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Customer Experience Specialist
2 months ago
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 reach resolution.
The incumbent actively engages customers to ensure complete understanding of the issues and provides accurate and efficient responses in a prompt, respectful, and courteous manner.
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.
The Customer Care Representative will progress through three levels of experience, each with increasing complexity and responsibility.
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.
- 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.
- Thoroughly understands the variety and complexity of Casella's business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles, and applications as needed.
- Adept at resolving most escalations and handling a high volume of calls.
- 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.
- Thoroughly understands the variety and complexity of Casella's business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles, and applications to generate and retain business sales.
- Independently resolves escalations. Skillfully manages a high volume of calls. Capable of taking on special projects or assignments.
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.
An advanced degree, relevant sales certifications, prior sales experience, and experience or interest in environmental and/or sustainability field are preferred.
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.
AttributesA positive, team-oriented individual who is curious, attentive, and results-oriented with the ability to see the larger picture while focusing on detailed information.
BenefitsMedical, 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.
