Customer Service Representative

Veolia; Hummelstown (Dauphin County); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental insurance

Vision insurance

Life insurance

Retirement plans

Savings accounts

Tuition reimbursement

Volunteer time off

Job summary

Veolia in North America is seeking a Customer Service Representative to support call center operations, billing, collections and field service processing. You will deliver professional, accurate service to internal and external customers in accordance with company policies and PA regulatory requirements.

You will handle high volumes of calls, resolve inquiries, process payments, and assist with routing development for meter reading, while maintaining data in CIS and upholding customer service

Qualifications

• High School Diploma/GED is required.
• Associate’s degree or equivalent from a two-year college or technical school preferred.
• Regulated Utility or Municipality customer service experience preferred.
• 2 years previous call center, front office, bad debt, back office, and/or billing customer service experience required.

Responsibilities

• Handle a high volume of calls and back‑office functions (billing, collections, cashiering, field orders).
• Investigate and resolve customer inquiries pertaining to billing and service functions.
• Assist with routing development for meter reading and CIS data entry.
• Process customer payments and prepare daily deposits; maintain cash reports.
• Prepare billing adjustments and maintain customer billing and collections information.
• Promote company programs and obtain customer information (ACH, ebilling, etc.).

Skills

Customer service

Communication

Teamwork

Multitasking

Google Suite

Education

High School Diploma/GED

Associate’s degree or equivalent

Tools

CC&B Customer Billing Information 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, ebilling, 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.
• Regulated Utility or Municipality customer service experience preferred.
• Experience using CC&B Customer Billing Information System or similar is preferred.
• 2 years previous call center, front office, bad debt, back office, and/or billing customer service experience required.

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.