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

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 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 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 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 time frames, processes daily orders, miscellaneous items, and ensures all new services are entered into the billing system.

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.).

WORK ENVIRONMENT

Work from home or office hybrid role.

Education / Experience / Background

• High school diploma or equivalent
• 2 years previous call center, front office, bad debt, back office, and/or billing customer service experience required; more years experience preferred
• Regulated Utility or Municipality customer service experience preferred
• Experience using CC&B Customer Billing Information System or similar is preferred

Knowledge / Skills / Abilities

• 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 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, smart phone devices and software to communicate and perform and record work.
• Proficiency with Google for Business Suite

Physical Requirements

Ability to sit/stand for long periods of time working on computer, viewing screens, processing calls and managing side-jobs as assigned.

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.

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.

As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.

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.