Customer Service Representative

20 hours ago

Fremont, California, United States Republic Services Full time

Job Summary: We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative. As a key member of our Customer Resource Center, you will be responsible for providing exceptional customer service, resolving complex issues, and driving sales growth in our Franchise markets.

Key Responsibilities:

  • Provide third-tier customer support, responding to escalated customer service calls in a timely and accurate manner with a high level of empathy, professionalism, and respect.
  • Respond to inbound calls or email requests and initiate outbound calls to resolve complex issues, including escalated customer issues and unresolved customer accounts that require additional research.
  • Handle inbound sales inquiries from potential customers inquiring about our services and prices.
  • Configure quotes for new customers and price and service changes for existing customers.
  • Handle inbound retention inquiries from existing customers, discussing pricing and service options in order to maintain their services.
  • Follow up on web leads and municipal leads to offer services and create sales.
  • Serve as a primary resource for others on customer issues, facilitating the timely and accurate exchange of information.
  • Effectively respond to customer escalations, including, but not limited to, service changes and issues with billing and equipment.
  • Return all internal/external calls, emails, and faxes in a timely manner, ensuring that customers' concerns are understood and resolution is clearly explained.
  • Log and record information about customer support interactions by inputting information into our systems and updating information in a timely and accurate manner.
  • Enter service and route data into our system for billing and route scheduling purposes.
  • Exemplify high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement.

Requirements:

  • Experience responding to inbound sales inquiries, upselling, and closing new business opportunities.
  • Associates or Bachelor's Degree.
  • Waste or service industry experience.
  • Experience using bilingual skills, particularly Spanish, in a business environment.
  • MINIMUM REQUIREMENTS: High school diploma or GED. Minimum of 2 years of experience in a customer service or higher volume sales environment. Experience working in a team environment. Consistent rating of meets expectation for Republic Services Customer Resource Center quality, productivity, and adherence measures.

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