Join arenaflex: Leading the Future of Environmental Solutions
Welcome to arenaflex, a proud subsidiary of Veolia and the premier environmental solutions provider in North America. For three consecutive years, we have been recognized as the top-ranked environmental company in the United States, and we take immense pride in our position as the nation's largest private water operator and technology provider. At arenaflex, we don't just manage resources—we守护 (protect) them, ensuring that communities across North America have access to clean water, sustainable waste management, and innovative energy solutions.
Our commitment to excellence extends beyond environmental stewardship. We believe that our greatest asset is our people—the talented, dedicated individuals who work tirelessly behind the scenes to ensure that every customer receives the exceptional service they deserve. As we continue to grow and evolve, we are seeking a dynamic and experienced Customer Service Support Supervisor to join our team and help us maintain the high standards that have made arenaflex an industry leader.
Position Overview
Are you a natural leader who thrives in a fast-paced, customer-focused environment? Do you possess the tact, confidentiality, and judgment required to handle complex administrative challenges while inspiring a team to achieve excellence? If so, we invite you to consider the role of Customer Service Support Supervisor at arenaflex.
This position is pivotal to the success of our Customer Service operations. You will be responsible for overseeing a variety of complex, confidential, and administrative support functions that directly impact our ability to deliver outstanding service to both internal and external customers. The ideal candidate will demonstrate emotional maturity, independence, and exceptional problem-solving abilities while maintaining the highest standards of productivity and customer service excellence.
Key Responsibilities
As a Customer Service Support Supervisor at arenaflex, you will play an instrumental role in ensuring the smooth operation of our Customer Service team. Your responsibilities will span multiple domains, requiring you to be versatile, detail-oriented, and proactive. Below is a comprehensive breakdown of your primary duties:
Financial Operations & Customer Accounts
- Customer Payment Processing: Oversee the batching of checks received daily from customers and banks, ensuring compliance with various bank requirements. Assign support agents to print paper bill stubs as necessary and perform quality assurance on all checks scheduled for shipment to various banks via FedEx.
- Returned Refund Checks: Manage the investigation, disposition, and updating of mailing addresses for returned customer refund checks, ensuring timely resolution and accurate customer records.
- Check Request Vouchers: Approve vouchers for arenaflex New Jersey and arenaflex TR operations, serving as a liaison with external agencies including NJ, Jersey City, Toms River, Rahway, Manalapan, and Plainsboro.
- Invoice Management: Oversee the accurate and timely disposition of customer service invoices for management approval, maintaining financial integrity.
- Expense Processing: Process customer service expenses in a timely and accurate manner for all customer service teams.
Human Resources & Workforce Management
- Timesheet Approval: Serve as the final approver for Customer Service teams including Call Center, Revenue Integrity, Collections (office/field), and provide backup support for the Meter Shop team. Provide counseling and support to employees regarding timesheet corrections and train new employees on proper procedures.
- Attendance & Leave Tracking: Manage daily absence notifications and tracking, maintain login/logout records for union employees with special comments when necessary. Track and report employee leave balances including FMLA and STD, serving as a liaison with HR, HRESC, and payroll regarding discrepancies.
- Union Reporting: Prepare bargaining unit overtime reporting weekly and annually for departments 301, 302, and 303 based on payroll reports. Maintain and make available for employee review, and manage the list of union employees by seniority within each department.
- Time-Off Management: Prepare vacation request forms for union employees annually and manage requests based on union seniority. Maintain vacation scheduling on team calendars and manage all other time-off requests including Sick, Personal, and Floating Holidays.
- Training Attendance: Track EHS in-person classroom training attendance and submit reports to the EHS team.
- Job Notifications: Notify customer service employees via email about available open union jobs, ensuring compliance with the 5-day notification period.
Communication & Correspondence
- Letter Creation: Create and manage various letters to be sent to external entities, including Lead Service Line Replacement, Demolition, Meter Test Results, Seasonal Meter, Lead Water Test Results, Lien communications, and other correspondence as identified.
- Diverted Bills: Manage the printing and mailing of customer bills after the customer service team has reviewed and approved them for dispatch to customers.
- Correspondence Management: Ensure timely and accurate identification and disposition of correspondence, including return mail to various arenaflex departments.
Team Leadership & Administration
- New Employee Onboarding: Submit and track Icare tickets for necessary applications and system access for new employees. Train new employees on customer service policies including attendance, timesheet preparation, time-off procedures, general expectations, and awareness of collective bargaining agreements.
- Corrective Action: Prepare oral and written warnings for customer service employees regarding attendance and union absence control policy violations.
- Backup Support: Provide backup support for Customer Service Supervisors and oversee staff when necessary.
- Facility Management: Serve as the first contact for facility-related issues and submit appropriate requests to the arenaflex Haworth team or Local Building Management using the work order system.
- General Administration: Order supplies as needed and coordinate food for meetings. Provide guidance on company and collective bargaining agreement policies.
In addition to these primary responsibilities, you will be expected to perform other duties and projects as assigned, contributing to the overall success of the Customer Service department and the organization as a whole.
Qualifications & Requirements
Education & Experience
- A Bachelor's Degree is preferred for this role, demonstrating a foundation in business administration, communications, or a related field.
- Back-office experience for a contact center is strongly preferred, providing you with the insight needed to support and lead a customer service team effectively.
- A minimum of 3+ years of supervisory experience is required, demonstrating your ability to lead, mentor, and manage a team.
- Utility or Telecommunication experience is preferred, as it provides familiarity with the complex customer service environments we operate in.
Technical Skills
- Proficiency with Google Apps including Gmail, Sheets, Drive, and other Google productivity tools.
- Advanced proficiency in Microsoft Office applications including Word, Excel, and PowerPoint.
- Strong analytical capabilities with the ability to interpret data, generate reports, and make data-driven decisions.
Core Competencies
- Exceptional Interpersonal Skills: You must possess excellent verbal and written communication skills, with the ability to interact professionally with customers, employees, and management at all levels.
- Sound Judgment & Decision Making: The ability to utilize sound judgment and make informed decisions, especially when handling confidential matters.
- Problem-Solving Abilities: Excellent analytical problem-solving and resolution skills to address complex administrative challenges.
- Customer-Oriented Attitude: A genuine commitment to delivering outstanding customer service and maintaining customer satisfaction.
- Independence & Initiative: Ability to work independently with minimal supervision, taking ownership of responsibilities and driving results.
- Attention to Detail: Meticulous attention to financial accuracy, documentation, and compliance with policies and procedures.
- Confidentiality: Ability to handle sensitive and confidential information with the utmost discretion and professionalism.
Why Join arenaflex?
At arenaflex, we understand that our employees are the backbone of our success. That's why we are committed to providing a supportive, inclusive, and rewarding work environment where you can grow both professionally and personally. When you join our team, you become part of a organization that values innovation, sustainability, and excellence.
Career Development & Growth Opportunities
We believe in investing in our people. As a Customer Service Support Supervisor at arenaflex, you will have access to ongoing training and development opportunities that will help you sharpen your skills and advance your career. Whether you're looking to deepen your expertise in customer service operations, move into a higher leadership role, or explore other areas of our business, arenaflex supports your career journey.
You'll work alongside talented professionals who are passionate about what they do, and you'll have the chance to make a meaningful impact on both our customers and the communities we serve. Our culture encourages collaboration, continuous learning, and personal growth, making arenaflex an ideal place to build a lasting career.
Work Environment & Culture
Our Customer Service team operates in a dynamic, fast-paced environment where no two days are the same. We pride ourselves on fostering a culture of respect, inclusivity, and teamwork. We value open communication and encourage employees to share their ideas and perspectives. At arenaflex, your voice matters, and your contributions are recognized and appreciated.
We are committed to maintaining a safe and healthy workplace where every employee can thrive. We believe in work-life balance and understand the importance of taking care of yourself and your family.
Compensation & Benefits
We are excited to offer a competitive compensation package that reflects your experience, skills, and contributions to our team.
- Annual Salary: $85,000 to $90,000 per year, commensurate with experience.
- Performance Bonus: Eligible for up to 10% annual performance bonus, rewarding your hard work and dedication.
- Paid Time Off: We offer flexible time off policies, giving you the freedom to manage your vacation and personal time.
- Sick Leave: 56 hours of sick leave to support your health and well-being.
- Observed Holidays: 11 paid holidays per year.
- Health Insurance: Comprehensive health, dental, and vision insurance coverage for you and your family.
- Retirement Savings: Participate in our employer-sponsored 401(k) plan to help you save for a secure retirement.
Note: Pay and benefits for employees represented by a union are outlined in their respective collective bargaining agreement.
Equal Opportunity Employer
arenaflex is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where 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. We believe that diversity strengthens our team, and we welcome applications from all backgrounds and experiences.
Apply Today
If you're ready to take the next step in your career and join a team that's making a real difference in environmental services, we encourage you to apply for the Customer Service Support Supervisor position at arenaflex. This is your opportunity to grow with an industry leader, develop your skills, and contribute to a mission that matters.
Bring your leadership, expertise, and passion for customer service to arenaflex. We can't wait to see what you'll accomplish as part of our team. Apply now and start your journey with a company that values its people and is committed to excellence in everything we do.