**Experienced Customer Service Support Supervisor – Utility Industry Expertise**

At arenaflex, we're committed to delivering exceptional customer service and support to our clients across North America. As a leading environmental company, we're dedicated to providing innovative solutions for water, waste, and energy management services. Our team of experts is passionate about making a positive impact on our communities, and we're seeking a highly skilled and experienced Customer Service Support Supervisor to join our team. **Job Summary:** We're looking for a seasoned Customer Service Support Supervisor to oversee the daily operations of our customer service team. As a key member of our team, you'll be responsible for providing administrative support, managing complex projects, and ensuring high standards of productivity and customer service excellence. If you're a motivated and organized individual with a passion for customer service, we encourage you to apply for this exciting opportunity. **About arenaflex:** arenaflex is a subsidiary of the Veolia group, a global leader in environmental services. With over 10,000 employees across North America, we're dedicated to providing innovative solutions for water, waste, and energy management services. Our team is passionate about making a positive impact on our communities, and we're committed to delivering exceptional customer service and support to our clients. **Key Responsibilities:** As a Customer Service Support Supervisor, you'll be responsible for the following key duties and responsibilities: * **Customer Checks:** Oversee the batching of checks received daily from customers/banks according to different bank requirements. Assign support agents to print paper bill stubs as necessary. QA all checks scheduled to be shipped to various banks by Fed Ex. * **Returned Customer Refund Checks:** Manage the investigation, disposition, and updating of mailing address as necessary. * **Employee Timesheets:** Final approver for Customer Service teams (Call Center, Revenue Integrity, Collections (office/field), and backup the Meter shop team). Provide counseling and support to employees when corrections are needed and training to new employees. * **Reporting:** Daily absence notification and tracking, Login and Logout for union employees noting special comments when necessary, Tracking and reporting employee leave balances including FMLA and STD (liaison with HR, HRESC, and payroll regarding employee notifications of discrepancies in paycheck or leave balances), Prepare bargaining unit overtime reporting weekly & annually for departments 301, 302, 303 based on payroll reports and make available for employees review, maintain list of union employees by seniority within department. Track EHS in-person classroom training attendance and submit to EHS. * **Time off Requests:** Prepare vacation request forms for union employees annually and manage requests for specific time by union seniority. Manage vacation scheduling on Google Team Calendars including Time off Requests for all of customer service except Meter Shop. Manage and track all other time off requests (Sick, Personal, Floating Holidays). * **Letter creation:** Create and manage various letters to be sent to various entities. Lead Service Line Replacement, Demolition, Meter test results, Seasonal Meter, Lead Water Test results, Lien, and others as identified. * **Check Request Vouchers:** Approval of VNANJ and VNATR vouchers, liaison with agencies when necessary (NJ, Jersey City, Toms River, Rahway, Manalapan, Plainsboro). * **Diverted Bills:** Manage printing and mailing of customer bills after customer service team has reviewed and approved the bill to be sent to the customer. * **Correspondence:** Manage the timely and accurate identification and disposition of correspondence including return mail to various arenaflex departments. * **Invoices:** Manage the accurate and timely disposition of customer service invoices for approval to management. * **Expenses:** Process customer service expenses timely and accurately for all customer service teams. * **Order supplies as needed and food for meetings.** * **Provide company and collective bargaining agreement direction on policies.** * **New employees:** Submit and track Icare tickets for necessary applications and access to arenaflex systems and locations. Train new employees on customer service policies including attendance, timesheet preparation, time off, general expectations, and awareness of CBA. * **Available Union jobs:** Notify customer service employees (via email) about availability of open union jobs identified to meet the 5-day notification period. * **Corrective Action Reporting:** Prepare oral and written warnings for customer service employees regarding attendance and union absence control policy. * **Provide backup support for Customer Service Supervisors and oversee staff when necessary.** * **First contact for facility-related issues. Submit appropriate requests to arenaflex Haworth team or Local Building management using Work order system.** * **Perform other duties and projects as assigned.** **Qualifications:** * **Education/Experience/Background:** Bachelor's Degree is preferred. Back-office experience for a contact center is preferred. 3+ years of supervisory experience. Utility or Telecommunication experience is preferred. * **Knowledge/Skills/Abilities:** Proficiency with Google Apps (Gmail, Sheets, Drive, etc.) and Microsoft Office. Excellent interpersonal, verbal, and written communication skills. Ability to work independently with minimal supervision. Must be able to utilize sound judgment and decision making. Excellent analytical problem-solving and resolution skills. Customer-oriented attitude. Ability to work effectively and communicate with all levels of management, customers, and frontline employees. Responsible for accounts payable and purchase order requisitions through to approval stage. **Career Growth Opportunities and Learning Benefits:** As a Customer Service Support Supervisor at arenaflex, you'll have the opportunity to grow your career and develop your skills in a dynamic and supportive environment. We offer a range of training and development programs to help you achieve your goals, including: * **Mentorship programs:** Work with experienced mentors to develop your skills and knowledge. * **Training and development programs:** Participate in regular training sessions to improve your skills and stay up-to-date with industry trends. * **Career advancement opportunities:** As you grow and develop, you'll have the opportunity to take on new challenges and advance your career within arenaflex. **Work Environment and Company Culture:** arenaflex is a dynamic and supportive work environment that values diversity, inclusion, and employee well-being. We offer a range of benefits and perks to support your physical and mental health, including: * **Flexible work arrangements:** Work from home or in our office – we offer flexible arrangements to suit your needs. * **Wellness programs:** Participate in regular wellness programs to improve your physical and mental health. * **Employee recognition programs:** Celebrate your achievements and contributions to arenaflex. **Compensation, Perks, and Benefits:** As a Customer Service Support Supervisor at arenaflex, you'll receive a competitive salary and benefits package, including: * **Salary:** $85,000 to $90,000 per year. * **Benefits:** Comprehensive benefits package including paid time off policies, health, dental, and vision insurance, and an employer-sponsored 401(k) plan. * **Performance bonus:** Eligible for up to 10% annual performance bonus. * **Sick leave:** 56 hours. * **Observed holidays:** 11 days. * **Vacation:** Flexible Time Off. **How to Apply:** If you're a motivated and organized individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you! **Equal Opportunity Employer:** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that values diversity, inclusion, and employee well-being. Apply for this job