Specialist Customer Experience

About the role

LRS is the industry leader in providing innovative and environmentally responsible waste and recycling solutions. Our team delivers exceptional service and value through relentless commitment to customer satisfaction and preservation of the environment. We are excited to hire candidates that align with our Vision and Values: To become the safest, most innovative waste recycler in the world by redefining the way the world views waste.

• Live Safety
• Serve With Passion
• Innovate Relentlessly
• Engage With Integrity
• Build Community
• Be Accountable

As a Customer Experience Specialist, you are part of a team supporting and serving our customers and clients through inbound and outbound calls. You will demonstrate a resourceful and quick-thinking mindset to assist callers, answer questions concisely, and provide an exceptional customer experience via phone, email, and chat support.

Responsibilities

• Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience.
• Strive for first-contact resolution with each interaction.
• Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations.
• Collaborate with other team members to ensure consistent and seamless services while exercising time management and task prioritization.
• Work with team leaders to identify opportunities to improve processes, products, and services.
• Update customer information in the system during and after each correspondence.
• Answer incoming calls from prospective customers to explain services and products offered while providing additional service offerings.
• Become proficient with client programs and develop product knowledge.
• Record and verify names, addresses, purchases, and reactions of prospective customers.
• Handle incoming calls (orders, inquiries, complaints, etc.) and direct calls for further problem resolution if necessary.
• Participate in learning opportunities for process improvements, time management, and technology skills.
• Follow company policies and procedures.
• Special projects and other duties as needed.

Requirements

• High School Diploma or GED.
• Previous 2-3 years of call center experience.
• Naturally positive, helpful, and courteous attitude.
• Willingness to assist with clients’ needs.
• Demonstrable patience and attentiveness in all communication and interactions.
• Comfortable working in a fast-paced and active group environment.
• Able and willing to work cooperatively with team members to build a strong sense of camaraderie and teamwork.
• Self-motivated to provide top-notch customer service.
• Exceptional verbal and written communication skills.
• Detail-oriented with strong organizational skills.
• Ability to think critically and creatively to proactively and independently solve problems.
• General math skills.
• Maintain a positive and professional attitude and outlook with customers and coworkers.
• Adhere to attendance and scheduling policies.
• Excellent Microsoft Word / Excel / Outlook software skills.

Physical Demands / Environmental Factors

• Regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand and walk.
• Must frequently lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, distance vision, depth perception, and ability to adjust focus.
• Some regional travel required.

Pay

$24.00 to $32.00 per hour.

Schedule

40 hours per week plus one to two Saturdays per month.