Job Description

Position Purpose:

The Customer Service Representative I 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 Idaho Public Utilities Commission requirements. The customer service center performs a variety of customer facing duties, is responsible to take a high volume of customer calls, respond to emails and website portal requests, process customer requests to turn on and off water and make payment plans.

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 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.

Qualifications

Education/Experience/Background:

• High School Diploma/GED is required.
• 1-3 years of experience in a customer service center or equivalent Veolia work experience, preferably in a Regulated Utility.

Knowledge/Skills/Abilities:

• Demonstrated ability to deal with customers, clients and regulators in a courteous, professional and diplomatic manner.
• 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.
• Proficiency with Google Products.

Additional Information

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

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.