Customer Service Representative

The Planet Group; Boise (ID); On-site; USD 32,000 - 42,000; Full time

Job summary

The Planet Group in Boise, Idaho is seeking a Customer Service Associate to handle billing, inquiries, and routine service tasks in a fast-paced utility-focused environment.

You will resolve calls and emails, support billing and collections, and work with CC&B systems to ensure data accuracy while delivering courteous, professional service to customers, regulators, and internal teams. Strong communication and organizational skills are essential.

Qualifications

• 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

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 to achieve customer service metrics and satisfaction levels
• Ensure all service orders are complete and entered into CC&B
• Promotes/explains company initiatives, programs, and processes to customers, and obtains appropriate information from customers (ACH, ebilling, conservation, etc.).
• Assist with routing new development for meter reading and entry into CC&B
• As requested, participate in other initiatives such as, but not limited to, CC&B Upgrades, Web Upgrades, or other special projects at the direction of the Customer Service Supervisor, Manager or Director.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Multitasking

Digital literacy

Job description

The day-to-day operations include, but are not limited to the following:

• 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 to achieve customer service metrics and satisfaction levels
• Ensure all service orders are complete and entered into CC&B
• Promotes/explains company initiatives, programs, and processes to customers, and obtains appropriate information from customers (ACH, ebilling, conservation, etc.).
• Assist with routing new development for meter reading and entry into CC&B

Other Responsibilities:

As requested, participate in other initiatives such as, but not limited to, CC&B Upgrades, Web Upgrades, or other special projects at the direction of the Customer Service Supervisor, Manager or Director.

Additional Job Description:

Qualifications: 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

Knowledge /Skills /Abilities:

• 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 by phone, email, in writing, or in person, in a helpful and professional manner.
• 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 in order 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.