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Customer Service Specialist - Work From Home

Company: Republic Services
Location: Rancho Cordova
Posted on: June 6, 2021

Job Description:



Republic Services is an industry leader in U.S. recycling and non-hazardous solid waste disposal. Through our subsidiaries, Republics collection operations, transfer stations, recycling processing centers, landfills and environmental services provide effective solutions to make recycling and waste disposal effortless for our 14 million customers nationwide. Our 36,000 employees working in 42 states are committed to providing a superior customer experience while helping ensure a cleaner, safer and healthier world for future generations.

Why Work with Us
At Republic Services, we strive to create a workplace that is meaningful and rewarding at every level of our organization. Our employees thrive in an atmosphere where safety is revered, and each person can be a compassionate steward of our environment. We hire the best people to make Republic a great place to work. We are focused on attracting talented individuals across professions who are as committed to serving customers and the planet as we are. Were proud to be recognized on Barrons 100 Most Sustainable Companies, Forbes Worlds Most Innovative Companies, Forbes Best Employers for Women, Forbes Best Large Employers and Ethispheres Worlds Most Ethical Companies lists. Republic is also the only company in our industry that is a certified Great Place to Work.

POSITION SUMMARY: Under general direction from the Customer Resource Supervisor and with in-depth knowledge of the Companys services and processes, the Customer Resource Specialist II works within a Customer Resource Center (CRC) to process and resolve moderately complex customer requests; and deliver superior customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved.

PRINCIPAL RESPONSIBILITIES:

  • Provides second tier of customer support, responding to forwarded customer service requests in a timely and accurate manner will demonstrating a high level of customer service empathy, professionalism and respect.
  • Responds primarily to inbound calls and may initiate outbound calls to resolve moderately complex issues.
  • Assists Customer Resource Associates and Customer Resource Specialist I with investigating and resolving customer service issues.
  • Effectively responds to Residential and Commercial customer requests including, but not limited to, service changes, bulk pick up and issues with billing and equipment.
  • 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 Company system for billing and route scheduling purposes.
  • Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.
  • May assist CRC management with developing action plans to resolve issues and build effective processes.
  • Performs other job-related duties as assigned or apparent.


QUALIFICATIONS:

  • Associates or Bachelors Degree.
  • Waste or service industry experience.
  • Experience using bilingual skills, particularly Spanish, in a business environment.


MINIMUM REQUIREMENTS:

  • High school diploma or GED.
  • Minimum of 2 months experience in a high volume call center or customer service environment.


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. 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.

Keywords: Republic Services, Rancho Cordova , Customer Service Specialist - Work From Home, Other , Rancho Cordova, California

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