Customer Care Representative - Career Advancement Opportunities!!

Casella Waste Systems, Inc.

4d•Remote

About The Position

The Customer Care Representative provides outstanding service to our customers by responding to a high volume of inbound customer calls, inquiries, and requests, which may require research and investigation to resolve. The incumbent actively engages customers to ensure a complete understanding of the issues and provides accurate and efficient responses in a prompt, respectful, and courteous manner. This is a remote role and applicants must live and work in VT, NH, NY, CT, MA, ME, DE, MD, PA, WV & NJ.

Requirements

0-2 years of progressively complex experience in the customer service field (Level I definition).
Demonstrated knowledge and competence in Casella’s business products and services as well as in customer service and client relationship management (Level I definition).
Able to effectively manage call volume and understand proprietary software systems (Level I definition).
Works within team to support Division sales representatives and provide excellent customer support (Level I definition).
Capable of solving increasingly complex problems and offering solutions that engage and retain customer base (Level I definition).
High school diploma or GED
2-4 years of customer service or inside sales experience
Demonstrated ability to work as part of a team in a collaborative environment
Legally eligible to work in the US
Outstanding relationship management skills
Excellent listening communication and problem solving skills
Ability to identify and develop sales opportunities
Demonstrated proficiency with Microsoft Office
Proficient typing skills
Working knowledge of Microsoft Dynamic for CRM or similar software systems and related software

Nice To Haves

An advanced degree
Relevant sale certifications
Prior sales experience
Experience or interest in environmental and/or sustainability field

Responsibilities

Answers or places calls to customers to learn about and/or address their needs, concerns, or other issues with products or services.
Responds efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued.
Engages in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed.
Builds instant rapport with customers and lasting relationships with other call center team members based on trust and reliability.
Utilizes job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers.
Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
Engages with customers to assess needs and makes sales recommendations for products or services that may better suit identified customer needs.
Participates in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.