Customer Service Representative

1 month ago

Laurel, United States Veolia Full time
Job DescriptionJob DescriptionCompany 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. Please visit our website www.veolianorthamerica.com.

Job Description

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:

This position is the primary point of contact and interacts with customers to provide and process information in response to inquiries, concerns and requests about products and services. Prepares service orders, accurately maintains customer accounts and application of payments in the Customer Information System (CIS) software (InCode) and provides all cashier functions.

Primary Duties/Responsibilities:

  • Receive and Process payments:
    • Accept customer payments.
    • Post payments to accounts, including those originating from electronic sources.
    • Research and correct misplaced payments.
    • Provide payment information to customers.
    • Enter customer account data into computer.
    • Balance cash drawer daily and maintain cash reports.
    • Manage contracts for delinquent account payments adhering to business processes.
    • Calculate, process and post customer billing adjustments.
  • Provide customer service in a timely, efficient manner:
    • Respond to billing inquiries, including high bill complaints.
    • Respond to general inquiries and information requests.
    • Respond to requests for service and generate service orders.
    • Maintain customer files.
  • Process departmental mail:
    • Process incoming / outgoing mail.
    • Sort mail and process returned mail.
    • Match checks with receipts.
    • Post receipts and payments to accounts.
    • Complete paperwork.
  • Process new customer accounts:
    • Build data files for each new account.
    • Match customer with location.
    • Enter data into computer.
    • Ensure billing processing programs are prepared for new accounts.
  • Process service orders:
    • Create, print and distribute service orders.
    • Close out service orders in billing system when completed.
    • Follow-up on outstanding service orders.
  • Provide administrative support to department:
    • Type departmental correspondence, filing, assist with office supply orders, answer telephones.
  • Must be able to follow and comply with all company and department processes, policies, procedures, SOPs and work rules.
  • Be able to notarize documentation for customers.
  • Perform other duties as needed and/or directed.

Work Environment:

  • While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. 
  • The noise level in the work environment is usually moderate.
Qualifications

Education/Experience/Background:

  • High School Diploma/GED is required.
  • 1 to 3 years office/billing experience preferred.

Knowledge/Skills/Abilities:

  • Proper methods of handling and processing cash.
  • Strong written and verbal communication skills are required with excellent telephone skills.
  • Demonstrated proficiency and accuracy with cash management abilities is required.
  • Strong organizational skills with the ability to handle multiple tasks and competing priorities is required.
  • Familiarity and adherence to all environmental and safety compliance regulations
  • Proficient knowledge of MicroSoft Office including Excel
  • Must have ability to learn and become proficient with basic accounting practices and techniques and A/R processes
  • Must have ability to learn and become proficient with InCode billing software. Previous InCode experience is desirable.
  • Requires excellent listening skills for problem analysis, troubleshooting and problem-solving abilities
  • Familiarity with City of Laurel streets and maps
  • Strong interpersonal skills are required with the ability to work as a team member; demonstrate professionalism and courtesy at all times; effectively and efficiently manage customers and maintain confidentiality

Required Certification/Licenses/Training:

  • Valid driver’s license in state of residence is required and must meet risk management guidelines.

Physical Requirements:

  • While performing the duties of this job, the employee is regularly required to talk or hear. 
  • The employee is frequently required to stand; walk; climb stairs or ladders; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. 
  • The employee may occasionally lift and/or move up to 25 pounds. 
  • Specific vision abilities required by this job include ability to distinguish color, close vision and distance vision.


Additional Information

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.

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.

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