Senior Customer Service Representative

Senior Customer Service Rep

Job Type: Full-Time

Location: Vail, Colorado

Pay: $29.00 - $30.00 Hourly

About Us:

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.

Job Summary:

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.

Key Responsibilities:

Customer Service Excellence

• 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.

Team Leadership & Coaching

• 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.

Quality Assurance & Process Improvement

• 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.

Customer Retention & Growth

• 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.

Cross-Functional Collaboration

• 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.

Qualifications:

• Minimum of two years of experience in customer service, preferably in the waste management industry or a related field.

Education

• High school diploma or GED required.
• Associate's degree in Business, Communications, or related field preferred.

Required Skills & Competencies

• 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

Performance Expectations

• Deliver exceptional customer service and resolve complex issues.
• Serve as a trusted resource and mentor to the Customer Experience team.
• Support training, quality assurance, and process improvement initiatives.
• Promote customer retention through effective service recovery.
• Demonstrate leadership through collaboration, coaching, and continuous improvement.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Escalation Resolution
• Quality Assurance (QA) Score
• First Contact Resolution (FCR)
• Average Speed of Answer (ASA)
• Customer Retention
• Productivity & Occupancy
• Coaching & Knowledge Sharing

Working Conditions:

• Full-time position, Monday through Friday
• In Office
• Frequent use of a computer, phone, and headset.

Compensation & Benefits:

• $29.00 - $30.00 Hourly
• Medical, Dental, & Vision Insurance
• Matching 401k
• Long Term & Short Term Disability
• Life Insurance
• Paid Time Off

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.