Customer Service Representative -Pasco Office

Job description

BASIN DISPOSAL INC

Job Type: Full-Time

Monday-Friday 7:45am - 4:45pm

We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. Customer service representatives can put themselves in their customers shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

- Manage large amounts of incoming calls

- Identify and assess customers needs to achieve satisfaction

- Build sustainable relationships and trust with customer accounts through open and interactive communication

- Provide accurate, valid and complete information by using the right methods/tools

- Meet personal/customer service team sales targets and call handling quotas

- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

- Keep records of customer interactions, process customer accounts and file documents

- Follow communication procedures, guidelines and policies

- Take the extra mile to engage customers

Duties include the following:

- Serve customers and provide quality service support either by telephone, electronically, email and/or face to face in accordance with company standards, procedures and policies.

- Verify, print, maintain and copy records, work orders, route books, files, packer tickets and coupons to ensure accuracy and timeliness.

- Document, communicate and make necessary corrections of documents as needed.

- File, pack, and store identified files and records following the box storage retention guidelines.

- Respond to drivers and relay work orders, messages and information to drivers using two-way radios.

- Serve customers and answer inquires and questions, handle complaints, troubleshoot problems, provide information and address their needs.

- Respond efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.

- Use software, databases, scripts and tools appropriately.

- Understand and strive to meet or exceed service metrics while providing excellent consistent customer service.

- Enter and/or update customer information.

- Identify and escalate priority issues.

- Document all call information according to standard operating procedures

- Collects and receives payments and assists customers as assigned: balance cash drawers, adjustments, transfers, and closing of accounts as appropriate.

- Basic Cashier responsibilities as assigned and in accordance with company policies.

Performance Expectations:

- Provide Excellent Customer Service. Anticipate, assess, and respond effectively to the needs of diverse customers, both internal and external, provide consistently excellent service that is timely, accurate, courteous, professional and respectful.

- Maintain a high level of confidentiality and discretion in working with customer information, including Payment Card Industry (PCI) regulations.

- Establish, maintain and foster positive and effective working relationships with those contacted in the course of work.

- Maintain regular and punctual attendance.

- Work Safely. Recognize and mitigate safety hazards on the job. Work to create a hazard-free, accident-free environment.

- With the interests of the Company, perform all interactions to the highest principles of business ethics, avoid activities that are in conflict, or give the appearance of being in conflict.

Skills

- Proven customer support experience or experience as a client service representative

- Strong phone contact handling skills and active listening

- Customer orientation and ability to adapt/respond to different types of characters

- Excellent communication and presentation skills

- Ability to multi-task, prioritize, and manage time effectively

- High school diploma or GED

Key Skills and Competencies:

- Basic accounting skills

- Computer skills

- Interpersonal skills

- Communication skills- verbal and written

- Listening skills

- Problem analysis and problem-solving

- Attention to detail and accuracy

- Data collection

- Customer service orientation

- Adaptability

- Initiative

- Stress tolerance

Benefits

- Health Insurance

- Dental / Vision Insurance

- 401(k) Retirement Plan

- Company-Sponsored Retirement Plan

Hourly Pay: $23.76 - $27.64

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EOE, including disability/vets.