Republic Services is an industry leader in U.S. recycling and non-hazardous solid waste disposal. Through our subsidiaries, Republic’s collection operations, transfer stations, recycling processing centers, landfills and environmental services provide effective solutions to make recycling and waste disposal effortless for our 14 million customers nationwide. Our 36,000 employees working in 41 states and Puerto Rico are committed to providing a superior customer experience while helping ensure a cleaner, safer and healthier world for future generations.
**Why Work with Us**
At Republic Services, we strive to create a workplace that is meaningful and rewarding at every level of our organization. Our employees thrive in an atmosphere where safety is revered, and each person can be a compassionate steward of our environment. We hire the best people to make Republic a great place to work. We are focused on attracting talented individuals across professions who are as committed to serving customers and the planet as we are. We’re proud to be recognized on Barron’s 100 Most Sustainable Companies, Forbes World’s Most Innovative Companies, Forbes Best Employers for Women, Forbes Best Large Employers and Ethisphere’s World’s Most Ethical Companies lists. Republic is also the only company in our industry that is a certified Great Place to Work.
POSITION SUMMARY: With an in-depth knowledge of the Company’s services and processes, a Customer Service Consultant delivers the highest level of quality service to our customers, acts as a resource for others on the service team, and cross-sells additional services to residential and commercial customers. The Customer Service Consultant receives and responds to escalated residential and commercial customer calls and inquiries, which are typically complex in nature and require research and investigation to reach resolution. While resolving the customers’ issues, the Customer Service Consultant identifies additional service needs and uses these opportunities to generate additional revenue by selling additional services. This position is responsible for delivering superior customer service in a prompt, respectful and courteous manner to ensure concerns are resolved.
+ Identify additional service needs during customer service calls; take advantage of cross-sell opportunities to generate additional revenue and contribute to the Company’s growth and profitability goals.
+ Respond to escalated customer service calls in a timely and accurate manner ensuring that residential customer issues and concerns are treated in a respectful and professional manner.
+ Effectively respond to escalated issues regarding commercial service changes and contract compliance matters, which may involve outbound calls and other communications to resolve complex issues including service level changes, contractual obligations, billing escalations, service cancellations, price increases, profitability analyses and equipment issues.
+ Maintain team and site level awareness of quality, productivity and efficiency. Work with supervisor to make improvements as necessary.
+ Serve as a primary resource for others, facilitating timely and accurate exchange of information among team members and customers.
+ Return all internal and external calls, emails and faxes in a timely manner to ensure that customers’ concerns are understood, addressed and resolved in an efficient and complete manner as possible.
+ Receive and review individual performance metric reports and action plan with manager to understand individual performance.
+ May develop, produce and review ad hoc reports that address cross-functional business operations.
+ Enter service data into computer for billing and scheduling purposes.
+ Log information about customer service interactions into systems; update in a timely and accurate manner so that associates are able to track service inquiries and resolution.
+ Perform other job-related duties as required.
+ Associate’s Degree.
+ Bachelor’s Degree highly desirable.
+ High School diploma or GED.
+ Two years of prior customer service experience in a high volume call center environment.
+ One year of prior telephone sales experience.
**Rewarding Compensation and Benefits**
Eligible employees can elect to participate in:
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• 401(k) plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
_The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company._
Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.
We work for Earth. Every day, we come to work with two purposes in mind – serving our customers and doing our part to preserve our Blue Planet®. Our commitment to both has led to such things as landfill innovations, solar energy projects, community education designed to teach people to properly recycle, ongoing efforts to reduce our vehicle emissions and improving safety through technology—to name a few. To put it simply, we are 35,000 guardians of the environment, striving to make the world a better place.
Republic Services is more than a recycling and waste services company. We are a company dedicated to turning waste into possibilities. Together, united under the Republic Star, we are working for a cleaner, safer and healthier world where people thrive, not just for today, but for generations to come.