Customer Service Representative

Job Description

Job Description

The primary role of the Customer Service Representative is to provide timely, tailored, efficient and courteous assistance to customers and prospective customers in a high-volume call center.

Essential Responsibilities

• Respond to a large variety of customer calls, web submissions and in-person visits including service inquiries and changes, complaints, billing and payment.
• Log all customer service interactions into customer records.
• Perform data entry, maintain accurate customer records and prepare various reports upon request paying close attention to accuracy and detail.
• Meet and exceed departmental and municipality-governed metrics expectations.
• Facilitate communication between customers and staff to coordinate services.
• Maintain a working knowledge of company and industry products and services.
• Participate in Department and Company-wide trainings to increase skill sets and improve service.

Knowledge, Skills & Abilities

Knowledge of:

• Superior customer service-related techniques and telephone etiquette.
• Modern office practices and procedures including the use of standard computer programs such as Microsoft Word, Excel, Outlook, Search Engines and Google Maps.
• Proper spelling, grammar, punctuation and word choice.
• Multi-line call center and customer relationship management software (Tower experience a plus).

Ability to:

• Actively listen to, and empathize with, customer concerns.
• Employ de-escalation and conflict-resolution methodologies.
• Maintain a positive attitude with customers and coworkers.
• Proactively establish trust and credibility with customers and coworkers by maintaining accountability.
• Contribute to the team dynamic by promoting inclusion, support and collaboration amongst coworkers.
• Take initiative, self-manage time and productivity through multitasking.
• Effectively and concisely communicate both orally and in writing.
• Learn the products and services offered by Universal Waste Systems, Inc.
• Anticipate customer needs and recommend appropriate products and services.
• Type 40 WPM

Education, Training & Experience

• Three years of related experience working in a high-volume call center required.
• High school diploma or GED preferred.
• Experience in the resource recovery industry preferred.
• Bilingual (Spanish) a plus.

Supplemental Information

Universal Waste Systems celebrates diversity and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.