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Customer Service Representative III

2 months ago

Boise, Idaho, United States Veolia Full time
Job Summary

We are seeking a highly skilled Customer Service Representative III to join our team at Veolia. This role is responsible for providing exceptional customer service to internal and external customers, ensuring timely and accurate billing, and maintaining revenue integrity.

Key Responsibilities
  • Revenue Integrity and Non-Revenue Water Initiatives
    • Review and correct pending bills in the billing system to ensure timely generation.
    • Work with the metering department to resolve 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.
    • Collaborate with metering on the Strategic Meter initiative to update the billing system.
    • Test new rates in the billing system and assist the rates department with monitoring surcharges.
  • Other Responsibilities
    • Comply with all income, regulatory, and tariff processes and procedures.
    • Assist the Manager(s) of Customer Operations, Manager of Metering, and Supervisor of Metering with ongoing divisional projects for improving the customer experience.
    • Participate in other initiatives as requested, such as CC&B Upgrades, Web Upgrades, or other special projects.
Requirements
  • 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 as it relates to internal control structure, policies, procedures, and compliance.
  • 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 determine solutions to customer problems.
  • Ability to communicate escalated questions and issues to the Lead CSR or Supervisor effectively.
  • Ability to work in a team environment in a cooperative and dependable manner 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.
  • Knowledge of IPUC Regulations, credit, and collection laws.