Commercial Service Representative

Job Description

Job Description

Overview

The Commercial Service Representative provides one-stop service and solutions to new and existing customers by determining service requests, resolving service issues, creating solutions, and closing the sale ensuring a first-class transaction.

Responsibilities

• Engages with customers to assess support needs and provides products and services to fulfill identified customer needs while promoting new or alternative products and services.
• Creates and maintains customer and sales information in CRM and Case Management systems to troubleshoot customer issues, gather customer information, track sales activities, create outreach campaigns, and generate new business opportunities and customer retention activities.
• Generates market interest and sales as the primary point of contact and resolution for all calls and cases routed from the Customer Care Center (CCC) for small commercial dumpster and temporary Roll-Off inquiries ensuring customers receive products and services in a timely manner and are connected with appropriate divisional sales team for in-person follow-up as needed.
• Solicits sales opportunities from customer inquiries generated from the CCC with quick, courteous, and helpful communication strategies to cultivate leads and refer customer to appropriate Outside Sales Representatives (OSR).
• Develops prospective sales pipeline allocating prospects and leads to appropriate OSR to increase monthly, quarterly, and annual sales goals.
• Manages service agreements, contract dates, and pricing changes and increase strategies for the company at the divisional level within proprietary software systems according to the type of customer account.
• Develop and deploy Welcome packets for new customers and Stay packets for existing customers to enhance business retention.
• Organizes follow-up meetings between customers and appropriate OSR and creates customized client sales content and service models to assist OSRs in making successful in-person connections and closing sales.
• Identifies new sales and retention opportunities with existing customers by creating account queries, analyzing client utilization data, and researching client company information that will create added business value for current customer accounts.
• Develops and implements analytical data reports to track inventory, customer utilization, service fulfillment, overdue service requirements, and billing or rate discrepancies to manage business needs, generate sales opportunities or service improvements, and increase overall customer satisfaction.
• Develops customer satisfaction surveys and other methods of service feedback and analyzes data gathered to interpret new business and retention opportunities for the division.
• Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.

Career Path Definitions & Distinctions:

Level I: 0-2 years of progressively complex experience in the customer service field. Demonstrated knowledge and competence in one or more technical areas of Casella’s business and customer service and client relationship management. Able to effectively manage call volume, understand proprietary software systems and derive data needed to retain client accounts. Works within team to support OSRs and provides excellent customer support.

Level II: 3-5 years of progressively complex experience in the customer service and client relationship management field. Demonstrated knowledge and competence in several technical areas of customer service, CRM, and inside sales and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella’s business operations and is able to apply a variety of CRM and sales concepts, principles and applications as needed. Able to independently derive, research, and analyze customer data to support division sales team through the development of sales and marketing materials, customized analytics, and retention tools.

Senior Level: An advanced degree in business, marketing or other related field of study and 5 or more years of progressively complex experience in customer sales and retention and CRM data research and analytics. The incumbent is skilled at building strong relationships at all levels inside and outside of the organization. Thoroughly understands the complexity of Casella’s business operations and is able to synthesize various data points to transform it into increased market share and profit.

Qualifications

The successful candidate will have a High School diploma or GED, 2-4 years of busines experience with increasing responsibilities, and a valid driver’s license. The incumbent is expected to have a demonstrated ability to work in a collaborative environment.

Outstanding interpersonal relationship management skills, a demonstrated sales ability, a successful track record, and an ability to develop and manage business opportunities are required. Excellent verbal, written analytical and formal presentation skills, and a demonstrated proficiency with Microsoft Office and related software are expected.

Although not required, a Bachelor’s degree in a related field, relevant sales certifications, 1-2 years of “business to business” sales experience, experience or interest in an environmental and/or sustainability field and a working knowledge of Microsoft Dynamic for CRM or similar software systems are preferred.