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Customer Care Representative

4 months ago

Townsend, United States Casella Waste Systems, Inc. Full time

Position Summary:
The Customer Care Representative provides outstanding service to our customers by responding to a high level of inbound customer calls, inquiries and requests which may require research and investigation to reach resolution. The incumbent actively engages customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful and courteous manner.

This position can sit in Townsend or Millsboro, DE. It is not a remote position and requires full time in one of our office locations.

Key Responsibilities:

- Answers or places calls to customers to learn about and/or address their needs, concerns, or other issues with products or services.
- Responds efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued.
- Engages in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed.
- Builds instant rapport with customers and lasting relationships with other call center team members based on trust and reliability.
- Utilizes job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers.
- Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
- Engages with customers to assess needs and makes sales recommendations for products or services that may better suit identified customer needs.
- Participates in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.

**Career Path Definitions & Distinctions**

**_ Level I:_** 0-2 years of progressively complex experience in the customer service field. Demonstrated knowledge and competence in Casella’s business products and services as well as in customer service and client relationship management. Able to effectively manage call volume and understand proprietary software systems. Works within team to support Division sales representatives and provide excellent customer support. Capable of solving increasingly complex problems and offering solutions that engage and retain customer base.

Education, Experience & Qualifications:
Outstanding relationship management skills, excellent listening communication and problem solving skills, the ability to identify and develop sales opportunities are required. Demonstrated proficiency with Microsoft Office, typing proficient and a working knowledge of Microsoft Dynamic for CRM or similar software systems and related software are expected.

Attributes:
Positive, team-oriented individual who is curious, attentive, and results-oriented with the ability to see the larger picture while focusing on detailed information.

**Benefits**:
Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.