[Hiring] Customer Service Representative I @Republic Services

Role Description

With an appropriate knowledge of the Company’s services and processes, a Customer Service Representative I works under the direct supervision of the Customer Service Supervisor to deliver the highest level of quality service to our customers. The Customer Service Representative I receives and responds to routine residential and commercial customer calls, inquiries, requests and complaints, which are typically general to moderately complex in nature and require limited research and investigation to reach resolution. Working in established guidelines, this position is responsible for delivering superior customer service in a prompt, respectful and courteous manner to ensure concerns are resolved.

Qualifications

• High School diploma or GED.

Requirements

• Successfully complete training to become knowledgeable about the waste services industry and Republic Services’ processes, services and policies.
• Respond in a timely and accurate manner to routine customer service calls, ensuring that residential customer issues and concerns are treated in a respectful and professional manner.
• Effectively respond to routine issues regarding general commercial service changes and contract compliance matters, which may involve outbound calls and other communications to resolve simple issues including service level changes, contractual obligations, billing questions, service cancellations, price increases and equipment issues.
• Return all internal and external calls, emails and facsimiles 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.
• Enter service and route data into computer for billing and route scheduling purposes.
• Log information about customer service interactions into systems; update in a timely and accurate manner so that associates are able to track services inquiries and resolution.
• Perform other job-related duties as required.

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.
• 401(k) plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO).