Customer Service Manager

Veolia North America • Buffalo, NY • 1h ago

Company Description

Veolia in North America 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. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Job Description

Position Purpose:

Manages activities associated with incoming Call Center operations and the billing and collections functions, including developing and implementing policies and procedures on systems and the flow of information. The manager is responsible for continually striving to improve the interdepartmental relationships with other areas, exercises sound judgment when interpreting policies and procedures to determine fiscally and legally sound decisions and uses a teamwork approach to ensure all are poised to meet the challenges of change, innovation and cultural diversity. In addition the manager performs in the role of communicator coach, teacher, planner, mentor and administrator. Ensures internal and external customer needs are met on a daily basis with a continuous goal of exceeding those needs at every opportunity.

Primary Duties/Responsibilities:

Ensures that supervisors and leads are coordinating departmental schedules according to established priorities and optimizing resources in order to meet customer satisfaction goals. Makes changes to schedule as needed.

Monitors labor reporting and associated costs.

Oversees the human resource functions of the assigned team including monitoring, evaluating and measuring performance, hiring and firing decisions and salary and job change actions.

Frequently interprets and makes decisions regarding union contract, company and client policies.

Coaches and counsels Supervisors and Leads to improve technical skills and interpersonal and problem resolution skills.

Ensures adherence to principles, policies, standards and schedule. Recommends disciplinary actions as needed.

Develops annual operational and labor budget for assigned cost center. Manages to budget and prepares various reports to monitor and explain variances and to meet contractual obligations. Takes action to correct variances within approved parameters.

Uses a teamwork approach to ensure that the team is poised to meet the challenges of change, innovation and cultural diversity.

Works with the training team to ensure that all assigned team members receive appropriate training.

Identifies and provides opportunities for the team to learn new skills and techniques. Provides training as directed.

Works with internal and external partners to evaluate critical customer success factors and establish benchmarks for the call center operations. Develops and implements more efficient processes to ensure that contract obligations are met and to deliver quality and improve responsiveness at the lowest possible cost.

Works with IT and other cross-functional teams to develop and implement system improvements ensuring reliability, information integrity, etc. Encourages the automation of processes, streamlining information flow and consolidating knowledge within the company and with its suppliers and customers.

Facilitates improvement projects and ensures that a well-defined implementation plan with timetables, responsibilities, milestones, and deliverables is developed and communicated.

Other duties as assigned.

Qualifications

Education/Experience/Background:

Bachelor's Degree in a related field and at least seven (7) years call center related experience with knowledge of departmental function, procedures, terminology, policies, practices and interrelationships.

Knowledge/Skills/Abilities:

Must demonstrate knowledge of URC (Utility Regulatory Commission) rules and regulations, utility rates schedules and any Public Works contract issues as they pertain to Customer Service.

Must be familiar with current state and federal regulations regarding customer operations for a regulated water utility.

Additional Information

Pay Range: $95000 to $105000 per year.

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.

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.

Similar Jobs

IT PROGRAM MANAGER

NFTA • Buffalo, NY • 1h ago

Management & Administrative

IT PROGRAM MANAGER Title Description: INFORMATION TECHNOLOGY Date Posted: 4/23/2026 Deadline: 5/7/2026 Job Number: 068-26-N Branch: Salary: $82,854 - $124,279 Union Status: NON-REPRESENTED WORK OBJECTIVE: The Information...

1h ago

Go to Apply

IT RADIO COMMUNICATIONS MANAGER

NFTA • Buffalo, NY • 1h ago

Management & Administrative

IT RADIO COMMUNICATIONS MANAGER Title Description: INFORMATION TECHNOLOGY Date Posted: 4/23/2026 Deadline: 5/7/2026 Job Number: 069-26-N Branch: Salary: $75,151 - $112,725 Union Status: NON-REPRESENTED WORK OBJECTIVE: We...

1h ago

Go to Apply

Sales Manager

SCI Shared Resources, LLC • Williamsville, NY • 2h ago

Management & Administrative

Life's not about a job, it's about purpose. At SCI, we put people first and value integrity and attention to detail in our work. We'll change everything you ever thought about working in the funeral services industry. Th...

2h ago

Go to Apply

Administrative Assistant

Robert Half • West Seneca, NY • 6h ago

Management & Administrative

Description We are looking for an Administrative Assistant to support daily office operations. This contract opportunity has the potential to become permanent and is ideal for someone who stays composed in a fast-paced s...

6h ago

Go to Apply

Customer Supply Chain Support

Fastenal Company • Orchard Park, NY • 6h ago

Management & Administrative

Customer Supply Chain Support 3176 Abbott Rd, Orchard Park, NY 14127 NY030 Single Customer Store Full-time Shift(s): MON TUE WED THU FRI 7:00am - 5:00pm OVERVIEW: Working as Full-time Customer Supply Chain Support, you w...

6h ago

Go to Apply

Global Market Development Manager, AI

ThermoFisher Scientific • Grand Island, NY • 9h ago

Management & Administrative

Work Schedule Standard Office Hours (40/wk) Environmental Conditions Office Job Description As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Jo...

9h ago

Go to Apply

Customer Service Associate

Walgreens • Niagara Falls, NY • 1d ago

Management & Administrative

Job Description: Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service. Custome...

1d ago

Go to Apply

Community Donation Manager (Operations Manager)

Savers | Value Village • Hamburg, NY • 1d ago

Management & Administrative

Description Job Title: Community Donation Manager Pay Range: $20.80/hour - 27.00/hour ?? Who we are: As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned...

1d ago

Go to Apply

Sales Variable Manager

Lithia & Driveway • Orchard Park, NY • 1d ago

Management & Administrative

Dealership:L0762 Ray Laks Honda Ray Laks Honda Now Hiring Sales Variable Managers! The Sales Variable Manager is responsible for providing exceptional customer service throughout the deal process. Helping customers choos...

1d ago

Go to Apply

Customer Service Associate

The Hertz Corporation • Buffalo, NY • 2d ago

Management & Administrative

The Customer Service Associate provides customer service that is above and beyond for customer satisfaction and retention creating a culture of empowerment for employees to provide excellent customer service. Responsible...

2d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)