Customer Experience Specialist

Customer Experience Specialists receive and respond to customer inquiries. Inquiries can originate from a variety of customers including residential, commercial, municipal, industrial, corporate, national, and/or brokers. Specialists will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency, collaborate with internal teams to optimize the customer experience, and build brand loyalty. Specialists have an elevated knowledge of commercial business due to their experience and can respond and assist others with more complex customer issues. They may be called upon to assist with training when required and provide support to the team in meetings, chat, or other settings.

Responsibilities of Position:

• Answer phones promptly and courteously utilizing company procedures.
• Receive and respond professionally and courteously to all customer inquiries.
• Inquiries may be received via telephone, email, social media, fax or personal contact regarding service level changes, customer inquiries, billing, payments, new customer sign-up, cancellations, etc.
• Identify customer's reason for cancelling service and attempt to retain customers.
• Provide information regarding service options, charges, billing, and contract parameters and solutions for customer inquiries.
• Assisting with escalation calls.
• Ensure customer concerns are understood and clearly explain resolution to the customer.
• Process customer payments and assists customers with RumpkePay.
• Work in conjunction with other departments to resolve customer issues.
• Log and record information on customer accounts.
• Resolve customer account issues and adjust accounts accordingly with verification from management, when required.
• Train and audit new customer service representatives; call training, data entry training, payment program training.
• Work special data entry projects with accuracy and complete in time to meet deadlines.
• Process on-line data entry for commercial accounts.
• Create, process, close, and audit work orders/interactions, billing adjustments, new starts, and delivery/removal work orders.
• Other duties as assigned.

Skills & Abilities Needed for Position:

• Spanish Bilingual Skills preferred.
• Leadership and teaching abilities.
• Excellent verbal & written communication skills. English/Spanish bilingual preferred.
• Advanced computer proficiency in Windows and Microsoft Office applications: Excel, Word, PowerPoint, Outlook, etc.
• Always presents and maintains a professional appearance and demeanor.
• Ability to handle a heavy call volume in a professional and efficient manner.
• Must be organized and detail oriented with the ability to multi-task.
• Proven analytical/problem solving skills for the customer and the company.
• Excellent customer service and data entry skills.
• Efficient and effective work habits to work both independently and as a team, meeting and exceeding call center standards.
• Ability to identify the root cause of issues, make decisions, and provide solutions.
• Ability to react well under pressure and treat others with respect.
• Performs tasks in a safe manner in compliance with all local, state, and federal regulations and company policies.
• Maintains a positive and professional work atmosphere with a culture of respect by performing and communicating in a manner that promotes good relationships with customers, clients, co-workers, and management.
• Keeps information confidential. Comply with company data integrity and security policies.

Additional Working Conditions/Aspects:

• Ability to travel between offices, as required.
• Ability to work flexible hours; overtime, weekends, and/or holidays.
• Legally eligible to work in the United States.
• Valid driver's license (if applicable).
• Must successfully complete pre-employment testing.
• Must be able to read and speak the English language.

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke's policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.