Customer Service Rep I - Div (Remote)
About The Position
The Customer Service Representative I works under the direct supervision of the Customer Service Supervisor and uses knowledge of the company’s services and processes to provide high-quality service. The role responds to routine residential and commercial customer calls, inquiries, requests, and complaints that are generally to moderately complex and require limited research or investigation. Following established guidelines, the representative works promptly, respectfully, and courteously to understand and resolve customer concerns. The representative completes training on the waste services industry and Republic Services’ processes, services, and policies; handles routine residential and commercial customer issues; and records service, route, and interaction information in company systems. The role also reviews performance metrics with a manager and performs other job-related duties as required.
Requirements
- High school diploma or GED.
Responsibilities
- Complete training to become knowledgeable about the waste services industry and Republic Services’ processes, services, and policies.
- Respond promptly and accurately to routine customer service calls, treating residential customers’ issues and concerns respectfully and professionally.
- Address routine commercial service changes and contract compliance matters, including service-level changes, contractual obligations, billing questions, cancellations, price increases, and equipment issues; make outbound calls or other communications as needed.
- Return internal and external calls, emails, and facsimiles in a timely manner to understand, address, and resolve customer concerns.
- Review individual performance metric reports and develop an action plan with the manager.
- Enter service and route data into the computer for billing and route scheduling.
- Log customer service interactions and update system records promptly and accurately so associates can track inquiries and resolutions.
- Perform other job-related duties as required.
Benefits
- Comprehensive medical benefits coverage
- Dental plans
- Vision coverage
- Health care and dependent care spending accounts
- Short- and long-term disability
- Life insurance and accidental death and dismemberment insurance
- Employee and Family Assistance Program (EAP)
- Employee discount programs
- 401(k) plan with a company match
- Employee Stock Purchase Plan (ESPP)
- Paid Time Off (PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
