Digital Customer Care Representative - Career Advancement Opportunities!!
About The Position
The Digital Customer Care Representative plays a vital role in delivering exceptional customer service through a variety of digital channels. This position handles digital inquiries related to quoting new services, billing and payments, service schedules, service quality, and general questions. Successful candidates will gain valuable insight into the waste and recycling industry and begin an exciting career journey with Casella, where growth opportunities are abundant.Hiring Range: $19.00-$20.00 per hour, plus incentive pay and ample opportunities for advancement with our career paths program.
Requirements
- The ideal candidate will have a high school diploma or GED and typically 2 to 4 years of experience in a business or office setting.
- Excellent relationship management, listening, and problem-solving skills, along with strong oral and written communication abilities are required.
- A customer-focused mindset and proficiency in Microsoft Office are essential, as is the ability to work collaboratively in a team environment.
- Candidates should be comfortable handling basic issues independently and referring more complex matters to senior staff.
- A working knowledge of the subject matter is expected, and the position operates under direct supervision, reporting to a supervisor or manager.
Responsibilities
- Responds to customer inquiries via email, text chat and digital media regarding waste and recycling services.
- Researches and resolves questions or complaints, referring to internal or external experts when necessary.
- Provides clear, accurate information about service offerings, container sizes, pickup schedules, and recycling guidelines.
- Ensures all responses follow approved company guidelines and maintains a polished, positive, conversational, customer friendly and compassionate tone.
- Engages with customers across digital channels—including email, live chat, and digital media—using integrated support tools to deliver prompt, personalized assistance.
- Uses digital dashboards and CRM systems to log interactions, monitor service issues, and proactively identify opportunities to enhance customer satisfaction.
- Maintains detailed records of customer interactions, identifies trends, and suggests improvements to products or services.
- Refers unresolved or complex issues, including potential sales opportunities, to appropriate internal departments.
Benefits
- Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
