Customer Service Operations Lead

Veolia; West Nyack (NY); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

401(k) plan

Health insurance

PTO / Vacation

Job summary

Veolia is seeking a Supervisor of Customer Service in New York to oversee the customer service offices, walk-in payment center and field service operations for the New York Municipal Water Division. You will supervise CSRs, scheduling, and daily operations to meet performance metrics and regulatory requirements.

The role requires leadership of call center, billing, revenue integrity, collections, and back-office teams, with responsibility for 127,000 customers across NY division locations and

Qualifications

• Bachelor’s Degree or 5+ years of experience managing a team.
• Minimum 5 years of experience in call center management and/or billing, collections and metering operations.
• Strong knowledge of internal control, policies, procedures and compliance.
• Direct supervision of union workforce.

Responsibilities

• Lead customer operations across call center, walk-in center, billing, collections and field service.
• Maintain and improve customer satisfaction metrics and minimize regulatory complaints.
• Schedule and supervise daily collection and field work; ensure safety standards and efficient routing.
• Handle escalations as primary contact for customers and management.
• Prepare daily KPI reports for senior leadership.
• Oversee INCOME controls for auditing and regulatory compliance.
• Collaborate with Non-Revenue Water team on initiatives.
• Cover NY division offices as needed and support special projects.
• Manage CC&B upgrades and Web upgrades as directed.

Skills

Call Center Management

Billing & Collections

Metering Operations

Regulatory Knowledge

Leadership

Education

Bachelor’s Degree or 5 years experience

Tools

CC&B

Infor

PeopleSoft

Mobile Workforce Management

Google Apps

Job description

Veolia is seeking a Supervisor of Customer Service in New York to oversee the customer service offices, walk-in payment center and field service operations for the New York Municipal Water Division. You will supervise CSRs, scheduling, and daily operations to meet performance metrics and regulatory requirements.

The role requires leadership of call center, billing, revenue integrity, collections, and back-office teams, with responsibility for 127,000 customers across NY division locations and