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Client Support Specialist

2 months ago

Charleston, West Virginia, United States Waste Connections US, Inc Full time

Position Overview:

We are seeking a Customer Service Representative to enhance our operations. The ideal candidate will have a strong background in customer support and be adept at addressing inquiries and concerns related to service and billing.

The Customer Service Representative (CSR) is responsible for managing calls from clients and effectively resolving issues they encounter. A successful CSR must possess a comprehensive understanding of the Waste Connections business model to tackle a variety of customer challenges. Empathy and sensitivity towards customers are essential traits for this role.

Key Responsibilities:

Collaborates with various departments to address and resolve customer disputes. Clearly communicates issues, requirements, and opportunities with fellow customer service staff and management while promoting additional services. Conducts customer interviews and accurately logs information into the system. Engages with customers via phone or in-person to process requests for service initiation, modifications, or cancellations. Completes contract documentation, calculates service charges, collects deposits, updates address records, and issues service termination orders. Manages payment processing, bank deposits, order entries, production paperwork, and general administrative tasks. Addresses complaints regarding billing or service delivery, directing service failure issues to the appropriate departments for further investigation. Demonstrates proficiency in software applications, particularly MS Word and Excel. Provides exceptional service to clients, fostering positive relationships and working collaboratively with Waste Connections employees to identify service needs, resolve issues, and implement cost-effective, environmentally responsible solutions.

Qualifications:

Minimum of 2 years of experience in a high-volume customer service environment. High school diploma or equivalent required. Proficient in Microsoft Word, Excel, and email communication, with strong typing and data entry skills. Experience in the solid waste industry or a related field is preferred. Excellent verbal communication skills are essential.

We value candidates who are committed to operational excellence and accountability. Our comprehensive benefits package includes medical, dental, vision, flexible spending accounts, long-term disability, life insurance, 401K retirement plans, and abundant opportunities for professional growth.

Waste Connections is an Affirmative Action/Equal Opportunity Employer (Minority/Female/Disabled/Veterans).