Senior Customer Service Representative

Roll Off Solutions LLC•Parker, CO

4d•$29 - $30•Onsite

About The Position

We are dedicated to providing exceptional waste management services to our community. We believe in safety, reliability, and environmental responsibility. Our team is committed to ensuring waste is collected, handled, and disposed of in a sustainable and efficient manner. Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where your communication skills make an impact? If so, we want YOU to join our team as a Customer Service Representative at Apex Waste Solutions, a trusted leader in waste management services. The Senior Customer Service Representative serves as a subject matter expert (SME) within the Customer Experience team, providing advanced customer support while acting as a mentor and resource for fellow representatives. This role handles complex customer issues, supports employee onboarding and training, assists with quality assurance initiatives, and partners with leadership to improve processes and customer satisfaction. The Senior Customer Service Representative does not have direct supervisory responsibility but serves as a team leader through coaching, knowledge sharing, and leading by example. This position plays a key role in customer retention, service recovery, and identifying opportunities to strengthen customer relationships and grow revenue.

Requirements

Minimum of two years of experience in customer service, preferably in the waste management industry or a related field.
High school diploma or GED required.
Advanced customer service and conflict resolution skills
Strong communication and interpersonal abilities
Leadership and peer coaching skills
Advanced knowledge of customer service systems and processes
Critical thinking and sound decision-making
Strong organizational and time management skills
Ability to work independently and manage multiple priorities
Proficiency in Microsoft Office and CRM/customer service software
High level of professionalism, accountability, and ownership

Nice To Haves

Associate's degree in Business, Communications, or related field preferred.

Responsibilities

Resolve complex customer inquiries, complaints, billing issues, and service concerns that require advanced problem-solving.
Serve as the escalation point for customer issues beyond the scope of frontline representatives.
Deliver exceptional customer experiences while balancing customer satisfaction with company policies and operational efficiency.
Independently resolve the majority of customer concerns with minimal leadership involvement.
Maintain professionalism during difficult customer interactions and negotiate effective resolutions.
Serve as a mentor and coach for Customer Service Representatives.
Assist with onboarding and training new team members.
Share best practices and provide ongoing guidance to improve individual and team performance.
Lead by example in customer interactions, professionalism, and company values.
Support leadership by answering questions and serving as the department's subject matter expert.
Participate in quality assurance reviews and calibration sessions.
Monitor trends in customer interactions and recommend improvements to policies, workflows, and customer communication.
Identify recurring service issues and collaborate with Operations, Billing, Sales, and Dispatch to develop long-term solutions.
Assist with developing documentation, training materials, and process standards.
Proactively identify opportunities to retain at-risk customers.
Promote additional Apex Waste Solutions services when appropriate.
Support customer referrals and identify opportunities for residential and commercial growth.
Partner with Sales and Operations to ensure smooth customer transitions and exceptional service delivery.
Serve as the customer service department representative for cross-functional projects.
Build strong relationships with Operations, Dispatch, Sales, Billing, Fleet, and Field Leadership.
Communicate customer trends and recommend operational improvements that enhance the customer experience.