What are the responsibilities and job description for the Customer Correspondence Specialist position at Rumpke?
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 :
Additional Working Conditions / Aspects :
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.
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
