Customer Service Representative I

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Job Description

Company Description Veolia is the world's leading environmental services company with ~179,000 employees globally and a 160-year history. We help our customers address their environmental and sustainability challenges in energy, water and waste. That means improving our clients’ energy efficiency, better managing their water and wastewater, and recovering resources from their wastes. We do this in a safe, cost-effective and innovative manner for cities, governments, campuses, businesses, and industries. 

Job Description Do you have experience working in the utility industry - or do you work for contractors who regularly interact with utility groups? Do you want to feel like part of a team? Does working in a small, team environment sound good to you? Do you want the ability to choose working remotely, in office, or a combination of the two? If you answered, “yes,” it may be time to make a move - join the other 120 Veolia North America Boise location employees who work selflessly to do what's right for our customers, maintain a healthy work environment, meet every regulatory obligation without exception, and are polite, and professional.

Veolia North America Boise location is looking for professional, service-minded customer service representatives with utility and/or call center experience to join its team in the call center. Here's a look at the principal areas of responsibility:

Our customer service representatives operate on three (3) functional levels, call center (entry-1), front office/bad debt (mid-level-2), and back office/billing (max-level-3). 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 Idaho Public Utilities Commission requirements.

The call center performs primary customer contact, is responsible to take high volume of customer calls, process customer requests to turn on and off water and make payment plans.

The front office/bad debt processes monies to the bank, assists all walk-in customers and processes closed accounts and prepares delinquent accounts for off-site collections.

The back office/billing audits high volumes of readings generated by field personnel and bills that have fallen outside specified billing periods, processes daily orders, miscellaneous items, and ensures all new services are entered into the billing system.

Qualifications Required Skills:

Fine-tuned organizational, interpersonal, and problem-solving skills to create positive interactions with customers to include:

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 with difficult or irate customers.

Ability to work in a team environment in a cooperative and dependable manner to achieve internal customer satisfaction and meet company goals.

Flexibility - ability to fill-in as needed to cover critical tasks/roles o Attention to detail 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, smart phone devices and software to communicate and perform and record work

Regulated Utility or Municipality customer service experience preferred

Experience using Customer Billing Information System (CC&B) or similar is preferred

Experience with Google Business Platform Required Experience:

2 years previous call center, front office, bad debt, back office, and/or billing customer service experience required; more years' experience preferred

Additional Requirements:

High school degree or equivalent

#SVNA

Additional Information All your information will be kept confidential according to EEO guidelines.

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Company info

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