Customer Care Specialist

POSITION SUMMARY The Customer Care Specialist is a customer experience subject matter expert, and with general direction and supervisor oversight, as well as in-depth knowledge of Company services and processes, is responsible for processing and resolving escalated customer requests that are complex in nature in a timely, accurate, and customer-focused manner. PRINCIPLE RESPONSIBILITIES Support and oversight from the Customer Care Supervisor, provides resolution of complex escalated customer service concerns. Responding in a professional, empathetic, and courteous manner to escalated customer concerns to reach an expedient solution that meets the customer’s needs and expectations. Monitors, reviews, and returns internal/external calls and emails, ensuring that customers’ concerns are understood, and the resolution is clearly identified. Creatively collaborates with Business Unit (BU) and Customer Resource Center (CRC) personnel to gain insight for escalated customer concerns to determine and implement innovative solutions. Effectively priorities and records information about customer support interactions by inputting information into Company systems, including but not limited to the Salesforce, RISE, Knowledge Management Tool, Republic Maps, Infopro and billing systems. Additionally, may enter service and route data into the system(s) for billing and route scheduling purposes. Actively perform root cause analysis and report/address any trending patterns, including, but not limited to reviewing phone calls and analyzing reporting data. Develop and/or refine action plan(s) with the BU and Customer Experience to build and maintain effective processes to resolve escalations and promote Customer Zeal. Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement. Works independently to overcome customer obstacles to reach the desired outcome. Performs other job-related duties as assigned or apparent. QUALIFICATIONS Understanding of Republic Services products, services, sales, and procedures. Proactive problem-solving capabilities and interpersonal skills. MINIMUM QUALIFICATIONS High school diploma or G.E.D. Minimum of 2 years of experience providing service in a call center or customer service environment, including significant direct customer contact by verbal or written communication. Experience with escalated customer service issues. Experience responding to inbound customer inquiries, upselling, and closing new business opportunities. Rewarding Compensation and Benefits 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. Retirement plan with a generous company match. Employee Stock Purchase Plan (ESPP). Paid Time Off (PTO) Benefits URL: 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. For any concerns relating to Republic Services’ commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4. #J-18808-Ljbffr