Remote- Customer Service Representative

About Us:

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.

 

Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose:

This remote position provides customer service support and administrative assistance required to effectively manage all incoming customer queries and requests.  You will be the first point of contact for customer queries via both telephone and email, working closely with our support teams and branch network to efficiently track, monitor and resolve all customer inbound queries in a timely manner. Daily interactions with internal and external customers and staff at all levels will help to deliver a valued customer care experience to support a client retention and satisfaction levels.

Key Job Activities:

• Provide an excellent level of service which ensures customer needs and expectations are met, whilst working towards first contact resolution.
• Must be able to adapt to constant change based on regulatory guidelines regarding hazardous waste and segregation
• Establish and build rapport with customers, sales and 3rd party vendor providing accurate and timely information to instill customer confidence in our ability to deliver an exceptional level of service.
• Build and maintain strong working relationships with both internal and external customers, establishing and building strong relationships with other departments.
• Ability to understand, analyses and interpret data and customer reporting.
• Pro-actively keep customers updated on all aspects of their enquiry in a timely manner.
• Accurately record clear and concise notes for each customer interaction within the CRM system.
• Resolve complex customer enquiries including pricing queries, invoice disputes and manage customer dissatisfaction.
• Identify whether a customer is due a credit as part of a billing query and be able to calculate full and partial credits.
• Confidence in handling customer complaints, managing objections, competing priorities and taking ownership through to full resolution.
• Identify and escalate any process issues, offering positive suggestions/ideas for suitable resolutions.
• Pro-actively escalate to management any unresolved customer query that may breach our agreed SLAs.

 

Education:

•   High School diploma/GED or equivalent
•   1 year or more of general business experience, preferably in a customer service environment, or the equivalent in related work experience
 

Experience:

• Be able to demonstrate an ability to work within a fast paced environment within the service industry.
• Able to work on own initiative or as part of a wider team.
• Demonstrate a logical thought process in line with customer demands and expectations.
• Excellent verbal and written communication skills.
• Demonstrate commercial awareness.
• Competent in all Microsoft packages.
• Strong problem-solving skills with attention to detail.
• Results oriented.
• Knowledge of SAP and Salesforce platforms is a plus
• Knowledge of hazardous waste segregation is a plus

Benefits:

Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, visio