Customer Service Representative

Modern Disposal Services•Buffalo, NY

43d

About The Position

The Customer Experience Representative works under the direct supervision of the Customer Service Manager to deliver the highest level of quality service to our customers. Customer Service Representative receives and processes customer inquiries and problems via phone or several virtual channels. Records account activity; solves customer concerns and coordinates selling efforts with sales team members. Working in established guidelines, this position is responsible for delivering superior customer service in a prompt, respectful and courteous manner to ensure concerns are resolved. The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Requirements

High School Diploma or GED (accredited)
2 - 3 years of Customer Service experience, call center environment preferred.
Basic use of the MS Office (Word, Excel and Outlook).
Strong keyboarding skills.
Professional email communication skills.
Excellent verbal, written and analytical skills.
Good time management skills to prioritize and plan work activities.
Positive and engaged attitude.
Identifies and resolves problems in a timely manner.
Reacts well under pressure and treat others with respect.
Work efficiently and effectively, both independently and as a team to ensure call standards.
Balances team and individual responsibilities and helps build a positive team atmosphere.
Adapts and able to deal with frequent changes in the work environment.

Responsibilities

Successfully complete training to become knowledgeable about the waste services industry and Modern's services and policies.
Respond in a timely and accurate manner to residential and commercial customer service calls, ensuring that service issues and concerns are treated in a respectful and professional manner.
Effectively respond to routine issues regarding service matters, which may involve outbound calls and other communications to resolve service inquiries and equipment issues.
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.
Receive and review individual performance metric reports and action plans with manager to understand individual performance.
Enter service data into computer.
Log information about customer service interactions into systems; updates information in a timely and accurate manner in order for associates to track service inquiries and resolution.
Perform other job-related duties as assigned or apparent.