Customer Correspondence Specialist

Rumpke is a family owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.

When you join Rumpke, you'll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.

This is your opportunity to make a difference for you and your family. Come join our team!

Customer Correspondence Specialists receive and respond to electronic inquiries from a variety of customers, including residential, commercial, municipal, industrial, corporate, national, and/or brokers. Specialists will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that may arise with accuracy and efficiency, while collaborating with internal teams to optimize the customer experience and build brand loyalty. Specialists have an elevated knowledge of the Rumpke systems and the waste industry and can respond and assist others with more complex customer issues. They may be called upon to assist with training when required. The target of this role is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities of Position:

• Receive and respond professionally and courteously to all customer inquiries. -Inquiries may be received via email, chat, social media or other digital channels regarding service level changes, customer inquiries, billing, payments, new customer sign- up, cancellations, etc.
• Maintain company standards on response time and quality, working towards real time responses.
• Identify customer's reason for cancelling service and attempt to retain customers.
• Provide information regarding service options, charges, billing, and contract parameters and solutions for customer inquiries.
• Ensure customer concerns are understood and clearly explain resolution to the customer.
• Process customer payments and assists customers with RumpkePay.
• Work in conjunction with other departments to resolve customer issues.
• Log and record information on customer accounts.
• Resolve customer account issues and adjust accounts accordingly with verification from management, when required.
• Assist with training and auditing digital correspondence.
• Create, process, and audit work orders/interactions, billing adjustments, new starts, and delivery/removal work orders.
• Maintain a positive and professional work atmosphere with a culture of respect by performing and communicating in a manner that promotes good relationships with customers, clients, co-workers, and management.
• Keeps information confidential. Comply with company data integrity and security policies.
• Perform tasks in a safe manner in compliance with all local, state, and federal regulations and company policies.
• Other duties as assigned as deemed necessary by management.

Skills & Abilities Needed for Position:

• Good typing skills with the ability to type at least 50 words per minute with a 95% accuracy rate. Testing may be required. 10-key proficiency is a plus.
• Excellent knowledge of correct spelling, punctuation, and grammar. Testing may be required. Excellent verbal & written communication skills. English/Spanish bilingual preferred.
• Advanced computer proficiency in Windows and Microsoft Office applications; Excel, Word, PowerPoint, Outlook, etc.
• Consistently presents and maintains a professional appearance and demeanor.
• Must be organized and detail oriented with the ability to multi-task.
• Proven analytical/problem solving skills for the customer and the company.
• Excellent customer service and data entry skills.
• Excellent knowledge of office functions.
• Efficient and effective work habits to work both independently and as a team.
• Ability to identify the root cause of issues, make decisions, and provide solutions.
• Ability to react well under pressure and treat others with respect.

Additional Working Conditions/Aspects:

• Ability to work overtime, weekends and/or holidays.
• Must be available for 24-hour emergency calls.
• Legally eligible to work in the United States.
• Valid driver's license (if applicable).
• Must successfully complete pre-employment testing.
• Must be able to read and speak the English language.

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke's policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.