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Customer Support Specialist

2 months ago

Olathe, Kansas, United States Stericycle Full time

Title: Customer Support Specialist

Requisition Id: 34659

Job Function: Customer Service

Career Area: Customer Service

About Stericycle:

Stericycle is a leading provider of compliance-based solutions, dedicated to protecting people and brands while promoting health and environmental safety. With over 30 years of experience, we have evolved from a small start-up in medical waste management to a prominent player in various complex and regulated sectors, serving a diverse range of healthcare organizations and commercial enterprises. Our mission is to assist clients in navigating intricate challenges by managing materials that could pose risks to health, the environment, or personal identity.

Position Overview:

The successful candidate will be an integral part of our Customer Service Team, showcasing a strong background in delivering exceptional customer support. As the primary point of contact for customer inquiries via phone and email, you will collaborate closely with our support teams and operational network to efficiently track, monitor, and resolve all customer inquiries promptly.

Key Responsibilities:

  • Deliver a 'right first time' service level that meets customer needs and expectations.
  • Establish and nurture relationships with customers, providing accurate and timely information to instill confidence in our service capabilities.
  • Identify opportunities for growth and revenue enhancement through cross-selling, referring to sales teams when appropriate.
  • Take full ownership and accountability for customer inquiries.
  • Analyze and interpret data effectively.
  • Keep customers informed on all aspects of their inquiries.
  • Identify and escalate process issues, offering suggestions for suitable resolutions.
  • Proactively escalate unresolved customer inquiries that may breach service level agreements.
  • Build and maintain strong working relationships with both internal and external stakeholders.
  • Ensure all customer data is handled with the utmost professionalism, safety, and confidentiality.
  • Document customer interactions clearly and concisely in our systems, attaching relevant documentation as necessary.

Education Requirements:

High School diploma or equivalent.

Experience Requirements:

Prior experience in an inbound customer service role is essential. Candidates should demonstrate the ability to thrive in a fast-paced environment, possess excellent problem-solving and analytical skills, and be capable of multitasking. Strong communication skills and the ability to present information formally are also required. A positive attitude towards change within the service department is essential, along with a working knowledge of Microsoft Office.

Benefits:

Stericycle offers a comprehensive benefits package, including:

  • Contributory Pension Scheme
  • Life Insurance
  • Cycle to Work Scheme
  • Access to SteriCares, our employee support fund
  • Stericycle University – An online library for self-development and learning
  • Annual performance-related pay review
  • Referral Scheme
  • Flu voucher
  • Eye Test voucher
  • And more...

This description provides a summary of the nature and level of work being performed and should not be construed as an exhaustive list of all responsibilities, duties, and requirements of the job. This document does not create an employment contract, implied or otherwise, and does not constitute any right or guarantee of employment condition. Stericycle is committed to considering requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risk prevention policies and local laws.