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Customer Service Representative III

2 months ago

Boise, Idaho, United States Veolia Full time
Job Description

About Veolia North America

Veolia North America is a leading provider of water, waste, and energy management services. Our company offers a comprehensive range of services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting, and resource recovery. We serve a diverse range of customers across North America, including commercial, industrial, healthcare, higher education, and municipalities.

Our Benefits

We offer a competitive benefits package, including paid time off, health, dental, and vision insurance, and an employer-sponsored 401(k) plan. Our employees are also entitled to participate in a collective bargaining agreement, which outlines pay and benefits for union-represented employees.

Job Purpose

The Customer Service Representative III is responsible for providing exceptional customer service to internal and external customers. This role requires in-depth knowledge of company policies and procedures, as well as Idaho Public Utilities Commission requirements. The successful candidate will be responsible for managing revenue integrity and non-revenue water initiatives, including reviewing and correcting pending bills, working with the metering department, and processing back-office work.

Key Responsibilities

  • Revenue Integrity and Non-Revenue Water Initiatives
    • Review and correct pending bills to ensure timely billing.
    • Work with the metering department on zero consumption, vacant properties, and consecutive estimate reports.
    • Process back-office work in a timely manner and minimize estimating bills due to field work.
    • Correct switched meters and rebill as necessary.
    • Upload and download manual meter readings in CCB.
    • Create, modify, review, update, and adjust Boise City seasonal on/off settings.
    • Work closely with the Planning and Metering Department to ensure timely billing for new properties.
    • Assist with the Strategic Meter initiative and update the billing system as needed.
    • Test new rates in the billing system and assist with monitoring surcharges.
  • Other Responsibilities
    • Comply with all income, regulatory, and tariff processes and procedures.
    • Assist the Manager of Customer Operations, Manager of Metering, and Supervisor of Metering with divisional projects to improve the customer experience.
    • Participate in other initiatives as requested, such as CC&B upgrades, web upgrades, or special projects.

Qualifications

  • 5+ years of experience in a customer service center or equivalent Veolia work experience, preferably in a regulated utility.
  • Significant technical expertise and experience required for internal control structure, policies, procedures, and compliance.

Knowledge, Skills, and Abilities

  • Demonstrated ability to deal with customers, clients, and regulators in a courteous, professional, and diplomatic manner.
  • Ability to multitask, handle multiple deadlines, and projects.
  • Strong oral, written, and interpersonal skills.
  • Practiced problem-solving and critical thinking skills to resolve customer issues effectively.
  • Ability to communicate escalated questions and issues to the Lead CSR or Supervisor effectively.
  • Ability to work in a team environment, cooperate, and depend on others to achieve internal customer satisfaction and meet company goals.
  • Flexibility to fill-in as needed to cover critical tasks/roles.
  • Attention to detail to follow company processes and Commission rules.
  • Integrity to maintain confidentiality of customer information.
  • Ability to prioritize and manage multiple competing work priorities successfully.
  • Familiarity with computer applications, such as Sheets, Google Docs, CC&B, CityWorks, and other Google applications.
  • Ability to work under stressful conditions and make quick and concise decisions.
  • Knowledge of IPUC regulations, credit, and collection laws.