Company Description
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.
Job Description

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
• Ability to manage a team all performing the same TCA role
• Strong verbal and written skills.

POSITION PURPOSE:

The position’s purpose is to lead the TCA team and own and direct the customer fulfillment process from the customer order through billing. In doing so, this position fulfills customer needs, supports the TCA team and delivers service, minimizing complex issues and creating the most cost efficient way for ESS.

PRIMARY DUTIES /RESPONSIBILITIES:

• Supervise a team of Technical Customer Advisors ensuring process efficiency and managing overall performance and accountability of the team.
• Be the primary point of contact for customers within assigned branch territories and provide an excellent customer experience by owning 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, collaborate with the 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.
• Additional duties requested by management.
  Qualifications