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Manager Of Customer Service and Meters

Company: Veolia Environnement SA
Location: Toms River
Posted on: June 21, 2022

Job Description:

Company DescriptionVeolia Group aims to be the benchmark company for ecological transformation. With nearly 230,000 employees worldwide, the Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources and replenish them. In 2021, the Veolia group provided 79 million inhabitants with drinking water and 61 million with sanitation, produced nearly 48 million megawatt hours and recovered 48 million tons of waste. Veolia Environnement (Paris Euronext: VIE) achieved consolidated revenue of 28,508 billion euros in 2021. Job DescriptionThe incumbent will be responsible for working with senior leaders to transform and shape the future of Veolia Customer Operations to support customer service, meter department, collections, revenue integrity internal and system controls. The incumbent will act as a subject matter expert and project lead on a variety of customer focused, metering and billing initiatives as defined by management.The ideal candidate for this position must demonstrate highly developed people and operational management skills, will have worked in or managed employees in a call center environment, and have complete knowledge of billing processes.Nature & Scope-Principal Areas of Responsibilities:Provides exceptional customer service for defined for all water consumption customers. This key accounts management role includes establishing a working rapport with the customer(s) through periodic site visits and phone calls. Responsible for monitoring monthly consumption to identify any fluctuations in usage and ensure the meters are read on a consistence bases. Coordinate shut downs, installation of meters and/or devices to ensure meters /devices are in compliance with regulatory standards.Oversee vendor selection for outside contractor work and oversee overall performance and billing of said project. This includes, but is not limited to, writing RFPs, evaluating bids and vendor selection. Act as company liaison to ensure open communication between contractor and VWNJ employees as needed.Ensure all business units are in compliance with all New Jersey Board of Public Utilities (BPU) regulationsPrepares and oversees CAPEX budgets as it relates to contractor projects, specifically meter change out programOversees all capital project budgetary spending for RF and meter compliance programs and initiativesSubmits periodic reports on a daily, weekly, monthly basis for identified Key Performance Indicators and/or as directed by the Senior Director, Customer OperationMay be requested to cover Distribution Standby and/or become a part of the standby rotation as directed by the Senior Director, Customer Operations. Responsible for creating and executing purchase ordersQuality control and assurance: responsible for monitoring and testing work and reporting statusDevelop, continuously improve, and ensure compliance with Standard Operating Procedures (SOP's).Ensure contractor compliance with EH and all other regulatory policiesOversee and track meter testing after replacementMaintain and prepare BPU report and collaborate with NJ meter shop track testing results and take action on anomaliesHandle and reconcile developer deposits along with bank deposit and communicate with Corporate AccountingBill/Track Hydrant Meter rental program along with account set and manual bill each monthLocal township and various official state program to validate and sign for purchase orders for paymentDefine Customer Service workflows including writing and improving Customer Service processesCollecting and analyzing customer service performance and data delivery and to take action regarding responsesLiaison of Toms River and NJ offices, weekly monthly meeting participation between officesOperational support to Manalapan, Colts Neck and Lambert offices, regards to Billing Meter Reading and Meter Replacements including additional projectsControl and correct zero consumption meters, consecutive estimates along with vacant/consumptionMaintain, service all equipment utilized by FSR staff, reading equipment, meter change equipment and any operating systems needed to maintain a healthy function tool for FSR staffOversee/review and analysis meter reading upload and downloads and correct discrepancies from the reports generated to eliminate estimates or disparitiesOversee and direction support on all work generated to FSR staff, control the inflow/outflow of work to make sure all efficiencies are in place to meet the customer and company expectationsBack up to supervisor on all work that needs to be assigned to FSR staff including planning, dispatching, assigning all work to comply with deadlines and prioritiesAbility to prepare written technical reports and interact effectively with management and or union employees including regulators, municipal officials, customers, contractors and general publicCreate maintain schedule and required tracking for Shut off programOversee and manage the CSR staff to ensure operational needs are met and to maintain work flow within all areas including request from NJ teamDe-escalate all customer complaints work closely with communication manager and NJ Managers to dampen escalationMonitor/track meter inventory to insure inventory levels meet demands for the meter program Approval on fast meters credits to customersSupport the Water Quality Manager on special request to maintain satisfactory water qualityReview daily health monitors and correct anomalies #SVNA QualificationsEducation/Equivalent:Any equivalent combination of education and experience providing the incumbent with the knowledge, skills, and abilities required to perform the job. Associates degree from a two-year college or technical school or an equivalent combination of education and experience and 4 to 5 years' experience in a similar position and/or performing similar tasks with 2 to 3 years of people management experience.Work Experience Needed:10 years' experience in related field Management experience in leading a team of Field Representatives as well as overseeing all relevant functions such as meter reading, repairs, testing, installation/change of meters of all sizes and relevant meter reading devices is preferred.Additional InformationAll your information will be kept confidential according to EEO guidelines.As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.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.

Keywords: Veolia Environnement SA, Brick , Manager Of Customer Service and Meters, Executive , Toms River, New Jersey

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