Customer Care Specialist

Metro Waste Authority•Grimes, IA

2d•Onsite

About The Position

Position Summary The Customer Care Specialist will provide exceptional internal and external customer care at Metro Park East Landfill and other Metro Waste Authority facilities. This position is responsible for answering phones, greet, and direct customers for proper disposal of material and is also responsible for opening and closing the scale house and performing transactions for customers according to procedure. Essential Duties and Responsibilities The essential functions include, but are not limited to the following: Provides excellent customer care in a tactful and effective manner while projecting a courteous, patient, helpful, and positive attitude at Metro Park East and other Metro Waste Authority facilities based on agency needs. In addition to in-person interactions, it also supports positive interactions via phone and web-based interactions. Completes customer transactions at point of sale, via cash/check/charge. Accurately documents accounts and completes reports. Maintains extensive knowledge of agency programs and services to provide information, assist in troubleshooting and resolving issues. Understands computers and software used to support customer transactions and relationship management. Monitors site for safety or traffic flow issues, communicates with site foreman and department heads to support a positive customer experience. Provides back-up coverage for similar functions at other Metro Waste Authority facilities as needed. Maintains scale equipment indoors with occasional outdoor work as needed for troubleshooting or maintenance. Environmental Stewardship – Demonstrates an understanding of Metro Waste Authority’s Environmental Management System (EMS). Guided by the EMS processes and procedures, we focus on six main areas aimed at increasing diversion and/or protecting the environment. These include: Recycling Household Hazardous Waste Collection Organics Management Water Quality Improvement Greenhouse Gas Reduction Environmental Education MWA Values - Demonstrates an understanding of Metro Waste Authority’s values and applies them to the position, and assigned responsibilities, as well as to all interactions with customers and co-workers. Leadership – Set the example because everyone is a leader! Integrity – Always do what is right! Positivity – Bring our best to every task, every day and bring out the best in your colleagues! Teamwork – Collaborate because we know that together we will address opportunities and challenges! Innovation – Forge a new path and evolve! Competencies Accepting Direction - Accepts and follows directions from others; respects authority; complies with requests; does what they are asked to do Acting Decisively - Moves quickly to make decisions and commit to a clear course of action; comfortable making decisions based on partial information; willing to take risks in order to maintain momentum; shows a strong bias toward action Adapting to Others - Changes his/her interpersonal style and approach based on the circumstance; modifies his/her approach based on cues from others; makes an effort to treat people in a way that makes them feel comfortable and respected Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener Demonstrating Initiative - Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked Displaying Confidence and Composure - Remains calm under pressure; expresses confidences in ability to succeed; keeps an optimistic attitude even when things are not going well Managing Stress - Uses healthy and effective methods to manage stress (e.g., maintaining appropriate diet, exercise, and sleep schedules); reacts effectively when faced with high-pressure situations Meeting Basic Work Expectations - Complies with basic job requirements and tasks; arrives at work on time as scheduled; proactively informs others when he/she encounters problems that may limit his/her ability to meet expectations

Requirements

High school diploma or equivalent
3 years of general office experience, customer care and computer proficiency.
Ability to work flexible day-time schedules, starting as early as 6:00 AM and ended as late as 5:00 PM, including Saturdays.
Competencies in Microsoft Office (including Word, Excel, and Outlook) and ability to learn position-specific software systems.
Fluency in English with ability to hear and speak clearly and loudly.
Valid driver’s license

Nice To Haves

Experience with point of sale or customer relationship management software preferred.

Responsibilities

Provides excellent customer care in a tactful and effective manner while projecting a courteous, patient, helpful, and positive attitude at Metro Park East and other Metro Waste Authority facilities based on agency needs. In addition to in-person interactions, it also supports positive interactions via phone and web-based interactions.
Completes customer transactions at point of sale, via cash/check/charge. Accurately documents accounts and completes reports.
Maintains extensive knowledge of agency programs and services to provide information, assist in troubleshooting and resolving issues.
Understands computers and software used to support customer transactions and relationship management.
Monitors site for safety or traffic flow issues, communicates with site foreman and department heads to support a positive customer experience.
Provides back-up coverage for similar functions at other Metro Waste Authority facilities as needed.
Maintains scale equipment indoors with occasional outdoor work as needed for troubleshooting or maintenance.

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