This job was posted by https://idahoworks.gov : For more information,
please see: https://idahoworks.gov/jobs/2197582 Company Description
About Veolia North America
A subsidiary of Veolia Group, Veolia North America (VNA) 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, Mass., Veolia North America has approximately 10,000 employees
working at more than 350 locations across the continent. Please visit
our website www.veolianorthamerica.com.
Job Description
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 I 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 Idaho Public Utilities Commission
requirements. The customer service center performs a variety of customer
facing duties, is responsible to take a high volume of customer calls,
respond to emails and website portal requests, process customer requests
to turn on and off water and make payment plans.
Primary Duties/Responsibilities:
The day-to-day operations include, but are not limited to the following:
- 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 CC&B.
- Promotes/explains company initiatives, programs, and processes to
customers, and obtains appropriate information from customers (ACH,
ebilling, conservation, etc.).
- Assist with routing new development for meter reading and entry into
CC&B.
Other Responsibilities:
- As requested, participate in other initiatives such as, but not
limited to, CC&B Upgrades, Web Upgrades, or other special projects
at the direction of the Customer Service Supervisor, Manager or
Director.
Qualifications
Education/Experience/Background:
- High School Diploma/GED.
- 1-3 years of experience in a customer service center or equivalent
Veolia work experience, preferably in a Regulated Utility.
- Demonstrated ability to deal with customers, clients and regulators
in a courteous, professional and diplomatic manner
Knowledge/Skills/Abilities:
- Fine-tuned organizational, interpersonal, and problem solving skills
to create positive interactions with customers.
- Strong communication (oral and written) and listening skills to
understand the customer\'s situation and respond effectively by
phone, email, in writing, or in person, in a helpful and
professional manner.
- Practiced problem solving and critical thinking skills to determine
solutions to a customer\'s problem resolving issues effectively.
- Ability to communicate escalated questions and or issues to the Lead
CSR or Supervisor effectively.
- Demonstrates patience and politeness, especially when interacting
wi h difficult or irate customers.
- Ability to work in a team environment in a cooperative and
dependable manner in order to achieve internal customer satisfaction
and meet company goals.
- Flexibility - ability to fill-in as needed to cover critical
tasks/roles.
- Attention to detail in order to follow company processes and
Commission rules.
- Integrity - ability to maintain confidentiality of customer
information.
- Ability to prioritize and manage multiple competing work priorities
successfully.
- Ability to function in the digital world, using computer, laptop,
tablet, smartphone devices and software to communicate and perform
and record work.
- Proficiency with Google Products.
Additional Information
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.