Customer Service Specialist II

Customer Service Specialist

With a general knowledge of the Company's services and processes, a Customer Service Specialist works under the general supervision of the Customer Service Supervisor to deliver the highest level of quality service to our customers. The Customer Service Specialist receives and responds to routine residential and commercial customer service calls, new residential sales, inquiries, requests and complaints, which are typically general to moderately complex in nature and require limited research and investigation to reach resolution. This position is responsible for delivering superior customer service in a prompt, respectful and courteous manner to ensure concerns are resolved.

Principal Responsibilities:

• Respond in a timely and accurate manner to routine customer service calls ensuring that residential and commercial service issues and concerns are treated in a respectful and professional manner.
• Effectively respond to routine issues regarding general residential and commercial service matters, which may involve outbound calls and other communications to resolve simple to moderately complex issues including contractual obligations, billing questions, service cancellations, price increases and equipment issues.
• Return all internal and external calls, emails and faxes in a timely manner to ensure that customers' concerns are understood, addressed and resolved in an efficient and complete manner as possible.
• Receive and review individual performance metric reports and action plan with manager to understand individual performance. Enter service data into computer for billing and scheduling purposes.
• Log information about customer service interactions into systems; update in a timely and accurate manner to ensure that associates are able to track service inquiries and resolution.
• Perform other job-related duties as required.

Minimum Requirements:

• High School diploma or GED.
• Six months of prior customer service experience in a high volume call center environment.

Pay Range:

The pay range for this position is $21.75 to $29.92* which reflects the minimum wage in multiple jurisdictions. The actual range will depend on the locality in which you are hired.

Bonus Plan Details (if applicable):

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:

• 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.
• 401(k) plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT:

Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. For any concerns relating to Republic Services' commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.