Customer Service Representative

4 weeks ago

East Palo Alto, 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

Pay Rate: $28.80 to $31.25 per hour. 

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: 

Provides courteous and efficient customer service and answers basic customer inquiries. Provides routine administrative support to the assigned group.

Primary Duties/Responsibilities:

  • Answers customer calls to provide information posting, payment application and termination of service, payment arrangements, collections, meter reading, billing, inspections, audits, meter test, and repair and replacements.
  • Sets up new customer accounts and prepares final bill refunds and transfers following established procedure.
  • Analyze customer billing and payment history.
  • Effectively troubleshoots customer inquiries.
  • Contacts delinquent customers to make arrangements for payment or discontinuance of service.
  • Maintains account ledgers and assembles information regarding delinquent accounts for possible legal action.
  • Prepares and maintains records pertaining large and sensitive customers' accounts and billings.
  • Provides general clerical support to supervisor, prepares and composes letters, memoranda, etc.
  • Generates work orders for scheduled appointments and verifies check amounts.
  • Maintains telephone logs of incoming calls maintain correspondence log.
  • Performs data entry to complete work orders, duplicates documents and bills, retrieves and faxes requested work orders and customer service-related correspondence.
  • Processes Forms (Refunds, Misapplied Payments, Credit).
  • Makes appointments to reread meter.
  • Performs other projects / tasks/ duties as assigned.

Work Environment:

  • Spends most of time in an office environment with normal noise levels.
Qualifications

Education/Experience/Background: 

  • High School Diploma/GED is required.
  • 2 to 3 years of progressive experience in a Customer Service environment preferred.

Knowledge/Skills/Abilities: 

  • Must demonstrate effective oral and written communication skills with good vocabulary, good grammar and the ability to independently compose routine written internal or customer communications. Must have a minimum working knowledge of call center/contact center practices and processes.
  • Must have PC skills with good working knowledge of Office applications and knowledge of Google suite is a plus. Ability to maintain spreadsheets and modify formats in order to complete assignments.
  • Must demonstrate ability to pay close attention to details, and present good planning, organization, and time management skills.
  • Must be able to work effectively with interruptions and meet or exceed production and quality goals. Ability to handle confidential or sensitive information or issues.
  • Must demonstrate ability to work in a team environment and willingness to assume additional or new responsibilities readily.

Physical Requirements:

  • While performing the duties of this job, the employee is regularly required to sit (80%), walk (10%), and stand (10%).
  • Uses hands to finger, handle, or feel.
  • Works with hands extended in front of the body and to reach with hands and arms.
  • Occasionally required to stand and to occasionally stoop, kneel, or crouch.
  • Must occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.


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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