Job Description

POSITION PURPOSE

Under general direction of Supervisor, shall perform customer and field activities related to phone calls, billing, adjustments, collection and/or shut off of customer accounts. Act as liaison between departments and customers as needed. Handle various other tasks as assigned by management.

PRIMARY DUTIES / RESPONSIBILITIES

• Handles and completes customer inquiries concerning billing, meter reading/changes, AMI or other related reading equipment, collections, payments and payment processing, applications for service lines, and advises customers of tariff rate changes and any fees associated with billing or adjustments, etc. 
• Receives payments for water bills from customers, balances cash drawers, and prepares bank deposits, and transmittals daily. 
• Opens, routes and processes incoming mail. 
• Processes amended and final bills and related matters. 
• Processes and maintains meter related and customer account records, including, but not limited to, field orders, to do's, Hi Lows, zero consumption, consecutive estimate reports. 
• Handles customer and field personnel calls and requests and completes such calls and requests or relays information as necessary to ensure timely resolution. 
• Operates usual office machines and related customer service software/programs etc. 
• Greet and receive visitors at the building and direct them accordingly 
• Operates telephone switchboard, handles incoming and outgoing calls and relays information as necessary. 
• Performs all other customer service related miscellaneous work as assigned by management including CS inbox responses, Suez website responses, faxes. 
• Performs similar, related or lesser duties when assigned.

Qualifications

EDUCATION / EXPERIENCE / BACKGROUND

• High School diploma or GED
• Some experience in a related position and environment preferred.

KNOWLEDGE / SKILLS / ABILITIES

• Fine-tuned organizational, interpersonal, and problem solving skills to create positive interactions with customers to include:
• 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, smart phone devices and software to communicate and perform and record work.
• Proficiency with Google Suite is a plus.

Additional Information

A subsidiary of Veolia group, Veolia North America (VNA) 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. VNA helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Mass., Veolia North America has more than 10,000 employees working at more than 350 locations across the continent. www.veolianorthamerica.com.

Hourly Pay Minimum $23 to Maximum $27.

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.   

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.

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.