Customer Service Consultant

POSITION SUMMARY: With an in-depth knowledge of the Company’s services and processes, a Customer Service Consultant delivers the highest level of quality service to our customers, acts as a resource for others on the service team, and cross-sells additional services to residential and commercial customers. The Customer Service Consultant receives and responds to escalated residential and commercial customer calls and inquiries, which are typically complex in nature and require research and investigation to reach resolution. While resolving the customers’ issues, the Customer Service Consultant identifies additional service needs and uses these opportunities to generate additional revenue by selling additional services. This position is responsible for delivering superior customer service in a prompt, respectful and courteous manner to ensure concerns are resolved. PRINCIPAL RESPONSIBILITIES: Identify additional service needs during customer service calls; take advantage of cross-sell opportunities to generate additional revenue and contribute to the Company’s growth and profitability goals. Respond to escalated customer service calls in a timely and accurate manner ensuring that residential customer issues and concerns are treated in a respectful and professional manner. Effectively respond to escalated issues regarding commercial service changes and contract compliance matters, which may involve outbound calls and other communications to resolve complex issues including service level changes, contractual obligations, billing escalations, service cancellations, price increases, profitability analyses and equipment issues. Maintain team and site level awareness of quality, productivity and efficiency. Work with supervisor to make improvements as necessary. Serve as a primary resource for others, facilitating timely and accurate exchange of information among team members and customers. 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. May develop, produce and review ad hoc reports that address cross-functional business operations. 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 so that associates are able to track service inquiries and resolution. Perform other job-related duties as required. MINIMUM REQUIREMENTS: High School diploma or GED. Two years of prior customer service experience in a high volume call center environment. One year of prior telephone sales experience. Pay: $25 Pay Range: The pay range for this position is $23.40 to $32.17* which reflects the minimum wage in multiple jurisdictions. The actual range will depend on the locality in which you are hired. 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. #J-18808-Ljbffr