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Rep, Customer Service IV

3 months ago

Marlborough, United States Wind River Environmental LLC Full time
Job DescriptionJob DescriptionDescription:

Position Summary:

This position is the primary point of contact for customers inquiring about Wind River Environmental’s products and services. The CSR takes ownership of thoroughly understanding the features and benefits of all the consumer products and services we offer. The CSR also keeps current on all pricing, procedures, promotions, tools, and systems used to place orders, update billing and maintain record of customer contacts. The CSR handles a large volume of inbound calls on a daily basis related to our many service offerings, including septic, drain cleaning, grease removal, inspections, and many other detailed topics

Essential Duties & Responsibilities:

  • Answers customer calls and concerns from all WRE customers
  • Provide consultative customer support in order to understand customer needs
  • Utilize appropriate resource materials to effectively and accurately interpret, respond, and resolve customer inquiries
  • Provide engaging and educational customer service to customers to make sure they are educated on the value of all product lines and services that fit their needs
  • Schedule residential services or work with the appropriate scheduling party to do so
  • Determines service needs by working with customers and documents all calls in accordance with departmental requirements
  • Answers inquiries by clarifying desired information; researching, locating, and providing information
  • Maintains order management system by entering in service orders
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests
  • Is able to work in a metric / goal driven environment. CSR’s have both individual and group goals to work towards
  • Able to manage a heavy amount of inbound and outbound calls in a timely manner


Requirements:

Knowledge, Skills & Abilities:

  • Ability to understand instructions furnished in written, oral or diagram form
  • Strong oral and written communication skills for customers, co-workers, and management alike
  • Ability to demonstrate basic customer service skills with all customers (showing interest and empathy as appropriate)
  • Ability to read and interpret documents, including Company policies and procedures, safety rules, operating and maintenance instructions, maps and road signs
  • Ability to make reasonable and sound business decisions based on established standards and guidelines
  • Strong knowledge of all WRE Lines of Business
  • Ability to receive and respond professionally to coaching and feedback through regular meetings with supervisors and other management
  • Ability to work independently and manage pressure to meet deadlines
  • Basic computer literacy, including email and internet skills
  • Ability to perform basic math functions
  • Ability to work in a fast paced environment
  • Highly detail oriented
  • Ability to learn operating procedures quickly and be able to execute consistently up to standard

Minimum Education / Experience / Qualifications:

  • Must have High School Diploma or Equivalent
  • Minimum 3 months previous experience in WRE Customer Service or Direct Competitor
  • Must be able to operate in a drug-free workplace