Customer Service Specialist II

Republic Services•Anaheim, CA

5d•$22 - $30

About The Position

With a general knowledge of the Company’s services and processes, the Customer Service Specialist works under the general supervision of the Customer Service Supervisor to deliver high-quality service to customers. The role handles routine residential and commercial customer service calls, new residential sales, inquiries, requests, and complaints. These matters are typically general to moderately complex and require limited research and investigation to resolve. The position delivers prompt, respectful, and courteous customer service to ensure concerns are addressed.

Requirements

High school diploma or GED.
Six months of prior customer service experience in a high-volume call center environment.

Responsibilities

Respond promptly and accurately to routine customer service calls, treating residential and commercial service issues and concerns respectfully and professionally.
Address routine residential and commercial service matters, including contractual obligations, billing questions, service cancellations, price increases, and equipment issues; make outbound calls and use other communications as needed to resolve simple to moderately complex issues.
Return internal and external calls, emails, and faxes promptly so customer concerns are understood, addressed, and resolved efficiently and completely.
Review individual performance metric reports and develop an action plan with the manager to understand individual performance.
Enter service data into the computer for billing and scheduling purposes.
Log customer service interaction information in systems and update it promptly and accurately so associates can track inquiries and resolutions.
Perform other job-related duties as required.