Customer Service Representatives receive and respond to calls from residential customers, (*Specific to RAG & WTG - corporate and national commercial customers and brokers. *Specific to Municipal Contracts - Municipalities, townships) serving as the first point of contact for customers to resolve customer issues. This role works with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations.Responsibilities of Position:
- Answer phones promptly and courteously utilizing company procedures.
- Receive and respond professionally and courteously to all customer inquiries.
- Inquiries may be received via telephone, email, social media, fax or personal contact regarding service level changes, customer inquiries, billing, payments, new customer sign-up, cancellations, etc.
- Identify customer's reason for cancelling service and attempt to retain customers.
- Provide information regarding service options, charges, billing, and contract parameters and solutions for customer inquiries.
- Ensure customer concerns are understood and clearly explain resolution to the customer. Process customer payments and assists customers with RumpkePay *once fully trained after 6 months.
- Work in conjunction with other departments to resolve customer issues.
- Log and record information on customer accounts.
- Create work orders/interactions, as required.
- Resolve customer account issues and adjust accounts accordingly with verification from management, when required.
- Process online data entry for residential and/or commercial accounts (*Specific to RAG & WTG - Process data entry corporate and national accounts).
- Manage and monitor city billing/invoicing, including maintaining sticker inventory used within contracted areas. *Specific to Municipal Contracts (renewals/bids/price increase/tonnage) . Build and maintain relationships with key contacts (Officials) within Municipal & Public Sector Government *Specific to Municipal Contracts.
- Other duties as assigned.
Skills & Abilities Needed for Position:
- Excellent verbal & written communication skills.
- Computer proficiency in Windows and Microsoft Office applications: Excel, Word, PowerPoint, Outlook, etc.
- Consistently presents and maintains a professional appearance and demeanor.
- Ability to handle a heavy call volume in a professional and efficient manner.
- Must be organized and detail oriented with the ability to multi-task.
- Proven analytical/problem solving skills for the customer and the company.
- Excellent customer service and data entry skills.
- Efficient and effective work habits to work both independently and as a team, meeting and exceeding call center standards.
- Ability to identify the root cause of issues, make decisions, and provide solutions .
- Ability to react well under pressure and treat others with respect.
- Performs tasks in a safe manner in compliance with all local, state, and federal regulations and company policies.
Additional Working Conditions/Aspects:
- Ability to work overtime, weekends, and/or holidays.
- Legally eligible to work in the United States.
- Valid driver's license (if applicable).
- Must successfully complete pre-employment testing.
- Must be able to read and speak the English language.
This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company. Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke's policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status or disability status. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)