Customer Service Supervisor

Job Description

Position Purpose: 

The main responsibility of the Customer Service Supervisor is to deliver a customer experience which differentiates Veolia from peers and competitors through effective supervision of customer service staff by delivering on key performance indicators.

All efforts should have a clear focus, contribute to and align with the Veolia customer experience strategy, and should be driven by customers’ needs and expectations on delivering exceptional service to Veolia’ customers in-line with requirements defined by the company and regulators.

The scope of the position covers the outwardly facing customer service communications activities including supervision, training and coaching of a results-oriented customer service team and working closely in coordination with the Manager of Communications and Consumer Engagement on various customer outreach efforts and communication campaigns for all areas serviced through Veolia Idaho. 

This position requires very strong leadership, communication skills, mentoring and coaching, thorough understanding of the customer/billing/payment/notification processes and customer billing system, the Advanced Metering Infrastructure (AMI), the Interactive Voice Response (IVR) system, customer website and portal, Idaho Public Utility Commission (IPUC) regulatory rules, with a focus on policy, process adherence, and drive for improvement.

Primary Duties/Responsibilities: 

• Supervision
  • Supervise and coordinate the work of CSRs.  Provide daily direction and communication to CSRs to ensure customer calls/contacts and field orders are handled in a proper, timely, efficient, positive and knowledgeable manner.
  • Establish and monitor annual goals for the department and ensure that all assigned employees receive an employee development review at least once a year.
  • Coach staff on digital changes to drive adoption rates of digital self-service channels.
  • Assist the Customer Service and HR Manager in the recruitment process.
  • Assist the Customer Service and HR Manager with counseling, evaluation and motivation of personnel.
  • Identify staff training needs, provide and deliver recommended training solutions.
  • Conduct staff meetings and feedback sessions, and ensure appropriate work communication among personnel and departments.  Perform regular call monitoring and performance feedback.
  • Provide direction for conflict resolution to the Lead Customer Service Representative, Customer Service Representative and field staff with customer contact and take an active role in the escalation process to ensure customer resolution and satisfaction. 
  • Weekly reporting on key performance indicators to upper-level management either via email, tracking spreadsheet or over the phone.
  • As requested, manage other initiatives such as, but not limited to, CC&B Upgrades, Web Upgrades, or other special projects at the direction of the Director or Manager of Customer Service.
  • Develop a friendly work environment and atmosphere to improve productivity of staff by providing staff with awards and incentives.
  • Update the phone system as needed with emergency information.
•  Managing Regulatory and Customer Complaints  
  • Ensure that all regulatory complaints are responded to in an efficient manner with a resolution that follows Idaho Public Utilities guidelines and satisfies the customer to the best of our ability.
  • Work with the regulator to settle cases, come to agreements with customers, and attend informal hearings with the regulator.
  • Work with customers on a case-by-case basis to come to an agreement or understanding of their issue and resolution of that issue.
• Managing Collections
  • Closely work with the Director of Customer Service to develop strategies and plans for collection activities such as additional phone calls, and letter campaigns.
  • Keep close financial benchmarks to track accounts receivables.
  • Monthly review and resolution of all customer disputes by working with the meter department on collecting meter test results and providing that information to customers.
  • Daily/Weekly/Monthly review and assignment of field service work routing, ensuring customer expectations are met.
• Other Responsibilities
  • Perform all other duties and projects as needed, including providing backup assistance and fill-in when needed for Customer Service supervisory functions (Back Office/Billing Customer Service Supervisor, Customer Service Director).  Support and or lead companywide initiatives.

Work Environment:

• Ability to travel when required.

Qualifications

Education/Experience/Background: 

• High School Diploma/GED is required.
• Bachelor’s Degree in relevant field or equivalent work experience preferred.
• Strong experience and working knowledge in related areas to include call center operations, credit and collections, billing, payment processing, customer information systems, performance benchmarking, and work management.
• Experience with Customer Contact and Billing system (CC&B) a plus.
• Good experience in training and development of Customer Service Representatives.
• 5-7 years of experience in a customer contact/call center environment.
• 2-3 years of supervisory experience in a customer contact/call center environment.
• Utility or telecommunication experience preferred.

Knowledge/Skills/Abilities: 

• 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 as well as regulators, consultants, municipal officials, health officers, customers, contractors, and the general public.
• Familiarity with computer applications i.e. Excel, Word, CC&B, CityWorks, PeopleSoft, and Google applications etc.
• Must be able to work under stressful conditions and must use sound business logic to make quick and concise decisions.
• Knowledge of calls centers, IVR & ACD systems, recording systems, and IPUC regulations, credit and collection laws, public service law.
• Budgeting for customer service operations.
• Must be able to speak, give direction and converse with others fluently in English.
• Must be able to read complex operations reports, write detailed reports and prepare and deliver presentations.
• Ability to analyze complex operational and technical challenges and resolve same.
• Ability to interpret and explain complex regulatory requirements.
• Must be able to reason, problem solve and analyze complex operational challenges and resolve same. 
• Must be able to learn new technological advances in the water industry and train personnel. 
• Must be able to work under pressure and meet deadlines.
• Must be able to multitask. 
• Must be able to make calm independent decisions, exercise good judgment and flexibility.

Physical Requirements:

• Ability to sit and/or stand for extended time periods viewing computer screens and using keyboard and mouse.
• Must be able to see clearly and hear.