Customer Service Representative

Job Description

Job Description

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.

When you join Rumpke, you’ll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.

This is your opportunity to make a difference for you and your family. Come join our team!

 

Customer Service Representatives receive and respond to calls from customers. The Customer Service Representative will serve as the first point of contact for customers to resolve issues. This role works with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations.

 

Responsibilities of Position:

• Answer phones promptly and courteously utilizing company procedures
• Receive and respond professionally and courteously to all customer inquiries
• Inquiries may be received via telephone, email, social media, fax or personal contact regarding service level changes, customer inquiries, billing, payments, new customer sign-up, cancellations, etc
• Identify customer’s reason for canceling service and attempt to retain customers
• Provide information regarding service options, charges, billing, and contract parameters and solutions for customer inquiries
• Ensure customer concerns are understood and clearly explain resolution to the customer
• Process customer payments and assists customers with RumpkePay as needed
• Work in conjunction with other departments to resolve customer issues
• Log and record information on customer accounts
• Create work orders/interactions, as needed
• Work special data entry projects with accuracy and complete in time to meet deadlines
• Resolve customer account issues and adjust accounts accordingly with verification from management, as needed
• Process online data entry for accounts based designated department
• Manage and monitor billing/invoicing, renewals/bids/price increase/tonnage, including maintaining sticker inventory used within contracted areas as needed 
• Perform other duties as assigned

 

Supervisory Responsibility:

• This position will not manage employees

 

Skills & Abilities Needed for Position:

• Excellent verbal & written communication skills
• Ability to maintain a professional appearance and demeanor
• Advanced computer proficiency in Windows and Microsoft Office applications and CRM tools
• Proven analytical/problem solving skills for the customer and the company
• Excellent customer service and data entry skills
• Ability to work both independently and as a team, meeting and exceeding call center standards
• Ability to research and identify the root cause of issues, make decisions, and solve problems
• Ability to react well under pressure and treat others respectfully

 

Experience & Knowledge Needed for Position:

• Bilingual skills are desired, but not required
• 1-2 years of call center or customer service experience preferred

 

Physical Requirements in a Regular Workday:

• Occasionally lifting/carrying/pushing/pulling a max of 10 lbs
• Occasionally stooping/kneeling/crouching/crawling
• Continuously sitting
• Rarely standing/walking

 

Additional Working Conditions/Aspects:

• Ability to work flexible hours; expected to work nights and weekends as needed
• Ability to work overtime, weekends, and/or holidays
• Legally eligible to work in the United States
• Valid driver’s license (if applicable)
• Must successfully complete pre-employment testing
• Must be able to read and speak the English language

 

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties, and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish an employment contract and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke’s policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.