Customer Service Representative I

4 weeks ago


Boise, Idaho, United States Veolia Environnement SA Full time
Job Description

Veolia North America is seeking a skilled Customer Service Representative I to provide exceptional customer service to internal and external customers. The ideal candidate will possess excellent knowledge of company policies and procedures, as well as Idaho Public Utilities Commission requirements.

Key Responsibilities
  • Provide professional, effective, and efficient customer service to all internal and external customers.
  • Handle a high volume of customer calls, respond to emails and website portal requests, and process customer requests to turn on and off water and make payment plans.
  • Ensure customer calls/contacts, billing, collections, cashiering, field orders, and other customer service functions are handled effectively, timely, and efficiently.
  • Receives, investigates, and resolves customer calls, emails, complaints, and inquiries pertaining to billing, collections, and other customer service functions.
  • Responsible for achieving customer service metrics and satisfaction levels.
  • Ensure all service orders are complete and entered into CC&B.
  • Promotes and explains company initiatives, programs, and processes to customers and obtains appropriate information from customers.
  • Assist with routing new development for meter reading and entry into CC&B.
Requirements
  • High School Diploma/GED is required.
  • 1-3 years of experience in a customer service center or equivalent Veolia work experience, preferably in a Regulated Utility.
  • Demonstrated ability to deal with customers, clients, and regulators in a courteous, professional, and diplomatic manner.
Preferred Qualifications
  • Fine-tuned organizational, interpersonal, and problem-solving skills to create positive interactions with customers.
  • Strong communication (oral and written) and listening skills to understand the customer's situation and respond effectively.
  • Practiced problem-solving and critical thinking skills to determine solutions to a customer's problem resolving issues effectively.
  • Ability to communicate escalated questions and/or issues to the Lead CSR or Supervisor effectively.
  • Demonstrates patience and politeness, especially when interacting with difficult or irate customers.
  • Ability to work in a team environment in a cooperative and dependable manner to achieve internal customer satisfaction and meet company goals.
  • Flexibility - ability to fill-in as needed to cover critical tasks/roles.
  • Attention to detail in order to follow company processes and Commission rules.
  • Integrity - ability to maintain confidentiality of customer information.
  • Ability to prioritize and manage multiple competing work priorities successfully.
  • Ability to function in the digital world, using computer, laptop, tablet, smartphone devices, and software to communicate and perform and record work.
  • Proficiency with Google Products.


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