Customer Support Services Agent - Boise, United States - Veolia North America

Description

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.

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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.

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.

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.
Assist with routing new development for meter reading and entry into CC&B.

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.

1-3 years of experience in a customer service center or equivalent Veolia work experience, preferably in a Regulated Utility.

~ 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.
Attention to detail in order to follow company processes and Commission rules.

Ability to function in the digital world, using computer, laptop, tablet, smartphone devices and software to communicate and perform and record work.

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.