Operational Lead CSR

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Job Description

Company Description Veolia Group aims to be the benchmark company for ecological transformation. With nearly 220,000 employees worldwide, the Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources and replenish them. In 2021, the Veolia group provided 79 million inhabitants with drinking water and 61 million with sanitation, produced nearly 48 million megawatt hours and recovered 48 million tonnes of waste. Veolia Environnement (Paris Euronext: VIE) achieved consolidated revenue of 28,508 billion euros in 2021. 

www.veolia.com

Job Description POSITION PURPOSE

Versed in customer contact and workforce management systems, provides courteous and efficient customer service and responds to technical customer inquiries where operational staff is required to follow up regardless of complexity including commercial and industrial accounts. Coordinates, plans, and prioritizes technical service complaints and field assignments with limited oversight from Operations Supervisor(s). Incumbent will determine

the best resource for immediate customer assistance based on location, existing workload, and abilities

PRIMARY DUTIES / RESPONSIBILITIES

Provides exceptional customer service to external and internal customers by ensuring quick resolution of escalated technical and operational customer concerns to appropriate Operations staff..

Acts as intermediary between escalated technical operational customer service concerns.

Coordinates, plans, and prioritizes technical service complaints and field assignments with limited oversight from Operations Supervisor(s).

Maintains situational awareness of all daily activities in the workforce management system.

Creates work orders and communicates customer needs with field staff to ensure an exceptional customer experience.

Notifies leadership and appropriate stakeholders of unplanned outages, emergency line breaks etc.

Provides outage maps in the workforce management system, implements reverse 911 notification system and public view.

Fields technical calls from the public and explains services provided. Must be able to determine when to seek assistance from a supervisor.

Maintains operational records of daily calls in workforce management system.

Looks for opportunities to improve upon existing processes and practices.

Other duties as assigned.

Qualifications Education / Experience / Background

High school diploma or GED plus additional specialized courses or Associates Degree in a related field..

Minimum of five years business experience in office customer service and call center environment and/or back office billing.

Experience with utility billing software systems (Oracle CC&B required).

Experience with utility meter reading software systems is desired.

Experience coaching and/or team leader functions preferred.

Experience directly related with knowledge of departmental function, procedures, terminology and interrelationships.

Knowledge / Skills / Abilities

Advanced knowledge of Customer Information Systems (CIS) software applications (Oracle CC&B preferred).

Proficient knowledge in use of Google platforms.

Thorough knowledge of Customer service procedures as well as the Billing system and billing procedures.

Excellent interpersonal skills with strong telephone etiquette, written, and verbal communications skills.

Demonstrated ability to de-escalate and resolve difficult customer interactions.

Effective oral and written communication skills with good vocabulary, good grammar and ability to tactfully handle customer service issues in large or complex accounts or when issues are escalated to him or her by another team member.

Ability to independently compose written internal or customer communications.

Keen sense of and for situational awareness

Accurate typing speed of 50 words per minute.

PC skills with Google platform and systems and ability to develop spreadsheets and modify formats in order to complete assignments.

Ability to work in a team environment and show a willingness to proactively assume additional or new responsibilities, including leading the activities of other team members.

Ability to investigate and independently recommend solutions to complex problems.

Ability to create and update site number and lot table for new large service lines, complete complex adjustments and review and update fire line modifications.

Ability to pay close attention to details, and present good planning, organization, and time management skills.

Effective oral and written communication skills with good vocabulary, good grammar and the ability to independently compose routine written communications.

Must be able to handle. diverse tasks simultaneously and work effectively with interruptions and meet or exceed production and quality goals.

Ability to handle confidential or sensitive information or issues.

Must be able to pass a drug test and a criminal background check

Additional Information 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 more than 10,000 employees working at more than 350 locations across the continent. 

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Company info

Enovity Inc
Website : http://www.enovity.com