Remote Call Center Customer Service Rep $18.50hr (Pacific Time)

POSITION SUMMARY: With appropriate knowledge of the Company’s services and processes the Customer Resource Associate works under the direct supervision of the Customer Resource Supervisor in a Customer Resource Center to deliver the highest level of quality service to our customers. The Customer Resource Associate receives and responds to customer calls, inquiries, requests and complaints, which may require research and investigation to reach resolution; and delivers superior customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved.

PRINCIPAL RESPONSIBILITIES:

• Successfully completes training to become knowledgeable about the waste services industry and Republic Services’ processes, services and policies.
• Responds in a timely and accurate manner to customer service calls, ensuring that service issues and concerns are treated in a respectful and professional manner.
• Effectively responds to routine issues regarding residential and commercial service matters, which may involve outbound calls and other communications to resolve service inquiries and equipment issues.
• Returns all internal and external calls, emails and faxes in a timely manner to ensure that customers’ concerns are understood, addressed and resolved in an efficient and complete manner.
• Receives and reviews individual performance metric reports and action plans with manager to understand individual performance.
• Enters service data into computer.
• Logs information about customer service interactions into systems; updates information in a timely and accurate manner in order for associates to able to track service inquiries and resolution.
• Performs other job-related duties as assigned or apparent.

QUALIFICATIONS:

• Experience using bilingual skills, particularly Spanish, in a business environment.

MINIMUM QUALIFICATIONS: 

• 1 year recent customer service or call center experience

SCHEDULE: You must be available to work any 40 hour work week between 7:30am-6:30pm Pacific Time Monday through Friday. 

TRAINING: Paid training. No time off allowed during these first three weeks or orientation day to ensure optimal development. Training hours are 8:15am-5:00pm Pacific Time.

PAY RATE: $18.50/hour

REMOTE WORK: Both training and the position will be work from home. The company provides equipment, and the employee supplies the internet, a hard-wired internet connection and a distraction-free work environment. 

Minimum Internet Requirements: Ping/Latency 100ms or less; Download 25MBPS; Upload 5MPBS; Packet loss 0% (Cannot use: Mobil hot-spot, tethering, or Satellite ISP service)

Remote Requirements: Employees are required to be on video in internal meetings and trainings.

FIRST 90 DAYS: To ensure optimal development, only 3 PTO days can be requested off after training/nesting and within the first 90 days.

Bonus Plan Details (if applicable):

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.
• 401(k) plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).

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.

Republic Services is an equal opportunity employer. A