Customer Service Representative Lead at Veolia Environnement SA

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.

Position Purpose: 

The Lead CSR coordinates the work of assigned CSR’s. Provides daily direction and communication to CSR’s to 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. Provides insight to CSR’s for resolution of difficult customer service issues. Receives, investigates and resolves escalated customer calls, complaints and inquiries pertaining to billing, collections, and other customer service functions that are beyond the scope of the CSR. Runs, reviews, and monitors various daily/monthly system generated reports to ensure activities and operations are in line with expectations. Monitors daily progress and ensures completion of all “to-do’s” within the CIS system. Monitor daily meter reading, billing, and associated workflows to ensure compliance with established schedules and deadlines. Performs all rate adjustment tests and confirms accuracy. Assists the Customer Service Leadership Team in conducting and implementing continuous process improvement of processes and procedures.  Responsible for achieving customer service metrics and satisfaction levels. As required, performs all duties of a CSR, and participates in training of new CSR’s. Performs all tasks in a safe and efficient manner and in compliance with all rules, laws, policies, and guidelines.

Primary Duties/Responsibilities: 

• Coordinates the work of assigned Customer Service Representative (CSR’s). 
• Provides daily direction and communication to CSR’s to 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 escalated customer calls, complaints and inquiries pertaining to billing, collections, and other customer service functions that are beyond the scope of the CSR.
• As required, performs all duties of a CSR, and participates in training of new CSR’s. 
• Performs all tasks in a safe and efficient manner and in compliance with all rules, laws, policies, and guidelines.

Education/Experience/Background: 

• High School Diploma/GED is required.
• Additional coursework in Business, Accounting, Finance or an associated field is preferred.
• Minimum of 5 years of business experience in office customer service and call center environment and/or back-office billing.
• Experience with utility billing software systems (Oracle CC&B preferred).
• Experience with utility meter reading software systems is desired.
• Experience in coaching and/or team leader functions preferred.

Knowledge/Skills/Abilities: 

• Familiarity with and adherence to all applicable environmental and safety compliance regulations.
• Advanced knowledge of Customer Information Systems (CIS) software applications (Oracle CC&B preferred).  Proficient knowledge in use of Microsoft Office Suite.
• Good working knowledge of handling and processing cash transactions, basic accounting practices and techniques, and accounts receivable processes with a customer service and billing focus.
• Excellent interpersonal skills with strong telephone, written, and verbal communications skills.  Demonstrated ability to de-escalate and resolve difficult customer interactions.
• Excellent listening skills for problem analysis, troubleshooting and resolution.
• Strong organizational skills with the ability to handle multiple tasks and competing priorities.
• Must be able to demonstrate professionalism and courtesy at all times, efficiently manage internal and external customers, clients, and maintain a high level of confidentiality.

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. 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.