications of discrepancies in paycheck or leave balances), Prepare bargaining unit overtime reporting weekly & annually for departments 301, 302, 303 based on payroll reports and make available for employees review, maintain list of union employees by seniority within department. Track EHS in person classroom training attendance and submit to EHS.
• Time off Requests- prepare vacation request forms for union employees annually and manage requests for specific time by union seniority. Manage vacation scheduling on google team calendars including Time off Requests for all of customer service except Meter Shop. Manage and track all other time off requests (Sick, Personal, Floating Holidays).
• Letter creation- Create and manage various letters to be sent to various entities. Lead Service Line Replacement, Demolition, Meter test results, Seasonal Meter, Lead Water Test results, Lien, and others as identified.
• Check Request Vouchers- Approval of VNANJ and VNATR vouchers, liaison with agencies when necessary (NJ, Jersey City, Toms River, Rahway, Manalapan, Plainsboro).
• Diverted Bills- manage printing and mailing of customer bills after customer service team has reviewed and approved the bill to be sent to the customer.
• Correspondence- manage the timely and accurate identification and disposition of correspondence including return mail to various Veolia departments.
• Invoices- manage the accurate and timely disposition of customer service invoices for approval to management.
• Expenses- process customer service expenses timely and accurately for all customer service teams.
• Order supplies as needed and food for meetings.
• Provide company and collective bargaining agreement direction on polices.
• New employees- Submit and track Icare tickets for necessary applications and access to Veolia systems and locations. Train new employees on customer service policies including attendance, timesheet preparation, time off, general expectations and awareness of CBA.
• Available Union jobs- notify customer service employees (via email) about availability of open union jobs identified to meet the 5-day notification period.
• Corrective Action Reporting- prepare oral and written warnings for customer service employees regarding attendance and union absence control policy.
• Provide backup support for Customer Service Supervisors and oversee staff when necessary.
• First contact for facility related issues. Submit appropriate requests to Veolia Haworth team or Local Building management using Work order system.
• Performs other duties and projects as assigned.

Qualifications

Education/Experience/Background:

• Bachelors Degree is preferred.
• Back-office experience for a contact center is preferred.
• 3+ years of supervisory experience.
• Utility or Telecommunication experience is preferred.

Knowledge/Skills/Abilities:

• Proficiency with Google Apps- Gmail, Sheets, Drive, etc. Microsoft Office.
• Excellent interpersonal, verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Must be able to utilize sound judgement and decision making.
• Excellent analytical problem solving and resolution skills.
• Customer-oriented attitude.
• Ability to work effectively and communicate with all levels of management, customers and frontline employees.
• Responsible for accounts payable and purchase order requisitions through to approval stage.

Additional Information

Pay Range: $85000 to $90000 per year.

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.

Sick leave – 56 hours; Observed Holidays – 11 days; Vacation – Flexible Time Off

Eligible for up to 10% Annual Performance Bonus.

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.