Customer Service Representative

Description:

Answer incoming and make outgoing customer telephone calls: Answer customer calls and emails on a daily basis and assist in resolving any questions or concerns in a professional, expeditious manner while maintaining a positive, courteous approach to internal and external customers

- Will handle 70+ Calls Per Day (Average handle time is less than 5 minutes per call, then will have 45 seconds to write notes after

- Educating customer on waste and recycling rules for trash pickup day. (Each contractor is provided 2 binders, that are extremely detailed outlining each city and the garbage/recycling guidelines and city rules).

- When the customer calls, you just type in the street address number and the city, and then it populates the matches.

- Assisting customers with Online Login, Billing, Missed Pickups, Trash Can Delivery, Bulk Item Discarding, Hazardous Waste, and more.

- Types of calls/inquiries they receive: (Troubleshooting, Cancelling auto pay, Refunds, Missed garbage pickup, Order recycling containers, Ordering carts, Setting up new accounts, Billing questions, Moving questions, Pricing on different

containers/bins, Order/drop off of bins, Damaged bins, Specific item pickup questions (large branches, large furniture items, etc.)

- Handling Customer Complaints.

Provide excellent customer service and professionalism to all customers via in person, telephone, email, or via the web

Communicate clearly and concisely with on-the-road employees to give instructions and assistance

Receive and resolve, within established guidelines, customer questions and concerns

Monitor, resolve, document, and report all customer complaints, driver route sheets and call-in sheet and all customer problems relating to operations and coordinate with sales

Track customer information and concerns and enter data into database

Research and complete customer refunds and submit for approval before being submitted to Accounts Receivable for payment

Maintain new account files

Work with supervisors to ensure that all missed stops and special pick ups are completed daily

Provide timely and accurate information regarding missed stops or other customer concerns

Generate call-in work orders for drivers

Download, distribute and answer all customer inquiries received via email

Take web request and process payments by phone

Process customer payments via internet and take cash payment’s as needed

Enter new subscription residential accounts into system

TRAINING SHIFT: M-F 8:00am- 4:00pm

AFTER TRAINING SHIFT:

Monday-Friday 7:45am-5:00pm

One hour lunch, two 15 minute breaks

- Monday-Wednesday are typically their busiest days

- April-October are their busiest months