Technical Customer Advisor - job 2 of 4

As a Technical Customer Advisor at Veolia North America, your primary responsibilities include acting as the main contact for customers in your designated territory, managing the end-to-end customer service cycle, and ensuring efficient communication across departments. You will create Waste Information Profiles, coordinate service requests, and facilitate invoicing processes to enhance overall customer satisfaction. Collaboration with different teams is key to resolving issues and optimizing service delivery.

To thrive as a Technical Customer Advisor at Veolia North America, candidates should possess demonstrable experience in customer service, especially in the waste management sector. A preferred degree or equivalent experience in fields like science, mathematics, or business is beneficial, alongside strong organizational skills and the ability to manage customer relationships effectively.

Veolia North America provides comprehensive training for Technical Customer Advisors, covering the necessary technical knowledge of waste management and disposal processes. Additionally, employees benefit from a collaborative work environment, where you can easily reach out to specialists and other departments to ensure customer needs are met effectively and efficiently.

Working as a Technical Customer Advisor at Veolia North America involves being part of a supportive and dynamic team dedicated to providing exceptional customer experiences. The role requires strong communication skills and the ability to work collaboratively with colleagues across various functions. The work environment is structured yet flexible, highlighting a culture of commitment to service excellence.

Technical Customer Advisors at Veolia North America enjoy a range of benefits, including a competitive salary, health, dental, and vision insurance, as well as paid time off policies. Employees are also eligible to participate in an employer-sponsored 401(k) plan, supporting your retirement savings. The company promotes a culture of inclusion and equal opportunity employment.

In responding to a difficult customer complaint, it's essential to listen actively and show empathy, ensuring the customer feels heard. You should clarify their concerns, outline the steps you'll take to address the issue, and follow through with timely updates, demonstrating your commitment to resolving the situation. Providing a structured and calm response can convert a negative experience into a positive outcome.

In discussing my experience with waste management, I would highlight any previous roles that required understanding regulatory compliance, customer service, or operational tasks within the waste industry. It's crucial to explain how this background equips me to effectively assist customers at Veolia North America, providing them with expert information and solutions tailored to their needs.

To prioritize customer orders and requests effectively, I would assess factors such as urgency, customer impact, and potential for resolving issues quickly. Utilizing a tiered task management system can help in organizing requests based on these criteria, ensuring that critical needs are met while still adhering to service standards.

To ensure accuracy in creating Waste Information Profiles, I would follow a detailed checklist that confirms each required piece of information is collected. Collaborating with colleagues like Technical & Regulatory Specialists when necessary helps clarify complex cases. Maintaining high attention to detail throughout the process is essential for preventing errors.

I would share a specific example where I identified an inefficiency in handling customer inquiries that led to delays. By mapping out the flow of information and suggesting streamlined communication methods, we were able to reduce response times significantly and enhance overall customer satisfaction, which directly aligns with the service goals at Veolia North America.

I am proficient in various customer relationship management (CRM) systems, ticketing software, and Microsoft Office products. These tools help in tracking customer interactions, managing service requests, and maintaining organized records, all of which are vital for a Technical Customer Advisor at Veolia North America.

When faced with conflicting priorities, I believe in assessing the impact of each task on customer satisfaction. I communicate with stakeholders to set realistic expectations and possibly negotiate timelines. Employing effective time management and delegating tasks where appropriate can also ensure efficient handling of multiple responsibilities.

My motivation to deliver high-quality customer service stems from my desire to foster positive relationships and make a difference in people's experiences. Ensuring that customers feel valued and understood is rewarding for me, and contributing to a reputable organization like Veolia North America amplifies that impact.

To stay organized in a fast-paced environment, I rely on digital tools such as task management applications and scheduling software. Additionally, I prioritize daily or weekly planning sessions to outline my goals and deadlines, which helps me track my progress and adapt quickly when challenges arise.

My communication style is open and collaborative, focusing on transparency and active listening. I make it a point to keep team members informed about customer requests and challenges while fostering an environment where feedback is encouraged. This approach builds trust and enhances teamwork, crucial elements for success at Veolia North America.