Company Description

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.

Job Description

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 III 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 back office/billing audits high volumes of readings generated by field personnel and bills that have fallen outside specified billing time frames, processes daily orders, miscellaneous items, and ensures all new services are entered into the billing system.

Primary Duties/Responsibilities:

Managing Revenue Integrity and Non-Revenue Water Initiatives

• Review and correct “pending bills” in the billing system to make sure bills are being generated timely.
• Work with the metering department on the zero consumption, vacant properties with consumption and consecutive estimate reports.
• Work bill segment “to do’s” in the billing system.
• Process all back-office work timely and minimize estimating bills due to field work (i.e. meter change outs, radio device change outs).
• Correct switched meters (correct/rebill).
• Upload/download manual meter readings in CCB.
• Key in new fire service into CCB.
• Create/Modify/Review/Update/Adjust Boise City seasonal on/offs.
• Work closely with the Planning and Metering Department to ensure all new properties are receiving bills in a timely manner.
• Work closely with metering on the Strategic Meter initiative to update the billing system in a timely manner.
• Test new rates in the billing system and assist the rates department with monitoring surcharges.

Other Responsibilities

• Comply with all income, regulatory and tariff processes and procedures.
• Assist the Manager(s) of Customer Operations, Manager of Metering and Supervisor of Metering, with ongoing divisional projects for improving the customer experience (i.e. CC&B Upgrades, Web Upgrades, etc).
• 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: 

• 5 years in a customer service center or equivalent Veolia work experience, front office, bad debt or billing customer service experience preferred, preferably in a Regulated Utility.
• Significant technical expertise and experience required as it relates to internal control structure, policies, procedures and compliance.

Knowledge/Skills/Abilities: 

• Demonstrated ability to deal with customers, clients and regulators in a courteous, professional and diplomatic manner.
• Ability to multitask, handling multiple deadlines and projects.
• Strong oral, written, and interpersonal skills.
• 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.
• 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.
• Familiarity with computer applications i.e. Sheets, Google Docs, CC&B, CityWorks, and other Google applications.
• Must be able to work under stressful conditions and must use sound business logic to make quick and concise decisions.
• Knowledge of IPUC Regulations, credit and collection laws.

Additional Information

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.