Technical Customer Advisor
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 position s purpose is to quarterback the customer fulfillment process from the customer order all the way through to billing (even where other roles are playing important parts in the process). In doing so, this position fulfills customer needs, and delivers service, in the least complex and most cost efficient way for ESS.
Primary Duties/
Responsibilities:
- 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.
- Own the communication (both internal and external) for all aspects of customer service.
- Create new Waste Information Profiles (WIPs) and select appropriate approvals codes. When needed, consult with Technical & Regulatory Specialist(s) for support in creation of new, complex WIPs and for decisions on appropriate approval codes (as well as creation of new approvals for Veolia or 3rd party facilities).
- Take customer requests for service and pick ups. 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).
- Provide support for quoting new service code categories for customers. Work with the Contract Control Manager to update customer pricebooks.
- 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.
- Review and manage all ticket errors after Holding Tank conversion. Any ticket errors caused due to pricebook setup (e.g., price does not exist, etc.), work with the Contract Control Manager to correct and update.
- Work with Billing Coordinator on invoicing for customer jobs.
- Manage all other incoming customer requests, reaching out to internal Veolia resources as needed.
- (For Technical Customer Supervisor - supervision of a team of Technical Customer Advisors at the same time as delivering own work) (aka Working Supervisor)
Qualifications
Education / Experience / Background:
- Demonstrable experience in customer service/ fulfillment
- Experience of waste management and disposal
- Preferred degree or equivalent experience in science, mathematics, or business
Knowledge / Skills / Abilities:
- Strong customer relationship/ management skills
- Focus on meeting customers needs, offering the least complex and most efficient (profitable) solution for ESS
- Technical knowledge of waste management and disposal preferred
- High attention to detail
- Highly organized and structured - able to follow a standard process
- Able to work collaboratively across different functions and to secure help from colleagues
- (For Technical Customer Supervisor - ability to manage a team all performing the same TCA role)
- Strong verbal and written skills.
Required Certification / Licenses / Training:
- Veolia training as required.
- High School Diploma.
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.
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