Customer Service Specialist II-2

Republic Services•Santa Fe Spgs, CA

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 provide high-quality service to customers. The role handles routine residential and commercial customer service calls, new residential sales, inquiries, requests, and complaints. Matters are typically general to moderately complex and require limited research and investigation to resolve. The position is responsible for addressing concerns promptly, respectfully, and courteously. The role responds to service issues and questions, communicates with customers through calls, email, and fax, enters and maintains service data in company systems, and reviews individual performance metrics with a manager. Other job-related duties may be assigned as required.

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 respectfully and professionally.
Address residential and commercial service matters, including contractual obligations, billing questions, service cancellations, price increases, and equipment issues; make outbound calls or use other communications as needed to resolve issues.
Return internal and external calls, emails, and faxes promptly, working to understand, address, and resolve customer concerns efficiently and completely.
Review individual performance metric reports and develop an action plan with a manager.
Enter service data into the computer for billing and scheduling purposes.
Log customer service interactions and update system records accurately and promptly so associates can track inquiries and resolutions.
Perform other job-related duties as required.