Customer Service Representative

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Position Purpose:

Provides courteous and efficient customer service and answers basic customer inquiries. Provides routine administrative support to assigned group.

Primary Duties/Responsibilities:

• Answers telephone calls and/or email regarding service, operation or maintenance. Answers basic questions and provides information. Processes customer complaints and forwards to proper department ensuring that accurate that messages are delivered in a timely manner.
• Receives payment and posts to proper account.
• Processes utility billing department requests and complaints. Examines meter reading schedules (to see if early reading increased billing period), meter read records, computer / accounting records, and other related sources to determine if correction is required of meter reading or billing error. Prepares forms required for correction of meter reading or billing errors.
• Sets up new customer accounts and prepares final bill refunds and transfers following established procedure.
• Processes customer requests for service or start/stop service. Explains procedures for starting service as necessary. Enters service-related work orders into system.
• Performs clerical and administrative duties including processing regulatory reports, performing code updates for sewer clients and updating inspection and testing results. Composes and initiates routine correspondence and memoranda such as leak letters and back flow letters. Edits and proofs documents for grammar, spelling, and clarity of expression, organization, and conformance to company specifications.
• Creates, runs and distributes standard and customized periodic reports, to communicate follow-up requirements and to summarize reports, etc.
• Maintains organized computer and/or hard copy files for easy identification and retrieval. Assists field service crews by maintaining efficient filing of customer account information.

Work Environment:

• Spends most of time in an office environment with normal noise levels.
• Occasional visits to plant areas.
• Hours, days and shifts may vary in order to cover 24-hour customer service function.
• Possible Work Hazards: Must take care in moving or lifting office supplies. Infrequent exposure to plant hazards including noise, heavy equipment, chemicals and fumes.

Education/Experience/Background:

• High School Diploma/GED is required.
• At least one year internal or related experience with basic knowledge of departmental function and terminology.

Knowledge/Skills/Abilities:

• Clear understanding of general math (ability to add, subtract, multiple and divide in all units of measure, using whole numbers, common fractions and decimals.
• Must demonstrate the ability to read, write and comprehend written and verbal English.
• Knowledge of general office practices and procedures and ability to use all office machines.
• Must demonstrate effective oral and written communication skills with good vocabulary, good grammar and the ability to independently compose routine written internal or customer communications.
• Good telephone etiquette.
• Accurate typing speed of 50 words per minute, PC skills with good working knowledge of MS Word, MS Excel and exposure to departmental software programs.
• Ability to maintain spreadsheets and modify formats in order to complete assignments.
• Must demonstrate ability to pay close attention to details, and present good planning, organization, and time management skills.
• Must be able to work effectively with interruptions and meet or exceed production and quality goals.
• Ability to handle confidential or sensitive information or issues.
• Must demonstrate ability to work in a team environment and willingness to assume additional or new responsibilities readily.
• Must be able to work varying shifts if required.

Required Certification/Licenses/Training:

• Employee Orientation.
• Customer Service and Billing Systems Training. Cross Training where required.
• Training to keep abreast of new technology, industry trends and practices to improve efficiency.
• Performs some advanced functions as part of training and development.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to sit (70%), walk (20%), and stand (10%).
• Uses hands to finger, handle, or feel.
• Works with hands extended in front of body 12 inches (40%) and to reach with hands and arms.
• Must talk or hear.
• Occasionally required to stoop, kneel, or crouch.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Pay Range: $23.00 to $26.00 per hour.

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement.

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.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.