Customer Service Rep

1 month ago

Gypsum, United States Apex Waste Solutions Full time $16 - $20
Job DescriptionJob Description

Job Title: Customer Service and Satisfaction Representative

Company: Apex Waste Solutions

Department: Customer Service

Reports To: Customer Service Manager

Job Summary:

The Customer Service and Satisfaction Representative will serve as the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring high levels of customer satisfaction. This role requires a proactive approach to customer service, effective communication skills, and the ability to handle a variety of tasks in a fast-paced environment. The ideal candidate will have a customer-centric attitude and experience in the waste management industry or a related field.

Key Responsibilities:

1. Customer Interaction:

- Respond to customer inquiries via phone, email, and in-person in a timely and professional manner.

- Provide information about services, billing, and policies.

- Address customer complaints and concerns, working towards swift and effective resolutions.

2. Issue Resolution:

- Handle escalated customer issues and follow up to ensure resolution.

- Coordinate with other departments to resolve service issues and improve customer satisfaction.

- Track and document customer interactions and resolutions.

3. Customer Satisfaction:

- Conduct customer satisfaction surveys and gather feedback.

- Identify trends and common issues to suggest improvements to services and processes.

- Implement initiatives to enhance the customer experience.

4. Account Management:

- Assist customers with account setup, changes, and cancellations.

- Process billing inquiries and payments.

- Update customer records and ensure accuracy of information.

5. Reporting and Analysis:

- Maintain detailed records of customer interactions and transactions.

- Prepare reports on customer service activities and satisfaction metrics.

- Analyze data to identify areas for improvement and report findings to management.

6. Compliance and Safety:

- Ensure all customer service activities comply with company policies, industry regulations, and safety standards.

- Promote a culture of safety and compliance within the team.

Qualifications:

- High school diploma or equivalent; Associate’s or Bachelor’s degree in Business, Communication, or a related field preferred.

- Minimum of 2 years of experience in customer service, preferably in the waste management industry or a related field.

- Strong communication and interpersonal skills.

- Ability to handle stressful situations and resolve conflicts effectively.

- Proficiency in customer service software and Microsoft Office Suite.

- Strong organizational skills and attention to detail.

Preferred Qualifications:

- Experience in the waste management industry.

- Knowledge of industry regulations and compliance standards.

- Bilingual skills (if applicable to the customer base).

Working Conditions:

- This position requires sitting for extended periods and using a computer and telephone.

- Must be able to work flexible hours, including evenings and weekends, as needed.

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