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Customer Service Representative

Company: Suez-Na
Location: Harrisburg
Posted on: June 6, 2021

Job Description:

Contract typeRegular / PermanentWHO WE ARESUEZ in North America operates across all 50 states and Canada with 6,700 employees dedicated to environmental sustainability and smart and sustainable resource management. The company provides drinking water, wastewater and waste collection service to 6.4 million people on a daily basis; treats over 600 million gallons of water and over 450 million gallons of wastewater each day; delivers water treatment and advanced network solutions to 16,000 industrial and municipal sites; processes 55,000 tons of waste for recycling; and rehabilitates and maintains water assets for more than 4,000 municipal and industrial customers. The company is a subsidiary of Paris-based SUEZ.WHAT YOU WILL BE DOINGExperience and Qualifications2 years previous call center, front office, bad debt, back office, and/or billing customer service experience required; more years experience preferred.Regulated Utility or Municipality customer service experience preferredExperience using CC&B Customer Billing Information System or similar is preferredFine-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 customers 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 customers 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/rolesAttention to detail in order to follow company processes and Commission rules.Integrity ability to maintain confidentiality of customer informationAbility to prioritize and manage multiple competing work priorities successfullyAbility 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 (preferably with Excel)WHO WE ARE LOOKING FORThe customer service representative operates on three (3) functional levels, call center (entry-1), front office/bad debt (mid-level-2), and back office/billing (max-level-3).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 Idaho Public Utilities Commission 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. The front office/bad debt processes monies to the bank, assists all walk in customers, and processes closed accounts and prepares delinquent accounts for off-site collections. 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 entering into the billing system.Essential FunctionsEnsure 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 customer calls, emails, complaints and inquiries pertaining to billing, collections, and other customer service functionsResponsible to achieve customer service metrics and satisfaction levels.Ensure all service orders are complete and entered into the CISAssist with routing new development for meter reading and entry into CISProfessionally perform reception and cashiering functions.Process customer payments, prepare daily deposits, maintain cash reportsPrepare billing adjustmentsEfficiently and accurately prepares, updates, maintains and files a variety of customer billing and collections 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.).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.We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants are encouraged to apply without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.

Keywords: Suez-Na, Harrisburg , Customer Service Representative, Other , Harrisburg, Pennsylvania

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