Job Description
Job Description
POSITION SUMMARY: The Customer Service Specialist works in partnership with the Operations Supervisors to provide guidance and assistance within our Field Operations Team for customer service. The Customer Service Specialist works with all Express Disposal customers and utilizes a hands-on, professional, and customer-service oriented approach to ensure consistent and effective resolution of escalated customer requests. This specialist will utilize a continuous improvement mindset and influence leadership to develop solutions, refine process, and influence a best-in-class customer experience.
· Establishes and maintains a service culture that puts the customer FIRST.
· Monitors inbound calls, cases, QAlert, and emails for escalated customer issues.
· Responds in a professional, empathetic, and courteous manner to escalated customer concerns to reach an expedient solution and meet the customer’s needs and expectations.
· Collaborates with Operations and Management personnel to gain insight into these elevated concerns to determine and facilitate resolution.
· Takes full ownership from escalation to resolution with autonomy and authority to resolve the issue(s), including (but not limited to) routing services directly to the utility field team and entering service requests based on the customer’s needs.
· Returns all internal/external calls, emails, and faxes with urgency, ensuring that customers’ concerns are understood, and resolution is clearly explained.
· Appropriately and thoroughly documents all interaction and resolutions on customer’s account.
· Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the Business.
· Collaborates with the operations and management team to identify and streamline processes improvement opportunities that enhance customer experience.
· Helps drive innovation and continuous improvement in the Business-related areas as we continue to strive for excellence in customer service.
· May accept credit card payment from customers over the phone and process recurring payments.
· Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement.
· Following standard operating procedures, contacts customers via phone, fax, email, or standard letter to bring accounts to a current status.
· Maintains a positive and results oriented work mindset that facilitates collaboration with fellow team members to achieve Company standards and expectations.
· Engages management and/or sales when required or appropriate to expedite resolution of customer issues and/or outstanding receivables.
· Monitors the status of delinquent accounts, via the collector dashboard, taking care to see high priority tasks to completion.
· Research customer inquiries related to billing concerns and misapplied payments, escalating more complex matters through the appropriate channels.
· Understands issues and problem accounts impacting the portfolio and communicates systemic or recurring items to avoid further delinquency.
· Serves as back up for fellow employees in the same role.
· Performs other job-related duties as assigned or apparent.
Job Requirements
Essential Qualifications
- Strong analytical ability, good organization skills, and excellent time management skills
- Strong verbal and written communication skills will be important.
- Ability to build trustworthy relationships with business partners.
- Continuously seeks opportunities to enhance knowledge and processes.
Language Skills:
· Ability to read, write, and speak English, bilingual in Spanish preferred
Physical Demands:
· May require more than 40 hours per week to perform the essential duties of the position.
Work Environment:
- This role routinely uses standard office equipment such as a computer, phone, printer/scanner, and filing cabinets.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Company DescriptionCreated in 2017 out of a commitment to meeting our customers' needs, Express Disposal, LLC emerged as a response to the high service standards set by Concrete Enterprises. Originally focusing on portable restroom solutions for contractors, we swiftly broadened our scope to include roll-off container rentals. Over the years, we've extended these offerings to serve all commercial and residential clients. In 2020, our services further expanded to encompass residential and commercial municipal solid waste, as well as residential yard waste pickup. Today, we proudly provide our comprehensive waste solutions throughout the Southwest Georgia area.
Company Description
Created in 2017 out of a commitment to meeting our customers' needs, Express Disposal, LLC emerged as a response to the high service standards set by Concrete Enterprises. Originally focusing on portable restroom solutions for contractors, we swiftly broadened our scope to include roll-off container rentals. Over the years, we've extended these offerings to serve all commercial and residential clients. In 2020, our services further expanded to encompass residential and commercial municipal solid waste, as well as residential yard waste pickup. Today, we proudly provide our comprehensive waste solutions throughout the Southwest Georgia area.