Customer Care/Inside Sales Representative

Description

Summary:

Working within established guidelines, this position is responsible for delivering superior customer service in a creative, prompt, respectful and courteous manner to ensure concerns are resolved.

The Customer Care/Inside Sales Representative, working within a team-oriented environment, works to deliver the highest level of quality service to our customers. The representative receives and responds to routine customer calls, inquiries, requests, and complaints, which are typically general to moderately complex in nature including billing and proration, service changes, cancellations and missed service inquiries requiring research and investigation to reach resolution.

Representative should expect to handle 80-100 calls a day in a fast-paced/high-volume environment and to use multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries.

The ability to consistently provide an exceptional level of customer service, briefly explain complex issues in simple terms, and demonstrate appropriate de-escalation techniques is critical to their success. 

Sales and retention are also key components of the role. The representative is expected to skillfully highlight the features and benefits of products and services to increase revenue and retain at risk customers.

Essential Duties and Responsibilities

• Successfully complete training to become knowledgeable about the waste industry and Meridian Wastes’ processes, services and policies.
• Fields customer service inquiries and handles customer service transactions independently and proficiently.
• Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests.
• Responds in a timely and accurate manner to routine customer service calls, ensuring that residential and commercial service issues and concerns are treated in a respectful and professional manner.
• Effectively respond to routine issues regarding general service matters, which may involve outbound calls and other communications to resolve issues including billing questions, service inquiries or cancellations, price increases and equipment issues.
• Communicates concise and accurate information.
• Return internal and external calls, emails, and online forms in a timely manner to ensure that customers’ concerns are understood, addressed, and resolved in an efficient and complete manner as possible.
• Demonstrates ownership of the customer issue by providing one call resolution.
• Uses systems to gather information, provide information, and/or update customer records.
• Provides standard information and education regarding service options, charges, billing, and contracts.
• Listens for and identifies opportunities to cross sell additional products and services.
• 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.
• Follow and comply with all safety policies.
• Will be responsible for outbound and inbound calling to generate new customer sales, internal growth of existing customers and overall net growth and for generating budgeted revenue growth by utilizing a consultative approach in the sale of waste management services.
• Receive and review individual performance metric reports and action plan with manager to understand and enhance individual performance.
• Additional duties as assigned.

Qualifications

Qualifications

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/ and or Experience: 

• High school diploma or equivalent
• Experience in the service and sales related industries
• Business to Business revenue growth
• Business to Consumer revenue growth

Specialized Skills Required 

• Computer skills - Microsoft Office (Excel, Outlook and Word).
• Proficient typing and data entry.
• Excellent verbal, written and analytical skills.
• Professional phone etiquette.
• Ability to react well under pressure and treat others with respect.
• Focuses on solving conflicts and listening to others without interruption.
• Strong organizational skills and ability to work in high-volume, fast-paced environment.
• Excellent organizational and multitasking abilities.
• Work efficiently and effectively, both independently and as a team to ensure exceeding call center standards.
• Balances team and individual responsibilities and helps build a positive team spirit.
• Adapts and able to deal with frequent changes in the work environment.
• Prioritizes and plans work activities.
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
• Ability to complete projects and assignments with minimal direction from leadership.
• Ability to generate leads and close new sales and enhance existing customer business.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Light lifting (50 pounds), office environment

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
• Travel: As required for position.

In addition to the above, the performance of other related duties may be required.