Customer Service Representative (Remote Near WRE Branch)

Job Description

Job Description

Description:

This position is the primary point of contact for customers inquiring about Wind River Environmental's products and services. The Customer Service Representative (CSR) takes ownership of thoroughly understanding the features and benefits of all the consumer products and services we offer. The CSR also keeps current on all pricing, procedures, promotions, tools, and systems used to place orders, update billing, and maintain records of customer contacts. The CSR handles a large volume of inbound calls daily related to our many service offerings, including septic, drain cleaning, grease removal, inspections, and many other detailed topics.

Location: While this is a fully remote position, selected individuals will live within 30 miles of a WRE branch to provide local support when needed. For branch locations, see:

Pay Range: $18 - $22 per hour

Shifts: Various schedules are available between 7:00 AM and 7:00 PM, seven days per week, based on business needs. Applicants will be asked to provide their availability during the application process.

Essential Duties and Responsibilities

• Answers customer calls and concerns from the Residential Pumping Queue.
• Provides engaging and educational customer service to ensure customers understand the value of pumping services and available options.
• Schedules residential pumping services.
• Determines service needs by working with customers and documents all calls in accordance with department requirements.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Maintains the order management system by entering service orders.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.
• Fulfills requests by clarifying desired information, completing transactions, and forwarding requests.
• Works in a metric- and goal-driven environment. CSRs have both individual and team goals to achieve.
• Manages a high volume of inbound and outbound calls in a timely manner.

Knowledge, Skills and Abilities

• Ability to understand instructions furnished in written, oral, or diagram form.
• Strong oral and written communication skills for customers, co-workers, and management alike.
• Ability to demonstrate basic customer service skills with all customers, showing interest and empathy as appropriate.
• Ability to read and interpret documents, including Company policies and procedures, safety rules, operating and maintenance instructions, maps, and road signs.
• Ability to work independently and manage pressure to meet deadlines.
• Basic computer literacy, including email and internet skills.
• Ability to perform basic math functions.
• Ability to work in a fast-paced environment.
• Highly detail-oriented.
• Ability to learn operating procedures quickly and execute them consistently to standard.

Minimum Education / Experience / Qualifications

• Must have a High School Diploma or equivalent.
• Previous customer service experience.
• Must be able to operate in a drug-free workplace.

Wind River Environmental services and maintains a broad array of non-hazardous liquid waste systems, including grease traps, septic tanks, and related waste systems. Headquartered in Marlborough, MA, we offer a full suite of services to business, residential, and municipal customers throughout the East Coast.

Wind River Environmental LLC is an Equal Opportunity Employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to, race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

Requirements: