Customer Care Specialist

Position Summary

The Customer Care Specialist will provide exceptional internal and external customer care at Metro Park East Landfill and other Metro Waste Authority facilities. This position is responsible to answer phones, greet, and direct customers for proper disposal of material and is also responsible for opening and closing the scale house and performing transactions for customers according to procedure.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Provides excellent customer care in a tactful and effective manner while projecting a courteous, patient, helpful, and positive attitude at Metro Park East and other Metro Waste Authority facilities based on agency needs. In addition to in-person interactions, also supports positive interactions via phone and web-based interactions.
• Completes customer transactions at point of sale, via cash/check/charge. Accurately documents accounts and completes reports.
• Maintains extensive knowledge of agency programs and services to provide information, assist in troubleshooting and resolving issues.
• Understands computers and software used to support customer transactions and relationship management.
• Monitors site for safety or traffic flow issues, communicates with site foreman and department heads to support a positive customer experience.
• Provides back-up coverage for similar functions at other Metro Waste Authority facilities as needed.

Environmental Stewardship – Demonstrates an understanding of Metro Waste Authority’s Environmental Management System (EMS). Guided by the EMS processes and procedures, we focus on six main areas aimed at increasing diversion and/or protecting the environment. These include:

• Recycling
• Household Hazardous Waste Collection
• Yard Waste Management
• Water Quality Improvement
• Greenhouse Gas Reduction
• Environmental Education

MWA Values - Demonstrates an understanding of Metro Waste Authority’s values and applies them to the position, and assigned responsibilities, as well as to all interactions with customers and co-workers.

• Leadership – Set the example because everyone is a leader!
• Integrity – Always do what is right!
• Positivity – Bring our best to every task, every day and bring out the best in your colleagues!
• Teamwork – Collaborate because we know that together we will address opportunities and challenges!
• Innovation – Forge a new path and evolve!

Competencies

• Accepting Direction - Accepts and follows directions from others; respects authority; complies with requests; does what they are asked to do
• Acting Decisively - Moves quickly to make decisions and commit to a clear course of action; comfortable making decisions based on partial information; willing to take risks in order to maintain momentum; shows a strong bias toward action
• Adapting to Others - Changes his/her interpersonal style and approach based on the circumstance; modifies his/her approach based on cues from others; makes an effort to treat people in a way that makes them feel comfortable and respected
• Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
• Demonstrating Initiative - Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked
• Displaying Confidence and Composure - Remains calm under pressure; expresses confidences in ability to succeed; keeps an optimistic attitude even when things are not going well
• Managing Stress - Uses healthy and effective methods to manage stress (e.g., maintaining appropriate diet, exercise, and sleep schedules); reacts effectively when faced with high-pressure situations
• Meeting Basic Work Expectations - Complies with basic job requirements and tasks; arrives at work on time as scheduled; proactively informs others when he/she encounters problems that may limit his/her ability to meet expectations

Travel

• This position requires occasional travel in and around the Des Moines metro area to support other Metro Waste Authority facilities.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent
• 3 years of general office experience, customer care and computer proficiency.
• Ability to work flexible day-time schedules, starting as early as 6:00 AM and ended as late as 5:00 PM, including Saturdays.
• Competencies in Microsoft Office (including Word, Excel, and Outlook) and ability to learn position-specific software systems.
• Fluency in English with ability to hear and speak clearly and loudly.
• Valid driver’s license

Preferred Education & Experience

• Experience with point of sale or customer relationship management software preferred.

Physical Demands

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Work Environment

This job operates in an office environment at a working landfill. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

I have carefully read and understand the contents of this job description. I understand the responsibilities, requirements, and duties expected of me. I understand that this is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the Employer reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed as directed by the Employer. I understand that I may be required to work overtime, different shifts, or hours outside the normally defined workday or workweek.

• High school diploma or equivalent
• 3 years of general office experience, customer care and computer proficiency.
• Ability to work flexible day-time schedules, starting as early as 6:00 AM and ended as late as 5:00 PM, including Saturdays.
• Competencies in Microsoft Office (including Word, Excel, and Outlook) and ability to learn position-specific software systems.
• Fluency in English with ability to hear and speak clearly and loudly.
• Valid driver’s license