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Senior Customer Support Specialist

2 months ago

Boise Idaho, United States Veolia Full time
Job Overview

Benefits:
Veolia offers a robust benefits package that includes paid time off, health, dental, and vision insurance. Employees also have the opportunity to participate in an employer-sponsored 401(k) plan to prepare for retirement. For union-represented employees, pay and benefits are defined in their collective bargaining agreement.

Position Objective:

The Senior Customer Support Specialist is tasked with delivering professional, effective, and efficient service to all internal and external clients. This role requires a thorough understanding of company policies, procedures, and compliance with Idaho Public Utilities Commission regulations.

The position involves auditing a high volume of readings from field personnel and addressing billing discrepancies, processing daily orders, and ensuring accurate entry of new services into the billing system.


Key Responsibilities:
1. Oversee Revenue Integrity and Non-Revenue Water Projects.
2. Review and rectify pending bills in the billing system to ensure timely generation.
3. Collaborate with the metering department on issues related to zero consumption and vacant properties.
4. Manage billing system tasks effectively.
5. Process all back-office operations promptly to reduce estimation of bills due to field activities (e.g., meter replacements).
6. Correct and rebill switched meters as necessary.
7. Upload and download manual meter readings in the Customer Care and Billing (CCB) system.
8. Enter new fire service information into the CCB.
9. Create, modify, review, and adjust seasonal on/off billing for Boise City.

Work closely with the Planning and Metering Department to ensure timely billing for new properties. Collaborate with metering on the Strategic Meter initiative to update the billing system promptly.

Test new rates in the billing system and assist the rates department in monitoring surcharges.


Additional Duties:
1. Adhere to all income, regulatory, and tariff processes and procedures.
2. Support the Managers of Customer Operations and Metering, along with the Metering Supervisor, in ongoing projects aimed at enhancing customer experience (e.g., CC&B Upgrades, Web Upgrades).

Participate in various initiatives as directed by the Customer Service Supervisor, Manager, or Director, including but not limited to CC&B Upgrades and Web Upgrades.