Want to hear how I work? Hit play.Kablio AI applies for you. You just show up to the interviewKablio AI helps you secure roles in construction, clean energy, facilities management, engineering, architecture, sustainability, environment and other physical world sectors.
Get hired, get rewarded!
Land a job through Kablio and earn a 5% salary bonus.
Exclusive benefits
5%Bonus
Customer Service Supervisor
Veolia North America
Provides optimized solutions for water, waste, and energy management across various sectors.
Leads customer service, billing, collections, and field service to ensure compliance and quality.
Track and analyze trends in call center activity, collections, and field operations.
Contribute to the budgeting process for customer service operations.
Manage daily customer service activities, including call center operations, billing, collections, and field service coordination.
Ensure timely and accurate billing by addressing pending accounts and minimizing estimates.
Review and resolve customer disputes, collaborating with field service teams for meter tests and related inquiries.
Ensure compliance with financial controls, including cash collection, deposits, and audit requirements.
Supervise and mentor Customer Service Representatives (CSRs), fostering a collaborative and productive work environment.
Monitor accounts receivable and generate reports for financial oversight.
Review top-user accounts to ensure accuracy and timely billing.
Monitor and report on key performance indicators (KPIs) to upper management.
Conduct regular performance reviews and provide feedback to enhance staff capabilities.
Manage leak adjustment reviews and other back-office functions.
Lead initiatives for process improvement, including system upgrades and special projects.
Develop and implement training programs to maintain high service standards.
Act as a backup for other supervisors/managers in other locations.
Develop and implement collection strategies, including targeted campaigns and follow-ups.
Maintain accurate records and audit controls to support regulatory and internal compliance.
Prepare daily, weekly, and monthly reports on key performance indicators for upper management.
Oversee scheduling and staff assignments to maintain efficient service levels.
Collaborate with the rates department for testing and implementing rate changes in the billing system.
Ensure compliance with Pennsylvania Public Utility Commission (PUC) guidelines and other regulatory requirements.
Ensure timely response to customer inquiries, regulatory complaints, and escalations.
Work with field service operations to meet customer expectations and maintain appointment commitments.
Identify and implement opportunities for operational efficiencies and improved customer service delivery.
Promote employee engagement through recognition, incentives, and a positive workplace culture.
Respond to regulatory complaints and attend hearings as needed.
Support divisional projects to improve the overall customer experience, including system upgrades and process improvements.
What you bring
ivr
5 years
billing
excel
cc&b
bachelor's
Familiarity with IVR and customer website portals.
Minimum of 5 years of experience in contact center, billing, collections, payments or metering operations or similar customer care and back-office operations.
Strong knowledge of accounting, billing, collections, cash management, and field service processes.
Strong written and verbal communication skills with the ability to prepare technical reports and present to diverse audiences.
Excellent leadership, multitasking, and organizational skills.
Valid driver's license is required.
Experience managing in a union environment is preferred.
Proficient in software and tools including Excel, Word, CC&B, Mobile Workforce Management, and Google applications.
Experience in a regulated utility environment is a plus.
Capable of working under pressure and making sound business decisions
Proven ability to manage customers, clients, and regulators diplomatically and professionally.
Bachelor's degree in a relevant field or equivalent work experience.
Hey there! Before you dive into all the good stuff on our site, let’s talk cookies—the digital kind. We use these little helpers to give you the best experience we can, remember your preferences, and even suggest things you might love. But don’t worry, we only use them with your permission and handle them with care.