Manager of Customer Service

Responsibilities

• Provide direct supervision to the Mid Atlantic customer service departments, including the PA and DE call centers.
• Standardize business processes across Mid Atlantic business units to enhance the customer experience.
• Develop and execute long-term customer strategies in alignment with Veolia’s overall goals.
• Implement revenue assurance strategies to improve the quality, integrity, and accuracy of billed and collected revenues.
• Establish management control and reporting systems focused on target attainment, financial control, and cash flow optimization.
• Manage collection procedures to pursue outstanding charges and minimize write-offs.
• Enforce policies and controls to ensure regulatory compliance, revenue integrity, and exemplary service delivery.
• Manage performance measurement and feedback channels for all direct reports.
• Promote a culture of safety and ensure compliance with established safe working practices.

Requirements

• Bachelor's Degree or 10 years of management experience.
• Minimum of 5 years of experience in Call Center Management and/or billing, collections, and metering operations.
• Experience in a regulated utility environment is preferred.
• Proven Project Management experience related to system development and implementation.
• Technical expertise in internal control structures, policies, procedures, and SOX compliance.
• Experience with direct supervision of a union workforce.
• Strong leadership, analytical, and interpersonal skills with a knowledge of general accounting principles.

Benefits

• Comprehensive health, dental, and vision insurance.
• Paid time off policies.
• Life insurance and savings accounts.
• Tuition reimbursement and paid volunteering opportunities.
• Employer-sponsored 401(k) plan.

About the Company

Veolia is the top-ranked environmental company in the United States and the country’s largest private water operator and technology provider. We offer a full spectrum of water, waste, and energy management services, helping commercial, industrial, healthcare, and municipal customers throughout North America. Headquartered in Boston, Veolia employs more than 10,000 people across more than 350 locations.