Customer Service Representative

Veolia North America, LLC; Hummelstown (Dauphin County); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Benefits package including health, and

Tuition reimbursement

Paid time off

Job summary

Veolia North America, LLC is seeking a Customer Service Representative to join its call center team. The role focuses on handling a high volume of calls and back-office tasks including billing, collections, and cash processing, while ensuring accuracy and adherence to company policies and PA regulations.

The ideal candidate will have strong communication, multitasking and problem-solving skills, and experience in billing systems such as CC&B.

Qualifications

• High School Diploma or GED required.
• Associate degree or equivalent from a two-year college or technical school preferred.
• 2 years of prior call center, front office, back office, billing or related customer service experience required.
• Regulated Utility or Municipality customer service experience preferred.
• Experience using CC&B Customer Billing Information System or similar is preferred.

Responsibilities

• Handle a high volume of calls and back-office tasks with professionalism and efficiency.
• Investigate and resolve customer calls, emails, complaints and inquiries related to billing and collections.
• Meet or exceed customer service metrics and satisfaction targets.
• Ensure all service orders are accurately entered into the CIS system.
• Assist with routing new development for meter reading and CIS data entry.
• Process customer payments, prepare daily deposits, and maintain cash reports.
• Prepare billing adjustments and maintain related records.

Skills

Customer service

Communication

Interpersonal skills

Active listening

Google Suite

Multitasking

Education

High School Diploma

Associate degree preferred

Tools

CC&B system

Job description

Company Description

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.

Job Description

Position Purpose

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 customers by using excellent, in-depth knowledge of company policies and procedures and PA regulatory commission requirements.

Primary Duties/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.
• 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.).

Qualifications

Education/Experience/Background

• High School Diploma/GED is required.
• Associate's degree or equivalent from a two-year college or technical school preferred.
• 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.

Knowledge/Skills/Abilities

• Excellent customer service skills with the ability to handle irate customer interactions as needed.
• Excellent verbal and written communication skills.
• Strong interpersonal and people skills.
• Active listening abilities.
• Proficiency in Google Suite or similar products.
• Ability to work on multiple tasks simultaneously and adapt to changing priorities in a fast-paced environment.
• Strong attention to detail.
• Good organization and problem-solving skills.
• Ability to work effectively in a team environment and with other departments.

Additional Information

Benefits:Our employees are covered by comprehensive benefits packages including paid time off policies; health, dental, vision, and life insurance; retirement plans, savings accounts; tuition reimbursement; paid volunteering and more.

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.

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