Technical Customer Advisor - job 1 of 4

A Technical Customer Advisor at Veolia North America is responsible for managing the customer service cycle, which includes engaging with customers, handling technical support, creating Waste Information Profiles, and ensuring compliance with regulations such as RCRA and DOT. This role involves coordinating with various internal teams to provide effective solutions, analyzing customer issues, and overseeing post-shipment processes, all aimed at delivering a seamless customer experience.

To be considered for the Technical Customer Advisor role at Veolia North America, candidates should ideally have experience in customer service and waste management. A high school diploma is required, though a preferred degree in science, mathematics, or business can be an asset. Candidates should also demonstrate strong customer relationship skills, high attention to detail, and the ability to work collaboratively across various functions.

Successful Technical Customer Advisors at Veolia North America possess strong customer relationship management skills, a focus on meeting customer needs, and the capability to offer efficient solutions. Technical knowledge of waste management and disposal is preferred, along with strong verbal and written communication skills. Additionally, high organizational abilities and meticulous attention to detail are critical to effectively navigate the responsibilities of this role.

Veolia North America is committed to the growth and professional development of its employees, including Technical Customer Advisors. The company offers relevant training programs to enhance technical knowledge in waste management, customer service excellence, and compliance with regulations. Continuous learning opportunities and access to resources ensure employees are well-equipped to succeed in their roles and advance their careers.

The work environment for a Technical Customer Advisor at Veolia North America is dynamic and collaborative. Advisors work closely with various internal teams to address customer needs and resolve technical issues effectively. The company fosters a culture of teamwork, innovation, and shared success, ensuring that all employees feel supported and valued while contributing to the organization's objectives.

In answering this question, emphasize specific experiences where you've positively impacted customer satisfaction, including how you helped resolve issues or improved service delivery. Discuss the skills you've gained in your previous roles, such as communication, problem-solving, and relationship management, which will be crucial for a Technical Customer Advisor at Veolia North America.

When faced with a dissatisfied customer, it's essential to remain calm and listen carefully to their concerns. Acknowledge their feelings, express empathy, and assure them that you will work to resolve their issue promptly. Discuss a specific instance where you've turned a negative experience into a positive outcome, demonstrating your problem-solving skills and customer-focused approach.

Show that you are knowledgeable about RCRA (Resource Conservation and Recovery Act) and DOT (Department of Transportation) regulations by explaining their significance in waste management. Discuss your understanding of compliance, storage requirements, and transportation protocols, and express your commitment to adhering to these standards as a Technical Customer Advisor at Veolia North America.

In your response, share strategies such as thorough documentation, regular audits of procedures, and close communication with regulatory bodies. Emphasize the importance of staying updated on regulations and leveraging a team approach to navigate compliance efficiently.

Discuss your approach to time management and organization, such as utilizing task lists or software tools to manage requests effectively. Share an example of a time when you successfully prioritized tasks and exceeded customer expectations, highlighting your ability to multi-task without sacrificing quality of service.

Provide an example of a cross-functional project where your collaboration led to a successful outcome. Focus on your communication style, any difficulties you faced, and how you overcame them to enhance teamwork, showcasing your ability to build connections as a Technical Customer Advisor.

Explain tools and metrics you use to analyze customer service efficiency, like tracking response times, customer feedback, and resolution rates. Share an example where your analysis led to improvements in processes, highlighting your proactive approach to enhancing customer satisfaction.

Indicate the tools and techniques you would use for communication, such as regular updates via email, meetings, and clear documentation. Emphasize your listening skills and adaptability, ensuring you can tailor your communication to different audiences effectively as a Technical Customer Advisor.

Candidates should demonstrate foresight by identifying potential challenges such as handling complex customer inquiries or staying updated with regulations. Address how you plan to overcome these challenges through continued education, seeking mentorship, or utilizing the company's resources to foster a culture of learning and adaptability.

In your answer, connect your personal values with Veolia's mission in environmental management. Discuss your admiration for their achievements, potential for professional growth within the company, and how your skills align with the goals of a Technical Customer Advisor.