What are the responsibilities and job description for the Customer Service Rep position at Apex Waste Solutions?
Job Title: Customer Service and Satisfaction Representative
Company: Apex Waste Solutions
Department: Customer Service
Reports To: Customer Service Manager
Job Summary:
The Customer Service and Satisfaction Representative will serve as the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring high levels of customer satisfaction. This role requires a proactive approach to customer service, effective communication skills, and the ability to handle a variety of tasks in a fast-paced environment. The ideal candidate will have a customer-centric attitude and experience in the waste management industry or a related field.
Key Responsibilities:
1. Customer Interaction:
- Respond to customer inquiries via phone, email, and in-person in a timely and professional manner.
- Provide information about services, billing, and policies.
- Address customer complaints and concerns, working towards swift and effective resolutions.
2. Issue Resolution:
- Handle escalated customer issues and follow up to ensure resolution.
- Coordinate with other departments to resolve service issues and improve customer satisfaction.
- Track and document customer interactions and resolutions.
3. Customer Satisfaction:
- Conduct customer satisfaction surveys and gather feedback.
- Identify trends and common issues to suggest improvements to services and processes.
- Implement initiatives to enhance the customer experience.
4. Account Management:
- Assist customers with account setup, changes, and cancellations.
- Process billing inquiries and payments.
- Update customer records and ensure accuracy of information.
5. Reporting and Analysis:
- Maintain detailed records of customer interactions and transactions.
- Prepare reports on customer service activities and satisfaction metrics.
- Analyze data to identify areas for improvement and report findings to management.
6. Compliance and Safety:
- Ensure all customer service activities comply with company policies, industry regulations, and safety standards.
- Promote a culture of safety and compliance within the team.
Qualifications:
- High school diploma or equivalent; Associate’s or Bachelor’s degree in Business, Communication, or a related field preferred.
- Minimum of 2 years of experience in customer service, preferably in the waste management industry or a related field.
- Strong communication and interpersonal skills.
- Ability to handle stressful situations and resolve conflicts effectively.
- Proficiency in customer service software and Microsoft Office Suite.
- Strong organizational skills and attention to detail.
Preferred Qualifications:
- Experience in the waste management industry.
- Knowledge of industry regulations and compliance standards.
- Bilingual skills (if applicable to the customer base).
Working Conditions:
- This position requires sitting for extended periods and using a computer and telephone.
- Must be able to work flexible hours, including evenings and weekends, as needed.
Salary : $16 - $20
