Customer Service Representative I

Veolia Environnement SA • Boise, ID

2d

About The Position

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.

Requirements

• High School Diploma/GED is required.
• 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.
• 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 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, smartphone devices and software to communicate and perform and record work.
• Proficiency with Google Products.

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 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.
• 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

Benefits

• Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees