Customer Resource Consultant
Company: Republic Services, Inc.
Posted on: September 15, 2018
About UsRepublic Services is an industry leader in U.S.recycling and non-hazardous solid waste.Through our subsidiaries, Republic's collection companies, recycling centers, transfer stations, and landfills focus on providing effective solutions to make proper waste disposal effortless for our 14 million customers.We'll handle it from here., our brand promise, lets customers know they can count on Republic to provide a superior experience while fostering a sustainable Blue Planet for future generations to enjoy a cleaner, safer and healthier world.Why Work with UsOur Company cannot thrive without great people devoted to serving customers, the community, and the planet.We hire the best people to make Republic a great place to work.We are focused on attracting talented individuals across professions who are as committed to serving customers and the planet as we are.We strive to create a workplace that's meaningful and rewarding to our 33,000 employees.That's why we are proud to be recognized as Best Large Employer by Forbes, World's Most Ethical Companies by Ethisphere, and One of the Most Meaningful Companies to Work for in America by Business Insider.Job DescriptionUnder general direction from the Customer Resource Supervisor and with in-depth knowledge of the Company's services and processes, the Customer Resource Consultant works within a Customer Resource Center (CRC) to research and resolve complex customer issues; deliver superior customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved; and assist potential customers interested in initiating service with Republic Services.Knowledge, Skills & AbilitiesStrong research, investigation and problem resolution skills.Ability to demonstrate ownership for issues pertaining to customer service questions, including researching and providing solutions.Good verbal and written communication and interpersonal skills.Ability to remain focused during situations in which customers may be frustrated.Good typing and data entry skills.Proficient reading and math skills.Strong work ethic.Preferred QualificationsPrincipal ResponsibilitiesProvides a third tier of customer support, responding to escalated customer service calls in a timely and accurate manner with a high level of empathy, professionalism and respect.Responds to inbound calls or email requests and initiates outbound calls to resolve complex issues, including escalated customer issues and unresolved customer accounts that require additional research.Handles inbound sales inquiries from potential customers inquiring about the Company's services and prices.Configures quotes for new customers and price and service changes for existing customers.Handles inbound retention inquiries from existing customers, discussing pricing and service options in order to maintain their services.Follows up on web leads and municipal leads to offer services and create sales.Serves as a primary resource for others on customer issues, facilitating the timely and accurate exchange of information.Effectively responds to customer escalations, including, but not limited to, service changes and issues with billing and equipment.Returns all internal/external calls, emails, and faxes in a timely manner, ensuring that customers' concerns are understood and resolution is clearly explained.Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner.Enters service and route data into Company system for billing and route scheduling purposes.Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.Performs other job-related duties as assigned or apparent.The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.QualificationsHigh school diploma or GED.(Required)Minimum of 2 years of experience in a customer service or higher volume sales environment.(Required)Experience working in a team environment.(Required)Consistent rating of meets expectation for Republic Services Customer Resource Center quality, productivity, and adherence measures.(Required)Experience responding to inbound sales inquiries, upselling and closing new business opportunities.Associate's or Bachelor's Degree.Waste or service industry experience.Experience using bilingual skills, particularly Spanish, in a business environment.Rewarding Compensation and BenefitsEligible employees can elect to participate in: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).Republic Services is an equal opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.
Keywords: Republic Services, Inc., Portland , Customer Resource Consultant, Professions , Woodburn, Oregon
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