Customer Care Specialist Seasonal (on site)

Republic Services•Prairie Du Sac, WI

4d•Onsite

About The Position

The Customer Care Specialist is a customer experience subject matter expert who, with general direction and supervisor oversight and in-depth knowledge of company services and processes, processes and resolves complex escalated customer requests in a timely, accurate, and customer-focused manner. This is a seasonal, on-site position in Prairie du Sac, Wisconsin. The role handles customer concerns through calls and emails, collaborates with Business Unit and Customer Resource Center personnel on solutions, records interaction details in company systems, and reviews trends to identify root causes. The specialist also helps refine processes and action plans with Business Unit and Customer Experience teams to resolve escalations and promote Customer Zeal.

Requirements

High school diploma or G.E.D.
At least 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 handling escalated customer service issues.
Experience responding to inbound customer inquiries, upselling, and closing new business opportunities.
Understanding of Republic Services products, services, sales, and procedures.
Proactive problem-solving capabilities and interpersonal skills.

Responsibilities

Resolve complex, escalated customer service concerns with support and oversight from the Customer Care Supervisor.
Respond professionally, empathetically, and courteously to customer concerns to reach timely solutions that meet customer needs and expectations.
Monitor, review, and return internal and external calls and emails; ensure concerns are understood and resolutions are clearly identified.
Collaborate with Business Unit and Customer Resource Center personnel to understand escalated concerns and develop and implement solutions.
Prioritize and record customer support interaction information in company systems, including Salesforce, RISE, the Knowledge Management Tool, Republic Maps, Infopro, and billing systems.
Enter service and route data into company systems for billing and route scheduling when needed.
Conduct root cause analysis and report or address trends, including by reviewing calls and analyzing reporting data.
Develop or refine action plans with Business Unit and Customer Experience teams to maintain effective escalation-resolution processes and promote Customer Zeal.
Meet quality, productivity, and efficiency expectations consistent with continuous quality improvement.
Work independently to overcome customer obstacles and achieve desired outcomes.
Perform other job-related duties as assigned or apparent.