Customer Service Consultant at Republic Services

Gardena, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Waste Management, Environmental ServicesIndustries

Requirements

High School diploma or GED
Two years of prior customer service experience in a high volume call center environment
One year of prior telephone sales experience
In-Person Monday - Friday at Baldwin Hills Crenshaw Mall, 3650 West Martin Luther King Jr. Blvd, Los Angeles, CA 90008

Responsibilities

Identify additional service needs during customer service calls and take advantage of cross-sell opportunities to generate additional revenue and contribute to the Company’s growth and profitability goals
Respond to escalated customer service calls in a timely and accurate manner, ensuring residential customer issues and concerns are treated respectfully and professionally
Effectively respond to escalated issues regarding commercial service changes and contract compliance matters, which may involve outbound calls and other communications to resolve complex issues including service level changes, contractual obligations, billing escalations, service cancellations, price increases, profitability analyses, and equipment issues
Maintain team and site level awareness of quality, productivity, and efficiency; work with supervisor to make improvements as necessary
Serve as a primary resource for others, facilitating timely and accurate exchange of information among team members and customers
Return all internal and external calls, emails, and faxes in a timely manner to ensure customers’ concerns are understood, addressed, and resolved efficiently and completely
Receive and review individual performance metric reports and action plan with manager to understand individual performance
Develop, produce, and review ad hoc reports that address cross-functional business operations (may)
Enter service data into computer for billing and scheduling purposes
Log information about customer service interactions into systems and update in a timely and accurate manner so that associates can track service inquiries and resolution
Perform other job-related duties as required

Skills

Key technologies and capabilities for this role

Customer ServiceEscalation HandlingCross-SellingContract ComplianceBilling ResolutionService Level ManagementProfitability Analysis

Questions & Answers

Common questions about this position

What is the pay range for the Customer Service Consultant position?

The pay range is $23.40 - $35.10, with a listed pay of $25.

Is this a remote position or does it require in-person work?

This is an in-person position Monday through Friday at the Baldwin Hills Crenshaw Mall location in Los Angeles.

What are the minimum requirements for this role?

Candidates need a High School diploma or GED, two years of prior customer service experience in a high volume call center environment, and one year of prior telephone sales experience.

What does the team environment look like for Customer Service Consultants?

The role involves serving as a primary resource for others on the service team, maintaining team and site level awareness of quality, productivity and efficiency, and working with a supervisor to make improvements.

What experience makes a strong candidate for this position?

Strong candidates will have call center customer service experience handling escalated and complex issues, telephone sales skills for cross-selling services, and the ability to act as a resource for the team.