Customer Service Representative

Job Summary

The following description outlines the responsibilities for the position in Customer Service. This department develops and maintains relationships with new clients nationwide and provides them with services that ensure client satisfaction. Provides customer service and resolves issues by offering solutions, explanations, options or by arranging for service.

Primary Responsibilities

  • Ensure that our Customers (Haulers and Clients) needs are being satisfied
  • Uses information systems ProRefuse and Salesforce to input and maintain information
  • The identification, dissection and resolution of problems at every level
  • Meets customer needs, offers options, resolves problems and follows up with customers.
  • Ensures full customer satisfaction without unnecessarily referring customer to other staff members. Maintains friendly, helpful demeanor.
  • Provides information regarding policies and procedures, terms and programs relating to service area for outside customers.
  • Identifies and prioritizes problems and issues related to service area.
  • Performs research, offers solutions, options and strategies.
  • Refers to appropriate person or department as needed, and/or arranges for service.
  • Tracks problem status until resolution is achieved.
  • Maintains close contact with customer to give updates on progress toward resolution of issue or service request.
  • Maintains quality and quantity standards.
  • Processes applications, releases, cancellations, adjustments, changes, requests, fees, invoices and other related paperwork.
  • Verifies contracts or forms for completeness and accuracy of information.
  • Updates and maintains all necessary records and/or logs.
  • Trains schedules, assigns and prioritizes workloads.
  • *The Company reserves the right to add or change duties at any time.

Secondary Responsibilities

  • Field all incoming calls and emails and provide feedback (whether resolved or not) back to customer within 24 hours

Competencies

  • Problem Solving – Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Uses reason.
  • Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Oral Communication – Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions.
  • Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.
  • Professionalism – Approaches others in a polite and tactful manner; Maintains composure and reacts well under pressure; Treats others with respect and consideration; Follows through on commitments.
  • Written Communication – Writes clearly and concisely; Edits work; Varies writing style to meet specific needs; Presents numerical data effectively; Able to read and interpret written information.
  • Problem Solving – Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Uses reason.
  • Proficient in the use of a personal computer and corresponding programs.

 

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