Customer Experience Representative

Summary

The Customer Experience Representative (Tier I, II, or III depending on experience and qualifications) serves as a key advocate for Athens Services, reflecting our commitment to exceptional customer care and sustainable community solutions. Reporting to the Customer Experience Supervisor, this role focuses on building meaningful connections, addressing inquiries, resolving concerns, and providing tailored solutions. Guided by our vision of delivering excellence and fostering trust, the ideal candidate is a proactive problem solver dedicated to enhancing customer satisfaction and creating lasting positive impressions.

Job Description

Essential Job Functions

• Customer Engagement: Deliver exceptional service by addressing customer inquiries, resolving issues, and ensuring customer satisfaction through personalized interactions.
• Customer Onboarding: Assist new customers in setting up services, explaining features, and offering guidance on optimizing their experience.
• Problem Solving: Work with customer profiles to understand needs, identify challenges, and provide alternative solutions.
• Billing and Payments: Support customers with billing inquiries, payments, and enrollment in payment options, including upselling value-added services where applicable.
• Upselling and Advocacy: Educate customers on additional services, resolving concerns, and offering service enhancements tailored to their needs.
• Documentation: Maintain accurate and detailed notes on customer interactions in the database, ensuring seamless follow-up and service continuity.
• Team Collaboration: Act as a resource for internal teams, including sales and operations, by providing customer insights and feedback.
• Knowledge Enhancement: Stay up to date on company policies, services, and systems through mandatory training and continuous learning opportunities.
• Community Representation: Represent the company at city events, fostering relationships and promoting a positive brand image.
• Embody the Right Mindset:
  • Maintain a customer-first attitude, prioritizing satisfaction and long-term loyalty.
  • Bring patience, resilience, and emotional intelligence to every interaction.
  • Embrace continuous learning and personal development to stay ahead in customer service best practices.

Tiers and Skill Progression

Tier I – Customer Experience Representative I

• Handles standard customer service transactions including:
  • Bulky item requests
  • Payment processing (e.g., WebPak, masking calls)
  • Creating service requests and work orders
  • Basic documentation and account maintenance
  • Customer complaints and escalations following procedure (e.g., RTM, Code Red)
  • Adheres to standard call handling procedures and quality assurance
  • Processes digital requests (bulky, CS, graffiti, illegal dumping portals, chats, social media)
  • Supports lobby operations and safety audits
  • Submits basic adjustments (e.g., late fees, declined charges)

Tier II – Customer Experience Representative II

Includes all Tier I responsibilities, plus:

• Advanced residential account maintenance and billing
• Proficient in company systems with emphasis on proration and workflow efficiency
• Handles more complex digital requests (e.g., service level changes, LA changes, CS quality)
• Submits intermediate account adjustments such as back billing

Tier III – Customer Experience Representative III

Includes all Tier I and II responsibilities, plus:

• Advanced billing and account maintenance for commercial customers
• Performs complex system tasks such as setting up SEDs
• Manages Temp/Perm service requests per policy
• Handles advanced digital requests including roll-off services
• Submits complex account adjustments (e.g., ownership changes)

Required Qualifications

• 1–2 years of experience in a high-volume call center environment
• High School Diploma or GED
• Strong multitasking abilities and attention to detail
• Excellent verbal, written, and presentation skills
• Proficient at building trust and understanding customer needs
• Customer-focused with active listening skills
• Typing speed of at least 45 WPM and data entry proficiency
• Proficiency with Microsoft Office

Preferred Qualifications

• Bilingual English/Spanish
• Bachelor’s degree in Communications or related field
• Experience in the waste or transportation industry

Physical/Environmental Demand