Customer Service Representative

Location: Corporate Office, South Jordan, UT | Department: Customer Service / Operations | Reports to: Vice President, Operations | Employment Type: Full-time, Non-exempt | On-site position, no travel required.

About the role

The Customer Service Representative receives and processes a high volume of customer calls, serves as the end-to-end point of contact for customers, and resolves customer issues. The CSR works with Elevate leadership to meet overall customer service objectives and enhance the customer service function to exceed our customers' expectations. This is a fast-paced role for someone who stays organized, multitasks well, and remains professional and courteous under pressure. Success means that customers feel like they are heard and that they have received positive experience, that issues are resolved quickly and accurately, and that services are scheduled timely and accurately.

Responsibilities

Customer Contact & Issue Resolution

• Receive and process a high volume of inbound customer calls, fielding service inquiries and processing transactions using established business processes.
• Serve as the customer's advocate by solving problems on the customer's behalf and engaging the right departments and people.
• Confirm understanding of customer needs, issues, and requests, and communicate concise, accurate information.
• Effectively address customer requests and concerns regarding service options, charges, billing, and contracts.
• Escalate issues to the appropriate level when needed.
• Manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.

Systems, Accuracy & Records

• Use authorized systems to gather and provide information and to update customer records accurately.
• Manage time effectively to ensure assigned responsibilities are completed accurately and on time.
• Demonstrate accuracy and thoroughness to meet productivity standards.

Teamwork & Service Standards

• Collaborate with Elevate team members to meet overall customer service objectives, balancing team and individual responsibilities and helping build a positive team spirit.
• Adhere to service and operational standards for the customer service department, including quality, productivity, customer experience, safety, and timeliness goals.
• Participate in identifying, communicating, and correcting areas of opportunity to achieve the highest level of customer satisfaction, both internal and external.

Professionalism & Safety

• Act in a professional, courteous, and cooperative manner toward customers and co-workers, and work with a sense of urgency.
• Maintain a positive attitude and behavior, demonstrate pride in work, adhere to the work schedule, and strive to achieve all goals.
• Adapt to changes in the work environment, schedule, etc., and change approach or method to best fit the situation.
• Adhere to Company policies and rules, follow all required safety policies, processes, and procedures, and promote the Company's safety standards without taking inappropriate risks.
• Work weekends, holidays, and/or overtime as required.
• Perform other job-related duties as assigned.

Requirements

• High school diploma or GED.
• Highly motivated and well organized, with the ability to prioritize and multitask in a fast-paced environment.
• Ability to handle large call volumes while maintaining accuracy, professionalism, and a positive attitude.
• Professional phone etiquette and excellent verbal, written, and analytical skills.
• Computer skills, including Microsoft Office and typing.
• Ability to react well under pressure, treat others with respect, and identify and resolve problems in a timely manner.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals, and to communicate, understand, and respond to questions.
• Must successfully complete all applicable pre-employment screening.

Preferred Qualifications

• Bilingual (English/Spanish).
• Solid waste, recycling, or other route-based, field-services industry experience.
• One year of related customer service experience, ideally in a call center or high-volume phone environment.
• Ability to listen to others without interrupting and to focus on resolving conflicts.
• Ability to work efficiently and effectively, both independently and as part of a team.

Physical Demands & Work Environment

While performing the duties of this job, the employee is regularly required to sit, stand, talk, bend, reach, pull, or listen. The employee must occasionally lift and/or move up to 50 pounds and should notify a supervisor or others if help is needed in lifting heavy objects. Work is performed indoors in a controlled office environment.

Compensation & Benefits

Hourly rate: $21.00 - $28.00 per hour.

• Health, dental, and vision coverage
• 401K
• Paid time off