Customer Care Specialist
About The Position
POSITION SUMMARY: The Customer Care Specialist is a customer experience subject matter expert, and with general direction and supervisor oversight, as well as in-depth knowledge of Company services and processes, is responsible for processing and resolving escalated customer requests that are complex in nature in a timely, accurate, and customer-focused manner. PRINCIPLE RESPONSIBILITIES: Support and oversight from the Customer Care Supervisor, provides resolution of complex escalated customer service concerns. Responding in a professional, empathetic, and courteous manner to escalated customer concerns to reach an expedient solution that meets the customer's needs and expectations. Monitors, reviews, and returns internal/external calls and emails, ensuring that customers' concerns are understood, and the resolution is clearly identified. Creatively collaborates with Business Unit (BU) and Customer Resource Center (CRC) personnel to gain insight for escalated customer concerns to determine and implement innovative solutions. Effectively priorities and records information about customer support interactions by inputting information into Company systems, including but not limited to the Salesforce, RISE, Knowledge Management Tool, Republic Maps, Infopro and billing systems. Additionally, may enter service and route data into the system(s) for billing and route scheduling purposes. Actively perform root cause analysis and report/address any trending patterns, including, but not limited to reviewing phone calls and analyzing reporting data. Develop and/or refine action plan(s) with the BU and Customer Experience to build and maintain effective processes to resolve escalations and promote Customer Zeal. Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement. Works independently to overcome customer obstacles to reach the desired outcome. Performs other job-related duties as assigned or apparent.
Requirements
- Understanding of Republic Services products, services, sales, and procedures.
- Proactive problem-solving capabilities and interpersonal skills.
- High school diploma or G.E.D.
- Minimum of 2 years of experience providing service in a call center or customer service environment, including significant direct customer contact by verbal or written communication.
- Experience with escalated customer service issues.
- Experience responding to inbound customer inquiries, upselling, and closing new business opportunities.
Responsibilities
- Support and oversight from the Customer Care Supervisor, provides resolution of complex escalated customer service concerns.
- Responding in a professional, empathetic, and courteous manner to escalated customer concerns to reach an expedient solution that meets the customer's needs and expectations.
- Monitors, reviews, and returns internal/external calls and emails, ensuring that customers' concerns are understood, and the resolution is clearly identified.
- Creatively collaborates with Business Unit (BU) and Customer Resource Center (CRC) personnel to gain insight for escalated customer concerns to determine and implement innovative solutions.
- Effectively priorities and records information about customer support interactions by inputting information into Company systems, including but not limited to the Salesforce, RISE, Knowledge Management Tool, Republic Maps, Infopro and billing systems. Additionally, may enter service and route data into the system(s) for billing and route scheduling purposes.
- Actively perform root cause analysis and report/address any trending patterns, including, but not limited to reviewing phone calls and analyzing reporting data.
- Develop and/or refine action plan(s) with the BU and Customer Experience to build and maintain effective processes to resolve escalations and promote Customer Zeal.
- Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement.
- Works independently to overcome customer obstacles to reach the desired outcome.
- Performs other job-related duties as assigned or apparent.
Benefits
- Comprehensive medical benefits coverage, dental plans and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability.
- Life insurance and accidental death & dismemberment insurance.
- Employee and Family Assistance Program (EAP).
- Employee discount programs.
- Retirement plan with a generous company match.
- Employee Stock Purchase Plan (ESPP).
- Paid Time Off (PTO)
- Benefits: https://jobs.republicservices.com/us/en/about-us/benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
