Customer Service Representative

2 days ago


Vestal, New York, United States Casella Waste Systems Full time
Job Summary

The Customer Care Representative provides exceptional service to our customers by responding to a high volume of inbound customer inquiries and requests, which may require research and investigation to resolve. The incumbent actively engages customers to ensure a complete understanding of the issues and provides accurate and efficient responses in a prompt, respectful, and courteous manner.

Key Responsibilities
  • Responds to customer inquiries and requests in a timely and professional manner.
  • Provides accurate and efficient solutions to customer issues, ensuring customer satisfaction and loyalty.
  • Engages in active listening with customers, confirming or clarifying information and diffusing escalated situations as needed.
  • Builds rapport with customers and establishes lasting relationships with other team members based on trust and reliability.
  • Utilizes job-specific software, databases, scripts, and tools to address a variety of customer topics.
  • Meets or exceeds 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.
Career Path Definitions & Distinctions

Level I: 0-2 years of progressively complex experience in the customer service field. Demonstrated knowledge and competence in Casella Waste Systems business operations and customer service principles. Able to effectively manage call volume and understand proprietary software systems.

Level II: 1-3 years of progressively complex experience in the customer service and client relationship management field. Demonstrated knowledge and competence in several technical areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization.

Senior Level: 2-4+ years of progressively complex experience in the customer service and client relationship management field. Highly integrated knowledge and competence in all areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization.

Education, Experience & Qualifications

The successful candidate will have a high school diploma or GED, 2-4 years of customer service or inside sales experience, a demonstrated ability to work as part of a team in a collaborative environment, and be legally eligible to work in the US.

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 Dynamics for CRM or similar software systems and related software are expected.

Attributes

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



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