Customer Service Representative

Company Description

About Veolia North America

A subsidiary of Veolia group, Veolia North America (VNA) 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. VNA helps commercial, industrial, healthcare, higher education, and municipality customers throughout North America. Headquartered in Boston, Massachusetts, Veolia North America has more than 10,000 employees working at more than 350 locations across the continent.
www.veolianorthamerica.com

Job Description

PAY: $21.20/hr

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.

Position Purpose: 

The customer service representative operates on various functional levels within the call center.  Handling a high volume of calls is the top priority while handling back-office functions such as billing, field service processing which entails scheduling and completion, collections, bad debt and cash processing.  The customer service representative is responsible for providing professional, effective, and efficient customer service for all internal and external customers by using excellent, in-depth knowledge of company policies and procedures and Delaware regulatory commission requirements.

Primary Duties/Responsibilities: 

• Ensure customer calls/contacts, billing, collections, cashiering, field orders, and other customer service functions, are handled effectively, timely, and efficiently in a knowledgeable and positive manner.
• Receives, investigates and resolves customer calls, emails, complaints and inquiries pertaining to billing, collections, and other customer service functions
• Responsible to achieve customer service metrics and satisfaction levels.
• Ensure all service orders are complete and entered into the CIS
• Assist with routing new development for meter reading and entry into CIS
• Professionally perform reception and cashiering functions.
• Process customer payments, prepare daily deposits, maintain cash reports
• Prepare billing adjustments
• Efficiently and accurately prepares, updates, maintains and files a variety of customer billing and collections information, service orders, data, reports, and the like.
• Promotes/explains company initiatives, programs, and processes to customers, and obtains appropriate information from customers (ACH, ebilling, conservation, etc.).

Qualifications

Education/Experience/Background: 

• High School Diploma/GED is required.
• Associate’s degree or equivalent from a two-year college or technical school preferred.
• 2 years previous call center, front office, bad debt, back office, and/or billing customer service experience required.
• Regulated Utility or Municipality customer service experience preferred.
• Experience using CC&B Customer Billing Information System or similar is preferred.

Knowledge/Skills/Abilities: 

• Excellent customer service skills with the ability to handle irate customer interactions as needed.
• Excellent verbal and written communication skills.
• Strong interpersonal and people skills.
• Active listening abilities.
• Proficiency in Google Suite or similar products.
• Ability to work on multiple tasks simultaneously and adapt to changing priorities in a fast-paced environment.
• Strong attention to detail.
• Good organization and problem-solving skills.
• Ability to work effectively in a team environment and with other departments.

Physical Requirements:

• Work is primarily sedentary and requires exertion of up to 10 pounds of force occasionally.
• Work activities include, but are not limited to, reaching, finger dexterity, talking, hearing, grasping and repetitive motions.
• The position deals largely with interacting with customers by phone, basic accounting and use of a computer terminal.

Additional Information

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without re