Customer Care/Inside Sales

Summary

Working within established guidelines, this position is responsible for delivering superior customer service in a creative, prompt, respectful and courteous manner to ensure concerns are resolved.

Essential Duties and Responsibilities

• Successfully complete training to become knowledgeable about the waste industry and Meridian Wastes’ processes, services and policies.
• Fields customer service inquiries and handles customer service transactions independently and proficiently.
• Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests.
• Responds in a timely and accurate manner to routine customer service calls, ensuring that residential and commercial service issues and concerns are treated in a respectful and professional manner.
• Effectively respond to routine issues regarding general service matters, which may involve outbound calls and other communications to resolve issues including billing questions, service inquiries or cancellations, price increases and equipment issues.
• Communicates concise and accurate information.
• Returns internal and external calls, emails, and online forms in a timely manner to ensure that customers’ concerns are understood, addressed, and resolved in an efficient and complete manner as possible.
• Demonstrates ownership of the customer issue by providing one call resolution.
• Uses systems to gather information, provide information, and/or update customer records.
• Provides standard information and education regarding service options, charges, billing, and contracts.
• Listens for and identifies opportunities to cross sell additional products and services.
• Enters service data into computer for billing and scheduling purposes.
• Logs information about customer service interactions into systems; updates in a timely and accurate manner so that associates are able to track service inquiries and resolution.
• Follows and complies with all safety policies.
• Will be responsible for outbound and inbound calling to generate new customer sales, internal growth of existing customers and overall net growth and for generating budgeted revenue growth by utilizing a consultative approach in the sale of waste management services.
• Receives and reviews individual performance metric reports and action plan with manager to understand and enhance individual performance.

Qualifications

• Education/Experience: High school diploma or equivalent
• Experience in the service and sales related industries
• Business to Business revenue growth
• Business to Consumer revenue growth
• Specialized Skills Required: Computer skills - Microsoft Office (Excel, Outlook and Word); Proficient typing and data entry; Excellent verbal, written and analytical skills; Professional phone etiquette; Ability to react well under pressure and treat others with respect; Focuses on solving conflicts and listening to others without interruption; Strong organizational skills and ability to work in high-volume, fast-paced environment; Excellent organizational and multitasking abilities; Work efficiently and effectively, both independently and as a team to ensure exceeding call center standards; Balances team and individual responsibilities and helps build a positive team spirit; Adapts and able to deal with frequent changes in the work environment; Prioritizes and plans work activities; Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner; Ability to complete projects and assignments with minimal direction from leadership; Ability to generate leads and close new sales and enhance existing customer business.

Physical Demands

• Light lifting (50 pounds), office environment

Work Environment

• Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.