Bilingual Customer Service Representative

About Veolia North America

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 approximately 10,000 employees working at more than 350 locations across the continent. Please visit our website www.veolianorthamerica.com.

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.

Position Purpose:

The Customer Service Representative works in a call center environment. 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 Board of Public Utilities (BPU) requirements. The call center performs primary customer contact, is responsible to take high volume of customer calls, process customer requests to turn on and off water and make payment plans.

Primary Duties/Responsibilities:

• Ensure customer calls/contacts, billing, 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, and other Customer Service functions.
• Responsible to achieve 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.
• Prepare billing adjustments.
• Efficiently and accurately prepares, updates, maintains and files a variety of customer billing 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.).
• Assists employees of a higher classification as assigned.

Education/Experience/Background:

• High School Diploma/GED.

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 MS Office Suite is a plus.

Required Certification/Licenses/Training:

• Must pass entry-level test for typical tasks completed on the job.
• Bilingual, English and Spanish required. Must pass a Spanish proficiency test – spoken and written.

Physical Requirements:

• Work is primarily sedentary and requires exertion of up to 10 pounds of force occasionally.
• Work activities include, but are not limited to, reaching, finger dexterity, talking, hearing, grasping and repetitive motions.
• The position deals largely with interacting with customers by phone, basic accounting and use of a computer terminal.
• Performs other similar or less skilled work as assigned

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.