Customer Service Representative - Regional Accounts

Customer Service Representatives receive and respond to customer inquiries from corporate and national commercial customers and brokers. This position works with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers’ expectations. The hours and level of responsibility may vary.

RESPONSIBILITIES OF POSITION:
  • Answer phones promptly and courteously utilizing company procedures.
  • Receive and respond professionally and courteously to all customer inquiries received via telephone, email, and fax regarding service level changes, customer disputes, billing questions, cancellations, and new customer sign-up.
  • Process data entry for corporate and national accounts.
  • Provide standard information regarding service options, charges, billing, and contract parameters.
  • Ensure customer concerns are understood and clearly explain resolution to the customer
  • Work in conjunction with other departments to resolve customer issues.
  • Log and record information onto customer accounts on the computer.
  • Resolve customer account issues and adjust accounts, as necessary, with verification from management.
  • Maintain a positive work atmosphere with a culture of respect for others
  • Other duties as assigned.

REQUIREMENTS/SKILLS:
  • Must possess a professional demeanor and telephone etiquette.
  • Ability to handle a heavy call volume professionally and efficiently.
  • Excellent verbal & written communication skills.
  • Must be organized and detail-oriented with the ability to multi-task.
  • Possess proven analytical/problem-solving solutions for the customer and the company.
  • Computer proficiency in Windows and Microsoft Office applications (Advanced knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.); AS400 experience, a plus.
  • Must possess excellent customer service and data entry skills.
  • General knowledge of office functions.
  • Must work efficiently and effectively, both independently and as a team, to meet or exceed call center standards.
  • Ability to identify issues, make decisions, and resolve problems.
  • Must be able to react well under pressure and treat others with respect.
  • Ability to commit to a regular work schedule with excellent attendance, and defined schedules where timed lunches and breaks are predefined.
  • Waste industry experience, a plus.
  • Ability to work occasional overtime, weekends, and/or holidays.
  • Additional skills may be required to perform additional task(s) specific to work location, department, or line of business.

QUALIFICATIONS:
  • Legally eligible to work in the United States.
  • High school diploma or equivalent.
  • 1- 2 years of call center or customer service experience preferred.
  • Good typing skills, with the ability to type at least 50 words per minute with a 95% accuracy rate.

WORKING CONDITIONS
  • Office environment.
  • Prolonged sitting and repetitive

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties, and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish an employment contract and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke’s policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.