Customer Service Representative
Veolia North America

Job Info

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Company Description

Veolia Group aims to be the benchmark company for ecological transformation. With nearly 220,000 employees worldwide, the Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources and replenish them. In 2021, the Veolia group provided 79 million inhabitants with drinking water and 61 million with sanitation, produced nearly 48 million megawatt hours and recovered 48 million tons of waste. Veolia Environnement (Paris Euronext: VIE) achieved consolidated revenue of 28,508 billion euros in 2021. www.veolia.com

Job Description

The position's purpose is to \'quarterback\' the customer fulfillment process from the custom order all the way through to billing (even where other roles play important parts in the process). In doing so, this position

PRIMARY DUTIES/RESPONSIBILITIES:

1. Be the primary point of contact for customers within assigned branch territories and provide an excellent customer experience by \'quarterbacking\' all aspects of the customer service cycle.

2. Own the communication (both internal and external) for all aspects of customer service. Communication is not just part of customer service; it is the most important part of customer service.

3. Create new Waste Information Profiles (WIPs) and select appropriate approvals codes.

• 3a) When needed, consult with a Technical & Regulatory Specialist (TRS) for support in the creation of new, complex WIPs and for decisions on appropriate approval codes (as well as the creation of new approvals for Veolia or 3rd party facilities

4. Take customer orders for service requests. Manage the creation of Jobs and Tickets. Work with the customer to obtain all required information to create accurate and detailed Jobs/Tickets. (This will help reduce ticket errors after the job).

5. If the customer request has new waste streams that do not fall under an existing pricing category:

• (a) for \'lower value\' accounts, quote the customer the branch standard rate,
• (b) for \'higher value\' or \'strategic accounts\' coordinate with the Account Manager to quote the customer. Once a new rate has been agreed upon by the customer, work with the Contract Control Manager to update the account price book.

6. After the detailed Job/Ticket has been created, coordinate the pickup requests with the scheduler. Once a date has been confirmed, communicate the scheduled date to the customer.

7. Review and manage all ticket errors after Holding Tank conversion (HT conversion will be managed by Operations). Any ticket errors caused due to price book setup (e.g., price does not exist, etc.), work with the Contract Control Manager to correct and update.

8. Work with the Billing Coordinator on invoicing for customer jobs.

9. Manage all other incoming customer requests, reaching out to internal Veolia resources as needed.

10. (For Customer Technical Supervisor - supervision of a team of Customer Technical Advisors at the same time as delivering own work

Qualifications

Education/Experience/Background:

• Demonstrable experience in customer service/fulfillment
• Experience in waste management and disposal

Knowledge/Skills/Abilities:

• Fantastic customer relationship/management skills
• Focus on meeting customers' needs, but offering the best solution for ESS (least complex, most efficient/profitable)
• Sufficient technical knowledge of waste management and disposal
• Ownership mentality
• Great attention to detail
• Very organized and efficient
• Able to work collaboratively across different functions and to secure help from colleagues
• (For Customer Technical Supervisor-ability to manage a team all performing the same billing role)

Required Certification/Licenses/Training

• N/A

Additional Information

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. 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 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. 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.

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.

 

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