Customer Service Representative

Job Description

Job Description

The Customer Service Representative serves as the primary point of contact for customers, handling inbound and outbound calls to provide information, resolve issues, process requests, and ensure a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a commitment to delivering exceptional service while meeting performance goals.

Key Responsibilities

• Answer inbound customer calls in a professional, courteous, and timely manner
• Make outbound calls to follow up with customers, verify information, or resolve outstanding issues.
• Assist customers with questions regarding products, services, billing, accounts, and orders.
• Resolve customer complaints by identifying issues, researching solutions, and providing appropriate resolutions.
• Document customer interactions accurately in the customer relationship management (CRM) system.
• Process account updates, payments, refunds, and service requests as needed.
• Meet or exceed established performance metrics, including call quality, productivity, attendance, and customer satisfaction.
• Escalate complex issues to supervisors or appropriate departments when necessary.
• Maintain confidentiality of customer information and comply with company policies and procedures.
• Stay informed about company products, services, policies, and promotions.

Qualifications

• High school diploma or GED required; associate degree preferred.
• Previous customer service or call center experience preferred.
• Strong verbal and written communication skills.
• Excellent listening, problem-solving, and conflict resolution abilities.
• Proficient in Microsoft Office and customer service software/CRM systems.
• Ability to multitask and work efficiently in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays, if required.

Skills

• Customer-focused mindset
• Professional phone etiquette
• Active listening
• Time management
• Data entry accuracy
• Teamwork and collaboration
• Adaptability and resilience under pressure

NewSouth Waste has been in the waste collection business for 30 years in Columbia and surrounding markets. It prides itself on providing quality service to its customers and maintaining a healthy image in the market.

Company Description

NewSouth Waste has been in the waste collection business for 30 years in Columbia and surrounding markets. It prides itself on providing quality service to its customers and maintaining a healthy image in the market.