Technical Customer Service Representative

6 days ago


Livonia, Michigan, United States Veolia Full time
Job Description

Company Overview

Veolia North America is a leading provider of water, waste, and energy management services. Our company offers a comprehensive range of solutions to commercial, industrial, healthcare, higher education, and municipality customers across North America.

Job Summary

We are seeking a highly skilled Technical Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer experience by coordinating all aspects of the customer service cycle.

Key Responsibilities

  • Customer Service
    • Own the customer service experience by being the primary point of contact for customers within assigned branch territories.
    • Engage multiple internal teams across branches to provide an excellent customer experience by coordinating and leading the customer service cycle.
  • Technical Support
    • Provide technical support to customers and Veolia teams, offering guidance in chemical grouping, disposal options, approvals, RCRA & DOT regulations, and compliance.
  • Waste Management
    • Create new Waste Information Profiles (WIPs) ensuring compliance in accordance with RCRA & DOT regulations.
    • Manage the waste approval process both with internal and 3rd party TSDFs, determining the most cost-effective methods that comply with customer-approved facilities and technologies.
  • Job Management
    • Manage the creation of jobs and tickets for customer service requests.
    • Create detailed work orders to ensure accurate job understanding of operations teams.
  • Post-Shipment Process
    • Oversee post-shipment processes, including review of job information, verification of WIPs and approvals, and resolution of any issues and discrepancies to ensure TSDF acceptance and impact to invoicing.
  • Collaboration
    • Collaborate and coordinate with team members to manage all other incoming customer requests, including support for quoting new service categories and working with the billing team on customer invoicing processes.

Requirements

  • Education and Experience
    • Demonstrable experience in customer service/fulfillment.
    • Experience of waste management and disposal.
    • High School diploma with a minimum of 1 year of experience in a similar field.
  • Knowledge and Skills
    • Strong customer relationship/management skills.
    • Focus on meeting customers' needs, offering the least complex and most efficient solution for ESS.
    • Technical knowledge of waste management and disposal preferred.
    • High attention to detail.
    • Highly organized and structured - able to follow a standard process.
    • Able to work collaboratively across different functions and to secure help from colleagues.
    • Strong verbal and written skills.

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.



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