Corporate Customer Service Consultant

POSITION SUMMARY: With general direction and an in-depth knowledge of Company services and processes, the Customer Service Consultant III is responsible for researching and resolving customer issues that are commonly complex in nature.

PRINCIPAL RESPONSIBILITIES:

• With a high level of customer service empathy, professionalism and respect, this position provides a second tier of support, responding to escalated customer service calls in a timely and accurate manner.
• Responds to inbound call or email requests and initiates outbound calls to resolve complex issues including escalated customer issues and unresolved customer accounts that require additional research.
• Serves as a primary resource for others on customer issues, facilitating timely and accurate exchange of information.
• Effectively responds to customer escalations including, but not limited to, service changes, contract billing and equipment issues. Issues may require cross-functional assistance to investigate and resolve matters.
• Returns all internal/external calls, emails, and faxes in a timely manner, ensuring that customers’ concerns are understood and resolution is clearly explained.
• Logs and records information about customer support interactions by inputting information into company systems and updating information in a timely and accurate manner.
• Enters service and route data into computer for billing and route scheduling purposes.
• Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.
• Reviews and may develop ad hoc reports that address cross-functional business improvement opportunities.
• May assist with developing action plans with Customer Service Management to resolve issues and build effective processes.
• Performs other job-related duties as assigned or apparent.

QUALIFICATIONS:

• Knowledge of the waste management industry.
• Experience using bilingual skills in a business environment.

MINIMUM REQUIREMENTS:

• High School diploma or G.E.D.
• Minimum of 3 years of progressive experience providing service in a high volume customer service environment.
• Experience working in a team environment.

This role handles the escalated calls and cases coming from our Corporate/National Accounts customers. Must be open to the full hours of operation for a shift 6am-6pm CT Monday-Friday. Must complete 1-2 Saturday shifts a quarter (12pm-8pm CT). Pay: $23-27hr

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts. 
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).

• Washington PTO: https://www.republicservices.com/sites/default/files/legacy_documents/Washington-PTO-Table.pdf

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

ABOUT THE COMPANY

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity an