Franchise Market Specialist

UBLIC WASTE SERVICES OF TEXAS, LTD. • San Angelo, TX

24d

About The Position

Under general direction from the Customer Resource Supervisor and with in-depth knowledge of the Company’s services and processes, the Customer Resource Consultant works within a Customer Resource Center (CRC) in support of our Franchise markets to research and resolve complex customer issues, deliver superior customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved, and assist potential customers interested in initiating service with Republic Services.

Requirements

• High school diploma or GED.
• Minimum of 2 years of experience in a customer service or higher volume sales environment.
• Experience working in a team environment.
• Consistent rating of meets expectation for Republic Services Customer Resource Center quality, productivity, and adherence measures.

Nice To Haves

• Experience responding to inbound sales inquiries, upselling and closing new business opportunities.
• Waste or service industry experience.
• Experience using bilingual skills, particularly Spanish, in a business environment.

Responsibilities

• Provides a third tier of customer support, responding to escalated customer service calls in a timely and accurate manner with a high level of empathy, professionalism and respect.
• Responds to inbound calls or email requests and initiates outbound calls to resolve complex issues, including escalated customer issues and unresolved customer accounts that require additional research.
• Handles inbound sales inquiries from potential customers inquiring about the Company’s services and prices.
• Configures quotes for new customers and price and service changes for existing customers.
• Handles inbound retention inquiries from existing customers, discussing pricing and service options in order to maintain their services.
• Follows up on web leads and municipal leads to offer services and create sales.
• Serves as a primary resource for others on customer issues, facilitating the timely and accurate exchange of information.
• Effectively responds to customer escalations, including, but not limited to, service changes and issues with billing and equipment.
• Returns all internal/external calls, emails, and faxes in a timely manner, ensuring that customers’ concerns are understood and resolution is clearly explained.
• Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner. Enters service and route data into Company system for billing and route scheduling purposes.
• Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.
• Performs other job-related duties as assigned or apparent.

Benefits

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED