Customer Service Representative

Customer Service Representative

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Position Summary:

With an appropriate knowledge of the Company’s services and processes, a Customer Service Representative works under the direct supervision of the Customer Service Manager to deliver the highest level of quality service to our customers. The Customer Service Representative 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 respectful, courteous, and timely manner to ensure concerns are resolved accurately.
Principal Responsibilities

• Replicate success routines to become knowledgeable about the waste services industry and CARDS’ processes, services, and policies.
• Respond in a timely and accurate manner to various 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 residential & 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.
• Respond to all internal and external calls and emails in a timely manner to ensure that customers’ concerns are understood, addressed, and accurately resolved promptly.
• Receive and review individual performance metric reports and action plan with manager to understand individual performance.
• Create customer profiles in account database, enter route and service information and validate customer information.
• Log information about Customer Service interactions into systems; update in a timely and accurate manner so associates can track services inquiries and resolution.
• Perform other job-related duties as required.
  

Qualifications

• Knowledge of Business English, spelling, punctuation, and general office processes. Skilled in typing correspondence, reports, and summaries according to appropriate procedures. Bilingual is a plus!
• Skilled in the operation of a personal computer and other office equipment.
• Data entry experience is a plus!
• Must have excellent verbal communication skills, as well as excellent Customer Service skills.
• Knowledge of Windows, Outlook, Works, Excel, and Microsoft Word required.
• Ability to accurately read and follow maps or GPS
• Ability to work in a fast-paced environment and learn different computer software and programs.
  

Minimum Requirements

• High School diploma or GED.

Pay & Benefits:

• Paid Weekly
• Health, Dental and Vision Benefit Options for employee and family
• Company Paid $30,000 Life insurance policy.
• Paid Time Off
• Generous retirement plan with company match
• Call volume bonus potential.
• Lifecare EAP
• LifeMart employee discount programs

Performance

• Attendance and punctuality according to the work schedule are a must and are vital to the operations of the rest of the company.
• Preferred hours are 7:55am - 5pm, additional hours may be needed.

Physical Requirements

• Must be able to sit for long periods of time
• Must be able to use hands for data entry

CARDS Holdings Inc, subsidiaries and affiliates, offers a competitive base salary, opportunity to earn incentive pay, and a comprehensive employee benefits package. Please submit indeed resume and salary history for consideration. Only applicants who meet minimum qualifications will be considered and only individuals selected for an interview will be contacted.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

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