Customer Service Consultant

Republic Services, Inc.-posted about 1 month ago

$23 - $35/Yr

Full-time • Entry Level

Onsite • Gardena, CA

5,001-10,000 employees

Waste Management and Remediation Services

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With an in-depth knowledge of the Company's services and processes, a Customer Service Consultant delivers the highest level of quality service to our customers, acts as a resource for others on the service team, and cross-sells additional services to residential and commercial customers. The Customer Service Consultant receives and responds to escalated residential and commercial customer calls and inquiries, which are typically complex in nature and require research and investigation to reach resolution. While resolving the customers' issues, the Customer Service Consultant identifies additional service needs and uses these opportunities to generate additional revenue by selling additional services. This position is responsible for delivering superior customer service in a prompt, respectful and courteous manner to ensure concerns are resolved.

Identify additional service needs during customer service calls; take advantage of cross-sell opportunities to generate additional revenue and contribute to the Company's growth and profitability goals.
Respond to escalated customer service calls in a timely and accurate manner ensuring that residential customer issues and concerns are treated in a respectful and professional manner.
Effectively respond to escalated issues regarding commercial service changes and contract compliance matters, which may involve outbound calls and other communications to resolve complex issues including service level changes, contractual obligations, billing escalations, service cancellations, price increases, profitability analyses and equipment issues.
Maintain team and site level awareness of quality, productivity and efficiency. Work with supervisor to make improvements as necessary.
Serve as a primary resource for others, facilitating timely and accurate exchange of information among team members and customers.
Return all internal and external calls, emails and faxes in a timely manner to ensure that customers' concerns are understood, addressed and resolved in an efficient and complete manner as possible.
Receive and review individual performance metric reports and action plan with manager to understand individual performance.
May develop, produce and review ad hoc reports that address cross-functional business operations.
Enter service data into computer for billing and scheduling purposes.
Log information about customer service interactions into systems; update in a timely and accurate manner so that associates are able to track service inquiries and resolution.
Perform other job-related duties as required.

High School diploma or GED.
Two years of prior customer service experience in a high volume call center environment.
One year of prior telephone sales experience.

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.
401(k) plan with a generous company match.
Employee Stock Purchase Plan (ESPP).

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