Customer Service Specialist

ESSENTIAL RESPONSIBILITIES

• Answers the telephone or greets the customer.
• Provides prompt and correct information about collections, rates, billing, and account status.
• Addresses customer questions and resolves complaints through a combination of telephone service, computer data entry, billing, balancing and reconciling customer payments.
• Communicates with customers, peers, supervisors and managers, and representatives from other departments about current customer service standards and service options.
• Maintains appropriate records, prepares requested reports and performs related word processing, data entry and/or clerical duties.
• Expedites communications and services between customers and co-workers (within or without) immediate subsidiary by radio, in person, or through written communications to coordinate services, records, and account status.
• Participates in training related to customer service work processes, procedures, skills and safety to ensure optimum customer service.

QUALIFICATIONS

• Education and Experience: High School Diploma or GED preferred; two years related experience and/or training in office or public contact work.

KRA #1: Prompt and courteous when answering the phone.

• Calls answered within 12 seconds of ringing.
• Available in the assigned cue for 7.5 hours per day
• Speak clearly, pleasantly, and not rushed
• Answer with a smile

KRA #2: Provide Amwaste Customers with a pleasant interaction.

• Listen to the customer’s issue and provide possible solutions to the customer’s problem
• Create customer issues and send them to the correct managers
• Follow up if necessary
• Make sure and return the customer’s call if the customer was told they would receive a call

KRA #3: Amwaste has complete and correct customer data.

• Update customer information
• Create customer accounts, sites, and services correctly

KRA #4: Issues repeated with the same customer or issues in the same geographic area are escalated.

• District managers are copied on repeat service issues or trending issues in a geographic area.

KRA #5: Customers are encouraged to leave positive feedback or reviews on our social media.

Encourage customers to leave positive feedback or reviews on our social media platforms.