Customer Service 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. www.veolianorthamerica.com

Job Description

Position Purpose: 

This position will be responsible for all aspects of the monthly closing cycle. This includes the preparation of a monthly variance analysis file as well as all budgeting, accounting aspects and forecasting activities. This position will assist in the completion of the annual report to the Public Utilities Commission. The person will also be responsible for ensuring that office functions are performed in an efficient and timely manner, by providing quality customer service to internal and external customers through the daily supervision of the Customer Service Representative(s) and meter reading and collections aspects. Ensure customer calls are handled timely and efficiently, resolving inquiries of a sensitive or complex nature. This person would also be in charge of supervising all aspects of revenue integrity including billing.

Primary Duties/Responsibilities: 

• Supervises Customer Service Department:
  • Responds to customer inquiries.
  • Daily Checks and Balance of customer payments/daily balancing of Cash tally.
  • Administration and processing: Billing, Procurement.
  • CSR backup (when CSR is out of office).
  • Oversees Metering Tasks.
  • Supervise Credit and Collections.
  • Processes Customer Refunds.
• Accounting Tasks:
  • Performs local bank call outs to Mellon for Reconciliation.
  • Administration and Processing: Inventory Control.
  • Preparation of yearly Company budgets (Revenue, expense, payroll, unbilled revenue, and customer count).
  • Local Bookkeeping Tasks.
  • End of Month accounting Tasks.
  • Prepares and sign off on Bank Reconciliations.
• Revenue Integrity:
  • Prepares and reports Unbilled Revenue to accounting on a monthly basis.
  • Completes Consumption and Revenue reporting for month end.
  • Checks all payment stubs to the list of tenders for the day.
  • Assists manager with monthly variance reporting.
  • Completes KPI reporting.
  • Oversee Customer Billing/Complete weekly Consumption Revenue Reporting.
• Administrative Tasks:
  • Prepares quarterly and yearly reports for Veolia, RI State, Regulatory (PUC).
  • Enters Weekly Time entry in Peoplesoft for Field personnel.
  • Balances Vacation in Peoplesoft and prepares reporting spreadsheet.
  • Manages Cross Connection Control program with Planning Specialist.
  • Manages office in managers absence.
  • Performs other misc. administrative tasks when manager is out of the office.

Qualifications

Education/Experience/Background: 

• High School Diploma/GED is required.
• An associates degree in business or accounting is desired.
• Bookkeeping background.
• Minimum of 2 years of supervisory experience.
• Experience in office logistics, workflow streamlining and reallocating resources.

Knowledge/Skills/Abilities: 

• Proficient in computer software applications such as Google Suite, Peoplesoft, and billing software.
• Able to work alone or with other people.
• Excellent communication skills on the phone.
• Have excellent organizational skills, communication skills, problem solving and leadership skills.
• Excellent supervisory, interpersonal, and problem solving abilities.
• Skilled and proficient in computer software applications Google Suite, Peoplesoft, and CC&B.
• Work independently exercising independent judgment and discretion.
• Flexibility to shift priorities and perform under pressure.
• Must work directly with the company manager keeping abreast of all billing and accounting updates and changes.
• Ability to relate and interface effectively with management, diverse groups and employees.
• Able to effectively handle and prioritize multiple tasks and responsibilities.
• Ability to interpret, apply and explain rules, regulations, and policies.
• Ability to manage situations that require a high degree of confidentiality.
• Ability to work alone and with others.
• Ability to interpret, apply and explain rules, regulations, and policies.
• Excellent supervisory, interpersonal, and problem solving abilities.
• Flexibility to shift priorities and perform under pressure.

Additional Information

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. 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.

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.