Customer Service Representative Details

Customer Service Representative

Veolia - Wilmington, DE

Employment Type : Full-Time

Company Description

Veolia is the world's leading environmental services company with ~179,000 employees globally and a 160-year history. We help our customers address their environmental and sustainability challenges in energy, water and waste. That means improving our clients’ energy efficiency, better managing their water and wastewater, and recovering resources from their wastes. We do this in a safe, cost-effective and innovative manner for cities, governments, campuses, businesses, and industries.

The customer service representative operates on various functional levels within the call center. Handling a high volume of calls is the top priority while handling back-office functions such as billing, field service processing which entails scheduling and completion, collections, bad debt and cash processing.

The customer service representative is responsible for providing professional, effective and efficient customer service for all internal and external by using excellent, in-depth knowledge of company policies and procedures and Delaware and Pennsylvania regulatory commission requirements.

Nature & Scope-Principal Areas of Responsibilities:

• Ensure customer calls/contacts, billing, collections, cashiering, field orders, and other customer service functions, are handled effectively, timely, and efficiently in a knowledgeable and positive manner.
• 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 the CIS
• Assist with routing new development for meter reading and entry into CIS Professionally perform reception and cashiering functions.
• Process customer payments, prepare daily deposits, maintain cash reports
• Prepare billing adjustments Efficiently and accurately prepares, updates, maintains and files a variety of customer billing and collections information, service orders, data, reports, and the like
• Promotes/explains company initiatives, programs, and processes to customers, and obtains appropriate information from customers (ACH, e-billing, conservation, etc.).

#SVNA

Required Skills:

Strong communication (oral and written) and listening skills to understand the customer’s situation and respond effectively by phone, email, in writing, or in person.

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 Supervisor effectively.

Ability to work in a team environment in a cooperative and dependable manner in order to achieve internal customer satisfaction and meet company goals.

Required Experience:

2 years previous call center, front office, bad debt, back office, and/or billing customer service experience required.

Regulated Utility or Municipality customer service experience preferred

Experience using CC&B Customer Billing Information System or similar is preferred

Experience using GIS applications or similar is preferred

Experience using Sensus Analytics applications or similar is preferred

All your information will be kept confidential according to EEO guidelines.

As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.

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.