Customer Service Manager

Job Description

Position Purpose :

The Manager, Customer Service is responsible for leading day-to-day customer service functions within a regulated water utility. This role ensures operational excellence in contact center as well as administrative and back-offices activities while maintaining compliance with regulatory requirements. The Manager provides leadership to drive performance, enhance customer satisfaction, and implement continuous improvement strategies that support company goals and regulatory commitments.

Primary Duties / Responsibilities :

Operational Leadership

• Oversee the daily operations of customer service functions including customer contact center operations, administrative team and back-office activities.
• Ensure customer interactions and processes are handled in compliance with regulatory standards and service quality expectations.
• Manage key operational metrics (KPIs) such as service level performance, first contact resolution and customer satisfaction.
• Develop and maintain efficient workflows, standard operating procedures, and quality control measures to enhance accuracy and productivity.

Customer Experience & Engagement

Financial & Regulatory Compliance

Team Leadership & Development

Process Improvement & Innovation

Qualifications

Education / Experience / Background :

Knowledge / Skills / Abilities :

Customer Focus – Prioritizes customer needs and fosters positive relationships.

Additional Information

Pay Range : $110000 to $120000 Per Year.

BENEFITS

Veolia’s comprehensive benefits package includes paid time-off policies, as well as health, dental and vision insurance. 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.

Sick leave – 56 hours; Observed Holidays – 11 days; Vacation – Flexible Time Off

Eligible for up to 15% Annual Performance Bonus

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.