Customer Care/Inside Sales Representative

Hourly plus commissions monthly

Comprehensive Benefit package

Working within established guidelines, this position is responsible for delivering superior customer service in a creative, prompt, respectful and courteous manner to ensure concerns are resolved.

The Customer Care/Inside Sales Representative, working within a team-oriented environment, works to deliver the highest level of quality service to our customers. The representative receives and responds to routine customer calls, inquiries, requests, and complaints, which are typically general to moderately complex in nature including billing and proration, service changes, cancellations and missed service inquiries requiring research and investigation to reach resolution.

Representative should expect to handle 80-100 calls a day in a fast-paced/high-volume environment and to use multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries.

The ability to consistently provide an exceptional level of customer service, briefly explain complex issues in simple terms, and demonstrate appropriate de-escalation techniques is critical to their success. 

Sales and retention are also key components of the role. The representative is expected to skillfully highlight the features and benefits of products and services to increase revenue and retain at risk customers.

Essential Duties and Responsibilities

• Successfully complete training to become knowledgeable about the waste industry and Meridian Wastes’ processes, services and policies.
• Fields customer service inquiries and handles customer service transactions independently and proficiently.
• Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests.
• Responds in a timely and accurate manner to routine customer service calls, ensuring that residential and commercial service issues and concerns are treated in a respectful and professional manner.
• Effectively respond to routine issues regarding general service matters, which may involve outbound calls and other communications to resolve issues including billing questions, service inquiries or cancellations, price increases and equipment issues.
• Communicates concise and accurate information.
• Return internal and external calls, emails, and online forms in a timely manner to ensure that customers’ concerns are understood, addressed, and resolved in an efficient and complete manner as possible.
• Demonstrates ownership of the customer issue by providing one call resolution.
• Uses systems to gather information, provide information, and/or update customer records.
• Provides standard information and education regarding service options, charges, billing, and contracts.
• Listens for and identifies opportunities to cross sell additional products and services.
• Enter service data into computer for billing and scheduling purposes.
• Log information about customer service interactions into systems; update in a timely and accurate manner so that associates are able to track service inquiries and resolution.
• Follow and comply with all safety policies.
• Will be responsible for outbound and inbound calling to generate new customer sales, internal growth of existing customers and overall net growth and for generating budgeted revenue growth by utilizing a consultative approach in the sale of waste management services.
• Receive and review individual performance metric reports and action plan with manager to understand and enhance individual performance.
• Additional duties as assigned.

Education/ and or Experience:

• Bachelor’s degree in sales, marketing, management or similar field.
• Minimum of 2 years’ experience in a sales role
• Professional presentation; is confident, assertive and displays a high level of self-esteem.
• Good time management skills to ensure assigned responsibilities are completed in an efficient manner.
• Good communication skills (written and verbal); able to effectively communicate to all levels of management, both internally and externally.
• Strong active listening skills; gives full attention to what other people are saying, taking time to understand the points being made, asking questions when appropriate, and letting others fully state their ideas.
• Grasps concepts quickly and has good follow through skills; adheres to work schedule and follows through on challenges as they arise; maintains a positive outlook.
• Has the ability to identify the information needed to clarify a situation; seeks information from appropriate sources; has the ability to tackle a problem using a logical, sequential approach and can anticipate the implications of actions.
• Is self-motivated; maintains a feeling of pride in work; has a strong work ethic and strives to achieve all goals; is competitive and has a strong drive to win; takes appropriate risks.
• Is trustworthy and maintains the highest level of confidentiality at all times.
• Is high energy, friendly and engaging; has excellent persuasion skills; can persuade others to change their minds or behavior.
• Has a service orientation; is actively looking for ways to help people.
• Ability to foster teamwork and enlist the support and participation of others.
• Demonstrates the ability for innovation and supports organizational change to enhance organizational effectiveness.
• Is responsible for one’s performance and sets clear expectations for the performance of his or her team.
• Experience in the Solid Waste Industry preferred. 

Specialized knowledge required:

• Must be able to work through others to accomplish goals and objectives.
• The ability to establish processes and procedures to ensure effective department workflow. 
• The ability to track, measure and manage performance is required. 
• Have MS Excel skills at an advanced level. 
• Strong analytical skills. 
• Ability to effectively manage multiple projects and tasks and meet deadlines. 
• Strong organizational skills and ability to work in high-volume, fast-paced environment. 
• Ability to work effectively and efficiently within a team environment. 
• Ability to complete projects and assignments with minimal direction from leadership. 
• An understanding of business unit operational functions and related needs and requirements and the ability to identify issues, weigh options and provide effective counsel to support sound business decisions.